My daughter was contacted after checkout and wrongly accused of stealing body wash and shampoo. The way this situation was handled was completely unacceptable and upsetting for her. This was clearly a mistake on their part, yet instead of taking a moment to check the facts or handle the matter professionally and respectfully, they immediately jumped to accusing her of theft and demanding that she return the items or be charged for them. The tone and approach were rude, presumptuous, and entirely inappropriate. To then question her about why she had not informed staff there was no body wash/shampoo in the room is frankly ridiculous. We stayed for one night only and it was not our responsibility to monitor your room inventory or report missing toiletries that should have been checked by housekeeping before guests arrived. The complete lack of professionalism, basic courtesy, and concern for the upset this has caused does not even seem to be on their radar, just "sorry it was a misunderstanding"

酒店回复：Hi Michelle,I am sorry this situation caused upset. Unfortunately, one of the more difficult parts of operating accommodation is that expensive items are regularly taken from rooms, so when amenities are found to be missing after departure, we do need to follow up. We provide high-value eco-friendly refillable amenities and, when replacements are required, they must often be ordered in bulk quantities.At no point was your daughter accused of theft or held responsible for notifying us of inventory levels. The question was approached as delicately as possible. She was simply asked whether the amenities may have been mistakenly packed, as many guests do not realise these are refillable dispensers rather than complimentary takeaway items. She explained there had been no body wash in the room on arrival to which I immediately apologised for the oversight that we did not have these items available for her stay.There was no aggression or tone during our conversation, however I sincerely apologise if the interaction came across differently or caused hurt feelings to her or to you. As a courtesy, we always give guests the opportunity to clarify or return missing items before considering any charge, as misunderstandings do happen. Unfortunately, missing items are an ongoing issue within our business, so we do monitor and attempt to recover high-value items where possible.We appreciate the feedback and will continue working with our team to ensure rooms and inventory are properly checked prior to guest arrival.Kind regards,Angela.