To Whom It May Concern, I am writing to formally report a serious issue I experienced during my recent stay at LivAway. Upon checking in, I was issued a room key by the front desk. When I entered the assigned room, I discovered that it was already occupied by another guest who was asleep at the time. This created an extremely uncomfortable and concerning situation, particularly from a safety and privacy perspective. Following this incident, I spent approximately 30–45 minutes in the lobby while the front desk staff and their manager attempted to resolve the issue. During this time, there appeared to be internal disagreement between staff, and the situation was not handled in a professional or reassuring manner. Most concerning was the lack of accountability—neither I nor the guest whose room I entered received a direct apology or acknowledgment of the seriousness of the error. Once the issue was resolved, I was simply issued a new room key without any formal apology, explanation, or reassurance regarding guest safety protocols. Being mistakenly granted access to an occupied room represents a significant breach of trust and raises valid concerns about the security measures in place at your property. I would appreciate a formal response addressing this incident, including what steps will be taken to prevent similar situations in the future. Additionally, I hope you take this matter seriously and use it as an opportunity to improve your procedures and guest experience.
To Whom It May Concern, I am writing to formally report a serious issue I experienced during my recent stay at LivAway. Upon checking in, I was issued a room key by the front desk. When I entered the assigned room, I discovered that it was already occupied by another guest who was asleep at the time. This created an extremely uncomfortable and concerning situation, particularly from a safety and privacy perspective. Following this incident, I spent approximately 30–45 minutes in the lobby while the front desk staff and their manager attempted to resolve the issue. During this time, there appeared to be internal disagreement between staff, and the situation was not handled in a professional or reassuring manner. Most concerning was the lack of accountability—neither I nor the guest whose room I entered received a direct apology or acknowledgment of the seriousness of the error. Once the issue was resolved, I was simply issued a new room key without any formal apology, explanation, or reassurance regarding guest safety protocols. Being mistakenly granted access to an occupied room represents a significant breach of trust and raises valid concerns about the security measures in place at your property. I would appreciate a formal response addressing this incident, including what steps will be taken to prevent similar situations in the future. Additionally, I hope you take this matter seriously and use it as an opportunity to improve your procedures and guest experience.
