Inadequacy and inexperience of front line staff ha...

Inadequacy and inexperience of front line staff has not improved though it's our 2nd visit. Upon check in was informed we will be getting a surprise upgrade. Whats promised was rather hilarious as we knew we booked the VIP in our original booking. Nothing came out of that upgrade promise nor the concierge call to ensure a kiddy pack be made available for my visiting 2 year old niece. Repeated reminders were not followed up with one follow up call offering incredulously to arrange an extra bed. Buck up your act, team.