After holding conferences (and staying) at this ho...

After holding conferences (and staying) at this hotel over 9 times in 4 years, EVERY TIME upon arrival, there was absolutely no continuity from last time. "Who are you? What name was that again? Can you spell it? What was your event again? Can you spell the name of the event?" Is there no communication between the events team and reception?

A central principal of good customer service especially at a 5 star place is that they make you feel like you are a familiar and an important returning guest. Regardless of if you are a first timer or 10th timer, you pay extra to have those expressions of hospitality and professionalism. Particularly when you show loyalty and return over and over, you expect there is appreciation of your custom (and close to $100,000 over the years). There is something sweet about the "welcome back" experience. NOT HERE

Even at the 9th time at this hotel, we still experienced that the events staff (including the events coordinator) had kept no records of our event or accommodation requests from the last time, what went right or wrong last time to correct it or how to go the extra mile to make a better new experience. Time after time the same mistakes and oversights were experienced - with regard to air con, food modifications, lay-out of the room, position of the podium and adjacent table, availability of drinks at lunch, provision of particulars at the podium for the speakers (bottled water). I could keep writing the other little oversights but I think I have made my point.

It felt like arriving at and holding a conference at a 3 star hotel every time. In addition to having to run around for registration and doing our own work, we had to micromanage and oversee so many aspects that should have been done by the events manager. Our course participants made negative comments in their appraisals about several aspects of the hotel service including the temperature but provided glowing reports of our courses.

It has to be said that more than 50% of the time, the event manager on location was gracious and wonderful. But even then, there was no continuity so that we could build a relationship and have them oversee the little things.

Why did we keep returning? Because of the wonderful buffet (which our delegates always rave about) and also because it takes too much trouble to start afresh with a new venue. We did communicate with the events coordinator on 3 occasions and one time we got an upgrade on one of our rooms and a complimentary drink as compensation for all of the above mistakes but then the same thing kept happening in subsequent seminars.

We would never write a negative review about any one without attempting to reach out to the place we are reviewing. So we did this after our 9th event. The events coordinator seems forgetful, unapologetic and even apathetic. So when it is more painful to stay than to take the trouble to move, you leave. And this is what we have done. Shame.