Gracia M. S.
Aug 15, 2017
When we arrive to check in at the hotel, we decided to wait for our room to be ready at our friend's room who already arrived one day earlier. I asked the receptionist guy to send our room key to our friend's room when it's ready, and I asked the receptionist to connect me to my friend using the in-house call and he heard me speaking on my language which is Bahasa Indonesia, and after the call I asked him to help escort us to the lift to open the floor to my friend's room, and what he did was he gave us the room key to our friend's room. I was quite shock because I'm sure the hotel doesn't allow that, especially when he didn't even cross check to my friend and ask permission first to do that. On top of that, on the morning when we supposed to check out, at about 9:20am, suddenly the key to one of our room stop working, we thought maybe something wrong with the key, and because we were in a rush going somewhere before we had to go to the airport, we left the hotel thinking we will deal with it when we are back to save time. When we were about to go back, we asked one of our friend who stayed back at the hotel to request a new key and have it ready for us when we arrive, but the receptionist told her that our room already checked out at 9:26am (the exact timing when our key stopped working). I was shocked because none of us checked out the room yet. So I went to the reception immediately when we arrived back at the hotel and ask for an explanation, and it's recorded on the computer that the duty manager on 14th aug 17 morning shift did the check out, the receptionist went to him to get some clarification (I didn't hear their conversation because there's quite a distance), but I can see his face was not happy when asked by the receptionist & clearly he was defending himself. he even stepped back a bit to get out of my sight when he noticed me looking at them. Anyhow, the reception got back to me and said there's a customer went to him (the duty manager) and asked to check out my room, so he did it immediately & I said how come you check out a room without even confirming the ID of the guest first, at the very least you have to ask the name listed under the room to prevent something like this. the receptionist apologized, and told me that she will ask the duty manager to explain clearly what happened, and I said I need to prepare my luggage first and when I come down he can meet me, because I do want an explanation. it's very unsafe for the hotel to do such things. imagine 2 security high risk done when we were checking in and checking out. anyway, the duty manager did not meet me after all. because I need to get to the airport quickly I didn't bother asking where he was. Room's very small for Singapore standard, unless you book the suite one than it's ok. the suite room is good.