krystle,
i am back from my MBS hotel stay. Photos are uploaded in my FB
As for feedback...well my hb wrote a letter to MBS management on the following:
Here a list of events that happened during my stay on 25th June.
1) Lapse in Basic Security / Invasion of Privacy - Two strangers barged into my room and both parties realised that we were issued with the same room key. To add, my wife was upset over this encounter as she is not adequately dressed when the incident occurred. This incident was reported to your hotel duty manager for follow up.
2) Poor Service Recovery – Your hotel duty manager show no sincerity to protect the interest of your hotel guests. Despite not addressing and following up our concern, I received a call from your Front Office staff offering me a $50 dining credit as service recovery. I am sure there are more appropriate ways of service recovery instead of this $50 dining credit. I think is an insult to the privacy of my wife.
You duty manager committed to offer me a written apology before I check-out the next day. However upon checking out, this commitment was again not delivered. A subsequent feedback has been lodge with your Front Office Manager, Ms XXX who she promised me that she will follow up on this personally. Upon writing this email, I am still waiting for that promise to be fulfilled.
3) Lack of Dining Facility - All hotel restaurants were fully booked. The restaurants in service are not able to accommodate the number of visitors (I was told that occupancy rate is only 50% that night) and there is no priority queue for in-house guests. We ended up ordering room service that took a graveyard timing of 45 minutes to deliver. This SLA is barely on par with McDonald’s delivery during their peak hours when the latter is residing kilometres away from where we are located.
3) Pre-mature Expiry of Room Card Key - This occurred 2 times during the 24 hours stay. On the first occasion, I had to step out of the casino (which I am engaged in table games) as both my wife and kids are locked out from the hotel room. On the second occasion, my wife and kids are left stranded in their wet swimming suits while I ran the errand to have the card reactivated.
4) Wrong Information Provided - We were told by our hotel receptionist (when I called 6688-8868) that only the bar located inside the casino screened World Cup. However, when I walked past FUSE bar located in the hotel lobby, it was screening World Cup.
5) Inaccurate Thermostat Reading for Shower – The water mixer reading shown is inaccurate. It took me 10 minutes to get the temperature barely warm for my kids to bath. (For records, they caught a cold after the stay in MBS).
6) Long SLA for Car Retrieval - Record time of 20 minutes for valet to drive the car over. I had not encountered this before and with this series of encounters, it certainly exceeded the threshold limit on my distraught wife and kids.
This is certainly not in line with what we had thought it would be, and what MBS had said they would deliver.