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Horrendous staff conduct and dismissive management
Lazarus Island的点评
点评：I decided to book a stay at Into the Woods on Lazarus Island to travel with my elderly family member and our pet dog, seeking a peaceful retreat. Our entire getaway was thoroughly ruined by the hostile, patronizing and rude behavior of a staff member named Kelvin, and after lodging a complaint to the management to seek service recovery, it turned out to be even worse.
The Incident:
Pre-Arrival: As a responsible guest, I proactively messaged the team to state our demographics (elderly person and pet) so they were notified. The return text simply snapped that no butler service was available. I reassured them that my mother is ambulatory but noted we would need the buggy for the distance from the ferry jetty to the glampsite, as it was our first time on the island.
Arrival Delays: On our travel day, our ferry detoured to Kusu Island. I messaged Kelvin immediately to update him. When we finally landed at Lazarus Island, the buggy was gone. We texted and called, but our call went unanswered. He eventually texted saying he was busy with other guests.
Rude Reception: When Kelvin finally arrived, he rudely commanded me to carry my luggage and placed next to him. Before the buggy even moved, he utterly lectured me about camp operations and what I "needed to do." The issue was not the operational information, but his shockingly arrogant delivery. When I stopped him and told him off for his tone, he told me that if I wasn't happy, I could just "go back home." With an elderly parent and a pet in tow on a remote island, I was forced to stay and endure it. He then conducted a facilities demonstration where he condescendingly forced me to repeat the steps back to him like a student.
Public Humiliation at the Jetty: The following day, we were sent to the jetty together with our rubbish bag. While we were waiting at the terminal—which was crowded with arriving and departing guests and passengers —Kelvin drove back with new arrivals. Spotting me across the crowded dock, he yelled in front of everyone: "Madam, you forgot to throw your rubbish!" I was totally stunned and publicly humiliated!
Management's Reaction:
I chose to approach and lodge a complaint with the co-founders, Ray & Sam, requesting for either a full refund or a partial refund of $280 to compensate for the severe breach of Hospitality service standards and the dignity punctured.
Management replied via email and explicitly admitted to Kelvin's misconduct, writing: "If the words 'you can go back home' were used in the manner you described, we agree that this could have been handled much better. Likewise, calling across the ferry terminal regarding the rubbish could have been communicated more discreetly."
Despite admitting that their staff publicly causing embarrassment and spoke down to a paying guest ,they flatly refused any compensation, hiding behind "operational circumstances" and even has the cheek to invite me back, 30% discount (Not Free, even if its free who dare to return) and "better circumstances and hopefully leave a much more positive memory". WTF! When I rejected the voucher and they completely ignored the deadline and brushed it off as has "internally addressed feedback."
Enough said. If you are planning a trip here —be warned that you risk being subjected to blatant hostility and corporate management will not back you up if things go wrong. Please park your cold hard cash (They are not cheap $380 for no ensuite toilet and $30 for a pet bed which my dog did not sleep and an empty pet bowl) somewhere else where true Hospitality shines. In hospitality, service is everything. Into the Woods or Wolf, sincerely would not recommend. Period.
The Incident:
Pre-Arrival: As a responsible guest, I proactively messaged the team to state our demographics (elderly person and pet) so they were notified. The return text simply snapped that no butler service was available. I reassured them that my mother is ambulatory but noted we would need the buggy for the distance from the ferry jetty to the glampsite, as it was our first time on the island.
Arrival Delays: On our travel day, our ferry detoured to Kusu Island. I messaged Kelvin immediately to update him. When we finally landed at Lazarus Island, the buggy was gone. We texted and called, but our call went unanswered. He eventually texted saying he was busy with other guests.
Rude Reception: When Kelvin finally arrived, he rudely commanded me to carry my luggage and placed next to him. Before the buggy even moved, he utterly lectured me about camp operations and what I "needed to do." The issue was not the operational information, but his shockingly arrogant delivery. When I stopped him and told him off for his tone, he told me that if I wasn't happy, I could just "go back home." With an elderly parent and a pet in tow on a remote island, I was forced to stay and endure it. He then conducted a facilities demonstration where he condescendingly forced me to repeat the steps back to him like a student.
Public Humiliation at the Jetty: The following day, we were sent to the jetty together with our rubbish bag. While we were waiting at the terminal—which was crowded with arriving and departing guests and passengers —Kelvin drove back with new arrivals. Spotting me across the crowded dock, he yelled in front of everyone: "Madam, you forgot to throw your rubbish!" I was totally stunned and publicly humiliated!
Management's Reaction:
I chose to approach and lodge a complaint with the co-founders, Ray & Sam, requesting for either a full refund or a partial refund of $280 to compensate for the severe breach of Hospitality service standards and the dignity punctured.
Management replied via email and explicitly admitted to Kelvin's misconduct, writing: "If the words 'you can go back home' were used in the manner you described, we agree that this could have been handled much better. Likewise, calling across the ferry terminal regarding the rubbish could have been communicated more discreetly."
Despite admitting that their staff publicly causing embarrassment and spoke down to a paying guest ,they flatly refused any compensation, hiding behind "operational circumstances" and even has the cheek to invite me back, 30% discount (Not Free, even if its free who dare to return) and "better circumstances and hopefully leave a much more positive memory". WTF! When I rejected the voucher and they completely ignored the deadline and brushed it off as has "internally addressed feedback."
Enough said. If you are planning a trip here —be warned that you risk being subjected to blatant hostility and corporate management will not back you up if things go wrong. Please park your cold hard cash (They are not cheap $380 for no ensuite toilet and $30 for a pet bed which my dog did not sleep and an empty pet bowl) somewhere else where true Hospitality shines. In hospitality, service is everything. Into the Woods or Wolf, sincerely would not recommend. Period.
翻译：我决定预订拉撒路岛上的“Into the Woods”民宿，打算和年迈的家人及我们的宠物狗一同前往，享受一段宁静的假期。然而，一位名叫凯尔文的员工表现出的敌意、居高临下的态度以及粗鲁无礼的言行彻底毁掉了我们的整个行程。在我向管理层投诉以寻求补救后，情况反而变得更糟。
事件经过：
入住前：作为一名负责任的客人，我主动联系团队，告知了我们的基本情况（一位老人和一只宠物），以便他们知情。对方回复称不提供管家服务。我向他们保证我的母亲能够行走，但同时指出由于我们从未来过这座岛，从渡轮码头到露营地距离较远，我们需要使用轮椅。
抵达延误：在出发当天，渡轮绕道停靠了龟屿岛。我立刻发消息给凯尔文，告知这一情况。当我们终于抵达拉撒路岛时，那辆观光车已经不见了。我们发短信、打电话，但始终无人回应。后来他才发来短信，说自己正忙着接待其他客人。
粗鲁的接待方式：凯尔文终于出现后，他粗鲁地命令我拎着行李走到他身边。车子还没开动，他就滔滔不绝地对我讲解营地运作事宜以及“我该做些什么”。问题并不在于那些操作说明本身，而是他那种极其傲慢的说话方式。当我制止他并因他恶劣的语气而斥责他时，他竟对我说：要是我不满意，大可以“回家去”。当时我带着年迈的父母和宠物身处一座偏僻的岛屿上，只能被迫留下忍受这一切。随后他进行了一次设施演示，还居高临下地强迫我像个学生一样把操作步骤重复给他听。
码头上的公开羞辱：第二天，我们带着垃圾袋被一起派往码头。当我们在候机厅等候时——那里挤满了来来往往的宾客与乘客——凯尔文驾车带着新到的客人回来了。他在拥挤的码头上认出了我，便当着所有人的面大喊：“女士，您忘了扔垃圾！”我惊呆了，还当众蒙受了耻辱！
管理层的反应：
我决定直接向联合创始人雷和萨姆投诉此事。要求全额退款或退还280美元的部分款项，以弥补酒店严重违背服务标准以及损害客人尊严的行为。
管理层通过电子邮件回复，明确承认了Kelvin的不当行为，信中写道：“如果‘你可以回家了’这句话真如您所描述的那样被说出口，我们承认这种情况本应处理得更好。同样，关于垃圾事宜，在渡轮码头进行沟通时也本应更加谨慎。”尽管承认自己的员工当众出丑，还对付费客人态度恶劣，但他们断然拒绝任何赔偿，以“运营方面的特殊情况”为借口。甚至厚颜无耻地邀请我再次光临，还提供30%的折扣优惠（就算免费也没人敢去吧）。他们还承诺“情况会有所改善，希望能给我留下更美好的回忆”。搞什么鬼！当我拒绝该优惠券后，他们完全无视截止日期，还把我的反馈轻描淡写地称作“已在内部处理”。言尽于此。如果你正计划来此旅行——请务必警惕：你很可能遭遇公然的冷漠与敌意；一旦出现问题，酒店管理层也绝不会为你撑腰。还是把你的辛苦赚来的钱花在别处吧——那里才体现真正的热情好客。这里的价格贵得离谱：380美元却连独立卫生间都没有；宠物床要30美元，可我的狗根本没睡在上面，而且那个宠物碗也是空的。在 hospitality行业，服务才是一切。总而言之，真心不建议选择“Into the Woods”或“Wolf”酒店。仅此而已。
事件经过：
入住前：作为一名负责任的客人，我主动联系团队，告知了我们的基本情况（一位老人和一只宠物），以便他们知情。对方回复称不提供管家服务。我向他们保证我的母亲能够行走，但同时指出由于我们从未来过这座岛，从渡轮码头到露营地距离较远，我们需要使用轮椅。
抵达延误：在出发当天，渡轮绕道停靠了龟屿岛。我立刻发消息给凯尔文，告知这一情况。当我们终于抵达拉撒路岛时，那辆观光车已经不见了。我们发短信、打电话，但始终无人回应。后来他才发来短信，说自己正忙着接待其他客人。
粗鲁的接待方式：凯尔文终于出现后，他粗鲁地命令我拎着行李走到他身边。车子还没开动，他就滔滔不绝地对我讲解营地运作事宜以及“我该做些什么”。问题并不在于那些操作说明本身，而是他那种极其傲慢的说话方式。当我制止他并因他恶劣的语气而斥责他时，他竟对我说：要是我不满意，大可以“回家去”。当时我带着年迈的父母和宠物身处一座偏僻的岛屿上，只能被迫留下忍受这一切。随后他进行了一次设施演示，还居高临下地强迫我像个学生一样把操作步骤重复给他听。
码头上的公开羞辱：第二天，我们带着垃圾袋被一起派往码头。当我们在候机厅等候时——那里挤满了来来往往的宾客与乘客——凯尔文驾车带着新到的客人回来了。他在拥挤的码头上认出了我，便当着所有人的面大喊：“女士，您忘了扔垃圾！”我惊呆了，还当众蒙受了耻辱！
管理层的反应：
我决定直接向联合创始人雷和萨姆投诉此事。要求全额退款或退还280美元的部分款项，以弥补酒店严重违背服务标准以及损害客人尊严的行为。
管理层通过电子邮件回复，明确承认了Kelvin的不当行为，信中写道：“如果‘你可以回家了’这句话真如您所描述的那样被说出口，我们承认这种情况本应处理得更好。同样，关于垃圾事宜，在渡轮码头进行沟通时也本应更加谨慎。”尽管承认自己的员工当众出丑，还对付费客人态度恶劣，但他们断然拒绝任何赔偿，以“运营方面的特殊情况”为借口。甚至厚颜无耻地邀请我再次光临，还提供30%的折扣优惠（就算免费也没人敢去吧）。他们还承诺“情况会有所改善，希望能给我留下更美好的回忆”。搞什么鬼！当我拒绝该优惠券后，他们完全无视截止日期，还把我的反馈轻描淡写地称作“已在内部处理”。言尽于此。如果你正计划来此旅行——请务必警惕：你很可能遭遇公然的冷漠与敌意；一旦出现问题，酒店管理层也绝不会为你撑腰。还是把你的辛苦赚来的钱花在别处吧——那里才体现真正的热情好客。这里的价格贵得离谱：380美元却连独立卫生间都没有；宠物床要30美元，可我的狗根本没睡在上面，而且那个宠物碗也是空的。在 hospitality行业，服务才是一切。总而言之，真心不建议选择“Into the Woods”或“Wolf”酒店。仅此而已。
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