"I stayed at Hotel Zena in Washington DC with my parents from May 18–22, and overall the hotel itself was quite nice. The location was convenient, the room was comfortable, and the bar downstairs had a good atmosphere and drinks. Most parts of our stay were enjoyable.
However, I had a very disappointing experience when calling the front desk to ask about a charge breakdown on my bill. I was repeatedly placed on hold, and the female staff member sounded impatient throughout the conversation. English is not my first language, but before I could even finish explaining my question, I was interrupted multiple times and told “I don’t understand what you’re saying.” The tone and attitude made me feel uncomfortable and unwelcome.
As a hotel that strongly emphasizes feminism and women empowerment in its branding, I was especially struck by how dismissive and unfriendly the female front desk staff member was during this interaction. It left a particularly negative impression on me.
As an international guest, this interaction honestly felt like a form of subtle discrimination or at least a lack of respect and patience toward non-native English speakers. I was simply trying to understand the charges on my account. Better communication and professionalism from the front desk staff would have made a huge difference.
Other than the customer service experience on the phone, the hotel itself was fine."
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