Utente ospite
14 aprile 2024
The driver of the shuttle bus is helpful in the morning. But the check-in experience is really a nightmare. I didn’t feel any warm welcome. The lady handled us with a cold face. Even though she made a wrongly luggage given upon check-in, at least she was trying to help at some time. The manager in grey wasn’t trying to help at any time when I tried to ask for help as a customer with a simple request. He just expressed his rudeness, impatience and arrogance.He even tried to argue and blame for his customer the way he treated me as a troublemaker maker not a customer, which made me my whole experience rather uncomfortable. There are several ants found in the room. The bedside table and bathtub are dirty. However, I don't want to argue anymore about this cause I was really tired that day.When I tried to call the front desk several times for an extra blanket, the was no answer for 10 minutes. When I tried to check downstairs, I saw a long queue there then I can show some understanding. By the way, the lobby staff there listened to me and delivered the blanket very soon. His helpfulness made me a bit warmer. However, the check-in experience is awful, I was even introduced to the 8th floor outdoor swimming poor for rest in a rainy day, which was ridiculous but was their only way to solve my request. Village Hotels is a chain brand in the Singaporean market. I don't know what is your strategy and brand value. I want to say you may not care about the Chinese market. Sometimes the hotel facilities are not easy to improve, but the customer care and basic service sense is simple but very important. Pls treat your customer with the basic respect and professionalism. Especially your manager's task is trying to calm down and solve guest's problem as soon as possible not to make your customer more embarrassing and uncomfortable. The manager power should not be used in such way in a hospitality industry. If your customer writes such a long comments and suggestion, it means he still has some expectation on your brand. On the other way, you can also treat it as a trash talk and we just don't need to have any connection in the future. In the end thanks for the driver and the lobby staff that day. They made me a bit warmer at the some junction of time.
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