The worst service experience we ever had from a four star resort when we stayed at the Terracotta Hotel & Resort Dalat. The staff were incredibly unhelpful and unprofessional They seemed to be more interested in chatting with each other than helping guests. On top of that, no emergency procedures to assist guest in case of emergency. Staff and hotel management is pathetic , unprofessional services . To make matters worse, they put guest a risk when come to health and safety. We had an incident while staying Terracotta Hotel & Resort Dalat. During Feb/2023. Below is my cousin’s incident report of the horrible event. Mao Tri Hoa We included 9 seniors who were invited to attend a wedding party held at the 4 star Hotel&Resort 17 hectares foreign name TERRACOTTA DALAT. On 19-2-2023 we checkin 4 rooms. I'm in room 8711- my friend is in room 8721 and 2 other rooms same block. In the morning of 20-2-2023 at 7am we were preparing to have breakfast-My friend's name is Huynh Thi Bach born in 1942 (81 years old) in room 8721 going from the 1st floor to the ground floor had fallen 9 steps to the ground-because of the error in the design of the beautiful stairs which is not safe, especially for the elderly. Sister has a nose injury-face swollen-head bleeding. My friends heard a noise running out and found that the sister was lying motionless so they ran to help immediately, and I immediately called the reception - the script is as follows: -Miss-please send the medical staff to the emergency room because someone fell down the stairs- very serious injury. - The receptionist replied: There are no medical staff here - I said: So does the resort have emergency support staff? -Answer: There are no emergency support staff here either! - I said: So will I call the car to take the patient to the hospital? -L - Tan replied: No - the uncle called the car outside to take the patient to the hospital. 15-20 minutes later the receptionist called me back on the room phone: do I need to call the bus to take the patient to the hospital again? -I said:no need-(because I already called the car outside! ) And then she hung up and was safe with no extra support after that. Me and everyone in the group took Ms. Bach 81 years old to Lam Dong Provincial Hospital by self-sufficient car! None of the resort staff went in support of neglecting our elderly to self-deal . We-the people in the black area are grateful to Lam Dong Hospital for their dedication to heal-taking pictures and sewing the wounds on the head of the patient, for almost 3 hours-And we-the elderly are lucky because my friend is still alive and coming back to his family Saigon. We-extremely GRATEFUL 4-star Hotel&Resort 17 hectare Terracotta taught us a valuable lesson for seniors:When you want to learn to make it in a 4-star Resort, you must bring first aid-otherwise please at a simple motel-because if there is a stomachache, the host will also give a pill. Thinking that: The Vietnamese Hotel and Tourism Association as
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