6/10 Okay
Valerie Uy
Dec 20, 2024
Liked: Property conditions & facilities, room comfort
Disliked: Staff & service
value for money but do not expect service
My experience at Yotel Air was deeply disappointing, marked by consistently poor customer service during both check-in and check-out. Upon arrival on December 16 at 5 PM, I struggled to carry two 50-pound suitcases without access to a cart and received no assistance or empathy from the front desk staff. The individual failed to provide basic information, such as breakfast details or the check-out time, and spoke so softly that I could barely hear him. When I asked for luggage assistance, I was met with a blank stare. To make matters worse, when I inquired about my room location, he repeated “4M” without clarifying, leaving me confused and frustrated. The interaction made me feel ignored and belittled.
Check-out was equally unpleasant, with another staff member exhibiting the same unhelpful and dismissive behavior. When I requested assistance or to borrow a cart, I was told, “Sorry, we can’t do anything,” and the individual simply shrugged, offering no advice or solutions. The attitude felt indifferent and uncaring, leaving me with the impression that customer service is not a priority at Yotel Air.
For a hotel located in an international airport widely regarded as the best in the world, this level of service is unacceptable. Yotel Air must prioritize training its staff to be friendly, empathetic, and solution-oriented to match the expectations of such a renowned airport location.
Valerie Uy
Stayed 1 night in Dec 2024