Room for Improvement at a Luxurious Resort

Overall, this is an excellent resort. In terms of hardware—whether it's the facilities, rooms, or design, everything is spot-on! They boast incredible hardware. As for the service, Regent maintains a stable and smooth experience. That's not an issue either. The reason I've rated it 4 out of 5 is due to their handling of special situations. The team seems ill-equipped to manage these scenarios. Some managers attempt to resolve issues but may only aggravate the guests. During our visit, our room had cockroaches, which is absolutely unacceptable for Regent's standards. Initially, they offered a weak gesture of 10% off dinner, which surprised us and worsened our experience! Although they ultimately showed sincerity and we accepted it, the team really needs to learn how to execute proper service recovery and make guests feel comfortable. As a luxury hotel, they should prioritize guests' feelings during problems. It's not about guests seeking compensation; the hotel should appreciate that guests are giving them a chance to make things right. Sadly, not every manager here comprehends this aspect. Even the resort manager didn't seem professional enough in this regard. I hope the GM provides the club and resort managers with training in service recovery and in communicating effectively with guests for a more comfortable experience. Notably, the FOM is quite professional compared to others. I look forward to returning and finding a much improved Regent next time.