There’s a staff at the luggage counter, name Agustin. I strongly recommend Pullman cairns international investigate this staff. We checked out at 1 pm today and we store our luggage. we back to the hotel to pick up my luggage around 4 pm. You better confirm if there’s a guy work at luggage counter between 2pm -5pm name Agustin. When I gave him the luggage tag, he was very confused. He confirmed with me again and again and clearly saw my name on his list. He showed a doubt. I really don't understand. Is it so hard to open the luggage door and push out my two cases? Is this normal service attitude? Then he went into the room where the luggage was stored. I waited for him for ten minutes and he didn't come out. A girl in green came out and told me that Agustine had gone in to pick up my luggage and that he would be out soon. After ten minutes, I couldn't wait any longer, so I went to the front desk to find a receptionist who was very helpful to me. When he opened the luggage door, there was my suitcase in front of him. I was shocked that my name tag was on my suitcase. So I don't know why Agustine has any prejudices about about me that make him reluctant to push the luggage out to me. This action should take no more than 10 seconds. Is this the attitude pullman presents to customers? I hope pullman cairns international will look into this thoroughly. No matter what the reason is, pullman has to punish Agustine for dealing with this matter.