Extremely poor communication
I get dropped off at my accomodation, but I have no further instructions. The reception is closed. I ring Sunraysia Security which is written near a locker on a wall, as per Qantas pilots’ suggestions, who are staying here. He tells me to put in a code 4020# & the locker will dispense my keys. The packet also has 4020 written on it. I get up to 4th floor and there is no 4020. The room ends at 411 or 413. I call Sunraysia security for assistance. I end up speaking to somebody & explain the situation regarding the room 4020 not findable, and he simply repeatedly tells me I’m supposed to “speak to my (his) boss”. He says this over & over again. I tell him the number I have called is the same number 03 5021 3888 that I called earlier, and I recite it to him, but he keeps saying over & over again “you need to speak to my boss”. No further information on how to speak to his boss. He stonewalls my attempt to explain to him that I am calling the same number 03 5021 3888 that I spoke to security earlier. Then he tells me to go into the elevator and find the number on the wall, I tell him it’s the same number 03 5021 3888. He goes back to saying over & over again “you need to speak to my boss, you need to speak to my boss”. He then gives me a phone number to call - which is exactly the same one 03 5021 3888. I try *again* to explain to him that this is the number I am calling, 03 5021 3888, and it is going through to him, and he just goes back to saying “you need to speak to my boss, you need to speak to my boss”, over & over again. I’m now very confused and frustrated.
I end up calling the local police station, thinking they might have some local knowledge as to who I am to speak to from Quest. They have no idea. I tell them I might just end up sleeping in the corridor, but I don’t want to receive a fine for fire obstruction.
I then get a call from a mobile number whilst I’m speaking to police & I message back saying I’m onto police & who is this. He won’t tell me who he is. He just wants to know my location / accomodation. As a single woman on my own, I am uncomfortable giving my location to an unknown number, I keep asking who this is please, and no reply.
I call that number back and it’s the original security guard, who speaks in a condescending manner “what’s going on?”, as if though I’m somehow the problem. I asked him to please attend to the Quest apartment because now I’m very distressed. He becomes belligerent and says I have to tell him what’s happening and he won’t attend unless I do. Why hasn’t his subordinate briefed him on the situation? Particularly as I’ve just been repeatedly stonewalled & now am distressed. I go through everything that’s happened until now, and tell him there is no room 4020. I tell him I was extremely confused to be repeatedly told by his subordinate to call him on the very number that I’m in fact calling on, and that I have to “speak to my boss” with no further information as to how to reach “his boss”. He shows absolutely no empathy and starts telling me to settle down. I said “no, please don’t tell me to settle down, I’m allowed to speak what the truth is”, but he just becomes aggressive and argumentative. I hang up.
In the meantime, whilst I’m trying to speak to Sunraysia Security, another guest is interfering in the situation and keeps trying to impose his key upon me, which is making me incredibly uncomfortable. I don’t wish to enter his room. He will not listen to my request to please allow me to resolve this without his input, he keeps insisting I use his key. His key will obviously only work to his room, and I’m starting to feel I’m being forced into a room of a stranger. I feel powerlessness & harassed.
I end up booking into a different hotel as there is no further information as to what how to resolve this issue with the key packet on the outside stating 4020 and no such room as 4020, and two keys inside the packet with no number on them, and Sunraysia security completely unable to assist me to resolve it. After this decision to move hotels, I get a message from the proprietor of Quest asking if she can help me. By this stage, I don’t trust I will be treated empathetically and I decline to engage.