Paid extra Rm5 for the mountain view room. Good we...

Paid extra Rm5 for the mountain view room. Good weather and nice view. Good service from the room attendant. 1st night there was very windy and rain. Rain came in and wet one the bed. One call and response was fast and they help to replace the bed sheet and pillowcase.
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However service from the security at the casino is not so professional and unable to speak English or choose not to speak English. I was upgraded to gold card but card unable to use for the slot machines and Genting atm. Nobody from the counters or service desk are able to advise me what happen. Queued at the rewards counter than the staff is able to advise me that it is happening to all new cards issued that day. How these information is not cascaded to all service counter staffs so that they can advise customers and not get all customers to queue at the rewards counter.