Adam Pigrum
November 29, 2025
I am writing to formally raise concerns about the disappointing experience my family and I had during our recent stay at your hotel. Given Pullman’s reputation and the $280 nightly rate, I expected a far higher standard of service than what we received.
Firstly, upon arrival we had six large suitcases and received no assistance from staff. I had to load the trolley myself and push it to reception, which was surprising for a hotel of your calibre, especially at an airport location where luggage support is expected.
Secondly, we ordered food from the bar and waited over 50 minutes for it to arrive. When it finally did, the quality was extremely poor. One meal arrived cold and had to be sent back, and the rest of the meals were barely eaten due to the disappointing quality—despite the $120 cost.
Most importantly, we had an early flight at 6:00am and were advised by your team to call reception at 4:00am so someone could assist with our luggage and arrange a taxi. At 4:00am, I called multiple times and received no answer. As a result, I had to transport all of our luggage to the lobby myself and organise my own transport at last minute, adding unnecessary stress at a time when support had been explicitly promised.
Overall, the lack of service at multiple touchpoints made our stay far below what I would expect from the Pullman brand. I am requesting that this experience be reviewed and that appropriate compensation or a goodwill gesture be considered.
