After I made my Trip booking, i had called the hotel to check if they can arrange a baby cot in the room for us. To which the receptionist on the phone said she would remark it in my booking.
When we checked in the room, the baby cot was not in there and there was also no mention of it by the staff who checked us in.
The staff also did not offer to ask if we require any baby-related items, when she saw that we have a baby with us.
NOT family-friendly place, service staff
When we reached the hotel check-in counter, it wasn’t clear on where to queue, we asked the staff and was just “We will come to you.” It was strange because all seemed so busy, it was like nobody noticed we were there at all. We stood to queue anyway.
Staff also did not greet, it was an unwelcoming start to the stay already.
When I called the service desk to request for a late check out, she replied flatly No they are unable to do that without any moment of consideration. I said that I am a Discovery member who is entitled to a late check out. She then asked for my room number.
Shouldn’t the staff ask for my room number, do her due diligence and best effort, before replying the guest No?
In the end, we were offered late check out.
A cleaner who saw us walking to the same door as he was, was only 2 steps ahead of us. And he didn’t even bother to help hold the door for us considering we were handling a stroller, and carrying a baby. Anybody else, any fellow guest, would have helped to hold the door as it is basic courtesy. It just seems that there was insufficient service training thus far.
The whole stay had been unpleasant service wise and require serious service improvements. It’s a very pretty place with very cold disappointing service standards.
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