Duty manager ask the staff there to arrange a taxi to send him back to our hotel due to guest waiting so long and a bit moody.
Around 20:20 he arrived to the hotel, we pay the taxi fare for him. Then he start to complain this incident. Said that he called to the hotel in advance since 18:00 to book our pick up service and we already confirm but why no one pick him up?
We did recheck with the operator, they said that at 18:00 guest called to booked a pick up service so they called the house car but nobody pick up the phone. So operator called to the concierge counter to inform the pick up time but could not remember the person who pick up the phone.
Until the pick up time, there was no car to pick him up due to house car have no any record of pick up service at 19:30. We tried to recheck with the concierge team but nobody know about this request.
Mr. Choi also mention that he can't get king bed on arrival then he moved the room next day which is inconvenience cause to him. We are short of king bed on check in date , so we ask them to move the room on the next day.
Duty manager did extend apologize to guest and inform them that there was some miscommunication between our team that we will investigate and be aware of this issue. We also offer dinner or lunch for apologize but guest said that he may need to order some food to the room after he came back from outside or maybe he will going ofr lunch instead before he check out tomorrow at 1 pm. Guest will contact the duty manager again about complimentary dinner or Lunch.