I checked in at your hotel on the afternoon of the 14th. Initially, I was impressed by the service and design aesthetics. However, my experience took a downturn when I encountered your night reception manager, he told me his name is JC.（sound）After attending a show with my girlfriend, we returned to the hotel at night and realized we had misplaced our room key. We approached the front desk to request a replacement. One of the staff members, a sturdily built male who resembled a bartender (the other was a female), assisted us. He asked for my passport, but I informed him that it was locked in the room. He chuckled and said he had many questions to “interrogate” me with, as he couldn’t just let anyone claiming to have lost their key into a room. I agreed, and he proceeded to ask about my booking details, email, and phone number. I believe I answered four questions correctly. As he was pondering a fifth question, my girlfriend and I suggested that I could provide other identification, such as my driver’s license. He smile and retorted, “Why didn’t you offer that earlier? It would have saved us both some trouble.” I thought to myself, why didn’t he ask if I had other ID? Who is serving whom here? He seemed more suited for interrogations at a police station than hospitality.Despite his arrogance, we didn’t want to argue, especially since it was Valentine’s Day. We resolved the issue, obtained the new key, and returned to our room.Later, I encountered another issue: my phone couldn’t connect to the Wi-Fi. I called the front desk for assistance. The staff member advised me to reopen the login page. When I explained that it wasn’t working, he became impatient and insisted I come down so he could handle my phone himself. Valuing my privacy, and having already been unnecessarily questioned about my phone, email, and bank details earlier, I asked if he could guide me through the process over the phone. He responded, “If you come down, I can help you; if not, there’s nothing I can do.” I was taken aback. Having stayed in numerous hotels worldwide, most strive to assist their guests. It’s rare to encounter such unhelpful staff. I calmly asked for his name, and he proudly declared, “I’m JC, the night manager.” I suspect this JC is the same individual who earlier questioned my service professionalism.I understand everyone has off days, but guests shouldn’t feel they’re being hassled, especially on special occasions when they’ve chosen your hotel for a memorable experience. It’s disappointing. Although a friend recommended your hotel, after this experience, I doubt I’ll return, as the service doesn’t align with the reputation and value I expected.
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Hoxton Hotel in Shoreditch and the City of London. Provides luxury surroundings at budget prices.
