Thank you very much for upgrading our accommodation during 4 nights stay in the hotel.
Our initial impression would have been a 10, but due to a series of declining service issues, the overall rating drops to merely average. Below is a detailed breakdown for the hotel's reference and improvement.
Positives (Plus Points):
1. Staff Member – Ms. HIEN – Warm, friendly, and thoughtful in her arrangements. She truly cared about our needs and made us feel welcome. She was the highlight of our stay.
2. Restaurant Staff – Mr. THAM – Went out of his way to assist new colleagues while also attending to us with great hospitality. He demonstrated excellent teamwork and service attitude.
Areas Needing Serious Improvement (Major Deductions):
3. Careless and Untrustworthy Concierge / Phone Booking Service
· We asked the hotel to call and make a reservation at the international brand Hotel A on our behalf. After a one‑hour drive to reach Hotel A, the front desk there confirmed that no reservation had ever been made. They further explained that the service we requested is very popular and cannot be arranged on the same day – so it was impossible for your staff to have secured a booking. Not only did your staff fail to relay the actual response, but they also falsely told us it was "all set." This is not a miscommunication; it is a matter of integrity.
· Separately, we asked the hotel to call a seafood restaurant for dinner and reserve specific seafood items for us. Again, we were told it was done. Upon arrival, the restaurant staff awkwardly informed us that they had never received any such request, and moreover, the seafood we wanted was not even available that day. So why were we told otherwise?
These two incidents clearly reflect an internal culture of "telling guests what they want to hear rather than the truth" – which severely undermines guest trust.
4. Rude Check‑out Time Pressure
Check‑out is at 12:00 noon. At approximately 12:05, a middle‑aged male, seems Mr. Quan from Concierge (I could not read his name badge clearly) knocked on our door and asked, whether our luggage was ready. We handed over our bags immediately, whereupon he deliberately looked at his watch and displayed an annoyed expression. How do you think this made us feel as paying guests? A mere five‑minute delay does not justify such discourteous behaviour, and it left a very sour taste at the very end of our stay.
Hygiene / Environmental Issue (Critical Alert):
While the facilities and room condition were generally acceptable, the flying insects problem was extremely severe, affecting our stay in pool side and restaurant. This is a basic hygiene management matter, and we urge the hotel to take immediate pest‑control action. No amount of good service can compensate for such a fundamental shortcoming.
Final Summary & Recommendations:
The hotel's hardware and some staff members are commendable, but management must seriously address the honesty and accountability of the front‑desk / concierge team, and reinforce courteousness in guest interactions. At the same time, the flying insects issue demands urgent attention. We hope to see genuine improvements – your guests deserve better for the money and trust they place in you.
