Review of Sentosa Hotel & Restaurant Bekasi 3*

This place has always been my favourite place for many years but am utterly shock with a recent incident how their customer experience staff handled a rude incident I feedback to them via their feedback channel. Instead of apologising the unpleasant experience, the customer experience officer started with justifying the behaviour of their ambassador, got confused with the definition of rude vs firm, zero empathy is exericised by the employees of Sentosa, one after another. Shouted, raised voice, no eye-contact, no please or thank you. If this is not rude, I dont know what it is. Is it too much to expect from an island resort that the employee to speak in a courteous manner — words, tone and body language? Throughout the ordeal, my friend and I remained composed and courteous, clarified our doubts and abided with the face mask restrictions. Dont brush us off when we tried clarifying that we have been brisk walking along the coastes and beaches for 9km. Health experts have commented it is hard to breathe properly after strenuous exercise, let alone we are women in our 50s. To exercis empathy such as saying something "yes I understand, madam. However please put a mask on for everyone's safety after you have caught your breathe" in a composed tone is much appreciated as compared to shouting across " put on your mask" twice. And my feedback to the Customer Experience team ended up with an email "lecturing" me that we should wear face mask, totally missed the point of How to say, not What to say. I regret it is a joke to have a Customer Experience Team on the island to resolve guests' feedback. There is huge difference between a firm vs a rude reminder. The unpleasant experience left in a dent in my staycation on the island and now I am shock how my feedback was so poorly handled.