Met the worst reception ever in my travelling when I reach this hotel.
When we reach the hotel, instead of greeting us with a smile upon check in, the front office lady demanded our passport. The driver that we arranged ourselves, was there during the check in, in case we need help. Instead of talking to me, who is the person staying, she choose to talk to my driver.
Next, she demanded us to provide vehicle number, a china registered mobile number, citing that it is regulations to provide this. As we do not have a China register number, I told her we do not have it, and her first sentence to me is " cannot check in, full stop". No alternative and suggestions given. Our driver has to talk to her and give them his number in order to proceed to her next level for us to progress.
Come the payment, when I mention that I will be using alipay to make the room charges, she told me and said if I am a singaporean and using alipay, I cannot make the payment. Full stop again. No suggestion and alternatives. Its as if she is telling me that she do not need our business. Throughout this time, she did not even put on a smile and look at me once. This trigger me because she did not even bother to try.
After much commotion, we got her manager to come down. When her manager came down, instead of pacifying or explaining the situation to me, she only listen to her staff explanation and tell me we can't make payment through alipay because we are singaporean. I immediately ask her " have you tried charging? Can you even try first?" And I was right. When she finally decided to try to charge my alipay account, it went through the first time.
There was no apologies, no remorse as to how all this things happens. Instead of giving us a welcome and providing a service, explanation, and clarification, it was a clear discrimination for tourist. If there are so many restrictions for tourist to check in such as providing contact number and vehicle number, why did the hotel not indicate this information as required in their profile? As a hotelier that uses trip.com merchant account, I know that such information can be indicated in their profile to provide clarity. But they did not, and I have to face such remarks and negative service from their front office. If they are not tourist friendly, then do not put your hotel profile on online travel agents to promote to tourist.
I doubt the hotel will provide a reasonable explanation to all this even if they reply my feedback other than giving a standard answer, considering that they did not even do any service recovery when I was there physically. If there is even any standard they have, go find out who was the front office lady that was on duty on 10th January evening and guide her on how to provide a good service.
We booked 2 rooms. And my friend room toilet bowl was choked . Their engineering team came with a pump and drip dirty water across the entrance without apologising.
Breakfast was bad with cold food and little options to cater for tourist.
For a hotel that brand themselves 5 star, it can only meet a 3 star standard with 2 star service level. If you are a tourist, i would not recommend this hotel unless you are with a tour group, as they seem to care more on tour groups which give them more revenue than a normal tourist staying for 1 or 2 nights
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