We stayed at Grand Miramar expecting a relaxing vacation, but unfortunately experienced a serious safety incident and extremely disappointing management response.
During our stay, the elevator door malfunctioned and closed on my recently operated shoulder/arm area. I had undergone major shoulder surgery only weeks earlier, and this incident caused significant distress and physical pain. Instead of treating the situation with care and professionalism, several staff members responded dismissively.
One front desk staff member giggled during the discussion. Another manager told me to “behave yourself” while I was trying to explain the safety concern and request assistance. The operations manager insisted that we had “used the elevator incorrectly,” despite the fact that my husband only pushed the door open after it had already closed on me. He further asked me to leave the hotel if I am unhappy.
What made the experience worse was the complete lack of meaningful follow-up from management. I sent detailed emails to the General Manager regarding the safety issue and the inappropriate staff behavior, but received no response to date. The operations manager promised to write an apology letter, but to date, we received none.
This was not simply a minor service issue. A hotel elevator malfunction involving a guest recovering from surgery should have been treated seriously, with empathy and professionalism. Instead, we felt dismissed, blamed, and disrespected throughout the process.
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