- Poor front-desk/concierge service for a 5-Star hotel. On July 30 around 10am, we went to the front desk to book ferry and turned out to be more than a 30-min wait. There was only one concierge staff who was preoccupied by a previous guest’s long request. We then turned to the front desk for help on ferry booking (which we thought was a simple request), but a staff named Maria asked us to wait for concierge since it was not the front desk responsibility. During the 30 min when we were waiting patiently, the 3-4 front desk staff (no smile) were not engaged in anything at all, but they kept avoiding having eye-contact with us. When the 30-min wait already passed our patience limit and we requested for immedate attention, Maria then asked a front staff, who has been idle all the while , to book it for us at the front desk computer, which they could have done 30 min ago. And disappointingly, since the staff wasn’t experienced at all, I ended up being the one to make the booking on their computer all by myself. So in summary, we wasted all the time waiting to borrow the computer from them! How inefficient! Meanwhile, while I was using their computer for the ferry booking, I saw another guest came for help but again got turned down by the front desk staff saying their concierge colleague was still preoccupied with a guest’s request, and they couldn’t help at all. Think about the amount we paid per night at a 5-star hotel, it was not all worth it!