Formal Complaint Regarding Unprofessional Treatment by Security Staff

Dear Management,

I am writing to express my deep disappointment and frustration regarding an incident that occurred during my visit to The Star Sydney today Morning. My family and I visited your esteemed establishment for breakfast at the Harvest Buffet, and while the dining experience was wonderful, what transpired afterward completely ruined what was meant to be a special day of celebration.

After finishing our meal, I, along with my wife and three children, decided to explore the venue. Just infront of the Harvest there was some place i asked Security there it gaming area he said that yes its Casino i asked can i visot with my wife to show her quickly inside he said no because i cant leave kids unintended. Anyways i left and found stairs going down amd started to explore the venue. We walked around to experience what is widely regarded as one of Sydney’s iconic locations. However, my experience took a sharp turn for the worse when I interacted with the same security staff again.

Without any intention i reached again to a place where thr was a Security and it looked like casino. We turned back and i saw red sofas and asked my kids to sit here while i go and ask the Security tht same question tht if I can quickly show my wife what it look like inside she said no and told me same reas9n. I turned around and saw the first Security guard walking to my kids.

When I reached them, he addressed me rudely, raising his voice and lecturing me in an aggressive manner about leaving my children unattended, despite the fact that I was merely a few steps away and had them in my sight the entire time.

When I tried to explain that I am fully capable of ensuring the safety of my own children, the guard became even more hostile, speaking louder and more rudely. I felt deeply disrespected and humiliated in front of my family, and I found the situation unacceptable.

As we attempted to leave and return to the parking area from Harvest side. I was further embarrassed when I was approached by another security guard, who indicated that I was being reported as a "problematic" individual. This guard asked me to explain what had happened, which I did in full, while expressing my concerns about the earlier guard’s behavior. However, instead of listening, he asked me to leave the building, effectively forcing me out in front of other guests, my wife, and my children.

This entire experience left me feeling as though I had been treated like a criminal or intruder, despite having paid for a meal and following all the rules of the establishment. I had come to The Star to celebrate my birthday with my family, expecting a day of joy and good memories. Instead, we were humiliated and hurt. We had plans to visit other places afterward, but the embarrassment and emotional toll ruined the entire day, and we went straight home.

The actions of your security staff reflect a clear lack of proper training and customer service etiquette, which I would not expect from a prestigious venue like The Star. As one of Sydney's most iconic establishments, known for attracting international visitors, it is essential that staff members, particularly those in security, are equipped to handle all situations with professionalism and respect. What should have been a special day for my family turned into an ordeal due to the inappropriate behavior of your staff.

I request that you take this complaint seriously and review the conduct of your security team. I hope that no other family has to spent money to endure the embarrassment and disrespect that we faced. I also urge you to implement better training for your staff on how to deal with customers in a respectful and dignified manner and according to situation. Not everyone is criminal.

Thank you for your attention to this matter. I look forward to hearing from you regarding the steps you will take to address this issue.