4/10 Poor
Ruby Lyn
Travelled with family
24 Jun 2024
It started well during check in, Phu was helpful when she assisted us with our tours but went downhill after that. First, there was a tour she booked for us but failed to inform us of how much the total rate was. Shouldn’t she have informed us before happily clicking away? We were shocked by the total amount but just let it go because part of it was our fault for not asking before she proceeded. Second, the issue about the late c/o whereby she had agreed to check us out late at 12nn however when I checked back in with her this morning she told me only until 11am. I requested until 11.30am to which she agreed. I pointed out to her that she had told me a different thing during check in but I just let it go again as we had a highly stressful vacation bec of what happened with the Lake Tours (but the tour op had a perfect service recovery so all’s well). Third was about the parking issue bec we had asked her during check in if we could still leave our car in the hotel parking area bec of the afternoon tour on the day of check out but she sang a different song when we asked her this morning. Lastly, she also wrongly informed us about a gondola bus pick up bec it never came. Please have Phu undergo a thorough comm training. I also work for the hotel industry, if you say something, please honor your words. We are not high maint ppl, but integrity is imperative in svc. Your hotel is probly the most expensive we have ever stayed but not worth it. HK was quick and efficient though.
Ruby Lyn
Stayed 2 nights in Jun 2024