Rosewood Hotel

Dear Rosewood Hotel Management,

I am writing to express my profound disappointment and frustration regarding an incident that occurred last night during my stay at your hotel. The experience was far below the standards I have come to expect from Rosewood properties.

Last night, I found myself trapped in one of your elevators for over 30 minutes along with seven other guests. The elevator stopped abruptly, and despite our immediate calls for help, the only response we received from your staff was to “wait.” There was no sense of urgency or empathy in their response, which was deeply unsettling given the stressful nature of the situation.

Being confined in a small space with eight people was incredibly uncomfortable and anxiety-inducing. There was no ventilation, and the temperature inside the elevator became unbearably hot. The lack of communication and reassurance from your team only added to our distress.

What is even more disappointing is that after we were finally freed from the elevator, not a single member of your staff offered an apology or any form of acknowledgment for the ordeal we had just endured. This level of customer service is unacceptable and falls far short of what I expect from a reputable establishment like Rosewood.

I am incredibly disappointed with the way this situation was handled. An incident like this should be addressed with immediate concern, proper communication, and an apology at the very least. Unfortunately, none of these were provided.

I hope you take this complaint seriously and ensure that no other guests have to experience such negligence and lack of professionalism in the future. I look forward to hearing how you plan to address this issue and what steps will be taken to prevent similar incidents.

Sincerely,

Eric C.

My recent experience at the Rosewood Phnom Penh was nothing short of horrifying. After attending a prestigious event at the hotel last night, a group of VIPs and guests, found ourselves trapped in their elevator on the 36th floor.

This was our first experience to be stuck in an elevator. Initially, a sense of calm prevailed amongst the guests. Our confidence stemmed from the prestigious reputation of the Rosewood Phnom Penh, leading us to believe we would receive prompt, professional, and most importantly, safe assistance. However, this initial optimism ultimately yielded profound disappointment.

Here's where the nightmare began:
We were stuck right away once the elevator door closed for a staggering 30 minutes and so. Alarmingly, we learned from fellow guests that this elevator had malfunctioned earlier that day. That she was also got stuck in the same elevator on the way up before the event. Despite this knowledge, the hotel continued to operate the faulty elevator, putting guests at risk.

Being trapped on the 36th floor with moments of darkness, air conditioning failing, and some turbulences is a recipe for panic. A collective sense of calm was encouraged amongst the guests. This arose from the uncertainty regarding the duration of the entrapment, particularly given that there was a respiratory distress experienced by other guests, as we were 8 people within this small confined space.

The situation worsened when our initial calls via the emergency button were met with nothing but empty reassurances to "wait." Indeed, we activated the emergency button several times. Unfortunately, the only response we received was to wait.

Communication Breakdown. As the situation deteriorated, the lack of information and explanation from the hotel staff only amplified our fear. To make matters worse, the emergency button was then inexplicably deactivated. It is unclear whether this action was taken in response to prior guest activations for couple of times that may annoyed the staff?? The result was a complete loss of communication with hotel personnel.

Finally, after about agonizing half an hour, the elevator lurched to a halt on the ground floor. Disappointingly, there was no welcoming committee, no duty manager on the sight, no apologies, just three indifferent staff members, that looks like just a cleaning service, who simply opened the doors and let us out.

This lack of empathy extended to the reception desk. When we inquired about the ordeal, the staff member simply claimed ignorance. For a supposedly prestigious hotel, this entire episode smacked of sheer incompetence and a disregard for guest safety. A luxury hotel like the Rosewood Phnom Penh should prioritize guest well-being above all else. After this experience, I can't help but feel like our safety was a trivial matter. Not a single bottle of water or even a sincere apology was offered by the management. To experience this at any cheap premises is unsettling, but having such a nightmarish scenario at a supposedly luxurious establishment is utterly unacceptable.