8/10 Bueno
Mohamed
Viaje familiar, Viaje familiar con niños
18 dic. 2025
Le gustó: Limpieza, servicio y personal, servicios y condiciones de la propiedad
I am writing to share feedback from our recent stay, with the intention of helping improve the overall guest experience.We booked five rooms and checked in early, as some family members were arriving a day later. During booking and check-in, we requested for the rooms to be on the same level and preferably close to one another. We understand this is subject to availability, and we were pleased that on Sunday, this arrangement was initially confirmed.
During check-in, the staff assisting us informed us that one room was not ready and asked us to return in 30 minutes. When we came back, we were told that the room had already been taken up, and we were reassigned to a different room on another level. Although the team who attended to us later was apologetic, this was frustrating given the earlier assurance provided.
I raised this matter to Mr Helmy. Unfortunately, his response came across as nonchalant and not customer-focused. He did not attempt to meaningfully address our concerns or show empathy. I am unsure if he is a manager or team lead, but his handling of the situation left a poor impression.
The following day, we decided to try the gaming option offered by the hotel. My wife waited for more than 20 minutes, only to be informed that it was already full. This information could have been communicated earlier to avoid unnecessary waiting.
I would also like to highlight an area for improvement during check-in and check-out. Queue management was disorganised, with guests crow
Mohamed
Se hospedó 2 noches en diciembre de 2025
