haha sorry i thought it was sch who asked!
ok babes. here is my complaint letter. enjoy!:
For the attention of
The Customer Services Manager,
Siloso Beach Resort,
51 Imbiah Walk Sentosa,
Singapore 099538
Re: Mismanagement of Expectations
Dear Sir,
I made a reservation for a Queen Rooftop Suite at your hotel for one night from 13 Jan to 14 Jan 2007. During the time of my booking, I requested for an earlier check in and one of your colleagues was kind enough to offer us 2pm check in, with a pick up time at 1.30pm from Vivocity.
I also asked if the hotel offered anything special since this was supposed to be a surprise birthday getaway for my husband. I was offered complimentary champagne and cake, which was a really nice gesture. Unfortunately, things started going downhill from the very moment we arrived at the hotel.
Upon checking in, with my husband within earshot, one of the Front Desk Officers asked if I still wanted the birthday cake, to which I replied with a hint of sarcasm that yes I would still like it and it was supposed to be a surprise. No apology was offered for the lack of tact and discretion.
We were initially given room 827 which was beautiful except for the uncomfortable damp carpet in the room, as well as the soaking wet carpet at the top of the stairs leading up to the rooftop. Your colleague Miss XXXXX was kind enough to approach us to inform us
that she would arrange a room change for us but our new room was not ready as she apparently wasn't aware that we were checking in early. That was rather strange to us since an early check in was requested and granted at the onset of the reservation. How else would early transport have been arranged for our arrival?
Room 818 was wonderful with no leaks however we were told that the jacuzzi was not ready and had to be fixed and that we would have to wait an hour for that to be done. To our dismay, after two hours of waiting, we realised that nothing had been done to the jacuzzi.
Again it was Miss XXXXX who stepped in and she offered to stay in our room to ensure our belongings were safe while the jacuzzi was being fixed. For her generousity, we are most grateful.
Breakfast the next morning was a huge disappointment. While we understand that the rowdy crowd was no one's fault, we could not help but feel we were in the neighbouring Coasta Sands Resort rather than an exclusive hotel. The food and range of food was far from satisfactory for a hotel of this standard.
For the promotional rate (dare we believe that the actual rates will increase with this level of service?) that we paid, we would have received far better treatment at either of the other two hotels on Sentosa island. The rate the hotel is charging is definitely not justified.
From the vision of a romantic getaway, we ended up with a make-do holiday that I regret booking. It is really a big shame since many friends are relying on our feedback to decide on their bookings.
Please convey our thanks to Miss XXXXX for being the only saving grace of the hotel.
Best regards,
Mr & Mrs Blue Bunny
