"Dear Four Seasons Jakarta Management Team,
I am writing to formally express my disappointment regarding a highly unacceptable experience during our recent stay at your hotel.
I chose Four Seasons Jakarta specifically to celebrate my parents’ anniversary, expecting a memorable and comfortable experience that reflects the reputation of your brand. Unfortunately, what occurred was deeply disappointing and frankly unacceptable for a hotel of this standard.
When my parents attempted to use the soap in the shower, they discovered that it was visibly molded. As their English proficiency is limited, they informed me of the issue and I contacted your staff to request a replacement. While room service promptly delivered two new bars of soap, both replacement soaps were also molded.
What concerns me even more is that my parents did not inform me that the replacement soaps were also unusable. They did not wish to trouble me again, nor were they confident in explaining the situation in English. I only discovered this issue later, while assisting them with packing their luggage.
This situation reflects a serious lapse in housekeeping quality control. Molded toiletries should never be present in a guest room, let alone delivered again as replacements. Such an experience not only undermined the purpose of our celebration but also caused unnecessary discomfort and disappointment for my parents. "
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