hi all, wanna share this forum letter in the Sunday Times yesterday. So far, i have a good impression of Shangri-La so I was quite disheartened to see this article.
Brides who stayed at Rasa Sentosa, do share with us your stay at the hotel.
"Anything but Shangri-La
I AGREE totally with the observations of Mr Ong Wee Gee ('Anything but five-star service'; The Sunday Times, May 23). Recently, my family and I checked into Shangri-La's Rasa Sentosa Resort. Although the check-in time was 3pm, I was told that the earliest we could check in would be 4pm but if the room was ready earlier, they would call me.
I checked with the reception after 4pm and got this retort: 'Did we call you? If we did not call you, the room is not ready.'
The horror continued when I waited an hour for a sewing kit, only to have room service appear to fulfil a non-existent request to open the sofa bed. I was then informed that there was a sewing kit in one of the many drawers.
To make matters worse, we returned to our room for a shower after a swim the next day to find the chambermaid cleaning up the room. She was not convinced that we had secured late check-out and proceeded to make a long telephone call to another department to verify what we told her. She argued with the colleague that she did not receive any request to clean up later.
To show her displeasure, she shoved some toiletries into my hands when I asked for them.
When we checked out, we were told that the computer system was down and that we could either sign the bill or wait for the system to be up 'whenever'. As it turned out, the bill was incorrect and we had to submit a dispute claim with the bank.
We wrote to the hotel, only to be told that all the inadequacies we encountered were 'one off'. That's one too many.
I have stayed at the JW Marriott in Bangkok and Phuket. The service was so good that I was reluctant to leave.
We can spend billions on Sentosa's infrastructure but without a quantum leap in service, there won't be any repeat visitors."
