Anonimowy użytkownik
13 lutego 2025 r.
I am writing to formally express my deep disappointment regarding the incident that occurred during
our stay at DoubleTree by Hilton, Shah Alam, on January 30, 2025. Unfortunately, what was meant
to be a short vacation was severely impacted by an unsafe condition in the hotel room, specifically the
bathroom glass door, which resulted in injuries to my family.
At approximately 10:00 PM, upon returning from our visit to i-City, my husband merely touched the
bathroom door when it suddenly collapsed on him, striking his head before shattering into pieces. As a
result, he sustained injuries to his head, leg, and hand, which began bleeding. My elder son, who was
standing behind him, got injured to his toenail, while my youngest son sustained a cut on his foot due to
the broken glasses
What added to our distress was the lack of an immediate and effective response from the hotel staff. The
management appeared unprepared to handle such emergencies, with no trained personnel to administer
first aid or a clear protocol in place. I had to personally request assistance for transportation to the nearest
hospital, and even then, no staff member voluntarily accompanied us until I insisted.
Upon arriving at the hospital, we were further disappointed to learn that the hotel was unwilling to cover the medical expenses upfront. I was required to pay the bill myself and was informed that any
reimbursement would only be possible through an insurance claim, with no immediate resolution or
support from the hotel. Additionally, despite the disruption to our stay and the time lost in dealing with
the situation, no compensation was offered. When I
requested an extra night's stay to recover from the ordeal, I was informed that I would need to pay for it
myself.
This experience has left us deeply unsettled and emotionally distressed. My children now feel that
DoubleTree by Hilton is unsafe, and we are extremely disappointed by the management’s lack of
accountability and customer care. Despite meeting with the General Manager, HR Manager, and Room
Service Manager, there has been no further resolution. As a reputable establishment under the Hilton
brand, we expected a higher standard of safety, responsibility, and guest support—expectations that,
regrettably, they were not met in this instance.
I urge the management to review this matter seriously and take appropriate action to ensure such
incidents do not occur in the future. Additionally, I request fair compensation for the distress and
inconvenience due to the hotel's negligence.
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