Management is a joke!
I tried to check in at the reception they didn’t find my reservation and have been told we do have three more guests with the same situation -even they tried to check extranet, and reviewed my booking confirmation on my phone-. They asked me to be patient, which is fine. However, the fact I should explain the two receptionist lady at the front desk how they can find my reservation through extranet is a disappointment. After returning from a cigarette I have been told somehow they "successfully" opened the availability on extranet websites and they are overbooked. How they could open the availability on extranet, but not to find a reservation there?! I have told them it is unacceptable and better to find me a “room” or on their cost book me out somewhere, then I left. Returning at 10 pm, I successfully checked in, given the solution, and told that. in your room there will be another bed, which I said for one night it’s alright.Instead, I could go to my room, I have been given by them the wrong room, wrong bed, on the wrong floor. So, I had to return the reception asking them about that, are they sure they have provided me with the right room and bed. They were sure I have given the right key even checking their operating system and I had to make them acknowledge their mistake. I have given the right key, in the end, however, I have given even a worse room, as the previous wrong one had a better shower, even curtains etc. Which I think the minimal compensation for a guest who we have made mistakes twice. I went out and returned to the hostel and at the lounge right after I was trying to connect to the WIFI from the room was allocated I couldn’t manage from 3 WIFI hotspots. I have tried to contact with the GM Mrs Doris Lau, but as they do care about their customers still didn't get any explanation for this situation or at least an apology or compensation. Awful service as the two receptionist on late shift clearly don’t know how to use your website and undertrained and do not take care of their work or even the guest satisfaction. No internet connection during the whole stay and I do believe my 6 months old MacBook won’t have this issue, if yes I would take it an apple store and apologise for the inconvenience of this issue. No compensation offered at all for the cause time of waiting, as the check in time 2 pm and even get worse room what the other guests. Management literally does not care about any of their customers, even on the next morning, a girl told me her awful experience with her booking which covers almost what I was going through with these people. Never left bad reviews til now so hopefully they will respond
Solo travel - Sep 18, 2017