GGuest UserPlease see the details of my experience below:
Incomplete Check-In & Luggage Handling: I reached the hotel lobby around 11:00 AM to check in and provided my NRIC and phone number to the receptionist for verification. Because the room was not ready yet, I told her it was fine, left my baggage with her, and requested her help to bring it up to the room once it was ready. I then rushed to catch the shuttle bus to the theme park.
Delayed Evening Check-In & Unsecured Baggage: When I arrived back at the lobby around 10:00 PM expecting to simply collect my room keys, a different receptionist took more than 15 minutes to process my check-in all over again. During this time, he also faced a printer failure while trying to print my breakfast vouchers for the next day. Furthermore, I noticed my baggage was still left out in the open area of the lobby.
Lack of Urgency at Front Desk: While waiting for my late check-in, the phone at the front counter rang continuously for more than 10 seconds. Only one staff member finally answered it, while three other staff members just stood there daydreaming. As a waiting guest, I personally felt quite irritated watching the front desk phone ring for so long without being answered.
Poor Staff Attitude: When I asked what time breakfast was served, the staff member replied, ”It's standard lah... 7:30 AM till 10:30 AM,” as if I were a barbarian who had never stayed in a hotel before asking a dumb question. Their attitude felt like I don't care.
Disregarded Guest Request: Because I was too exhausted to continue waiting for the breakfast voucher to print, I requested that the staff deliver it to my room later by simply slipping it under the door. However, when staff member came to deliver it, he still pressed the doorbell, unnecessarily disturbing my rest.
Confusing Service Design & Layout: The hotel room lifts are quite complicated to reach from the lobby. The receptionist merely pointed and told me to ”go straight and turn right.” Carrying my own baggage, I went straight, turned right, had to make a U-turn, and kept asking around before finally finding the room lift. It felt like a treasure hunt, banging around here and there until I finally reached it. I am not sure if your service design is intentionally meant to handle customers this way.
Room Cleanliness Issues: The room itself was quite dusty. I could clearly see hair and dirt on the bedsheets. There was also some black substance inside the fridge, to the point where I did not dare put any of my drinks inside.
Overall, the hotel is quite nice physically considering the age of the hotel. It just really needs to improve its service culture, staff training, and cleanliness standards.
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