Not a really good stay.

Not a really good stay.

My husband booked this hotel for our first wedding anniversary. As he is holder of xx black card, he got message from card company that he could get benefit of room upgrade for this stay. He managed to contact hotel to get this benefit prior arrival. When we did check in, staff told us that we got free upgrade because of our wedding anniversary. Actually it is benefit for card holder. I did not that if we dont hold a card, hotel would offer free room upgrade or not.

As our flight was so late at night, we asked for late check out and got late check out at 2 pm.

Staff who did check in for us was great but another lady (very short hair and wearing blue shirt) who kept working on PC screen was not friendly at all. When we asked for late check out, she talked with staff who did check in for us that we can got late check out at 2 pm without looking us or making eye contact with us. This lady not even turn her face from PC screen to greet us upon arrival. This was not service that we expected.

Our room was spacious. Hotel provided surgical masks, hand sanitizer and alcohol wipes for 2 but never refilled. We did not get anniversary cake and bed decoration. No welcome fruit. Maybe these kind of service was not available in this hotel. There is bathtub in room but we never used. There is also shower room and glass wall of shower room was not so clean. You could see water mark on glass wall clearly. No bidet shower for toilet and bathroom door does not have any lock.

There is QR code shown in living room to see breakfast menu, a la carte menu(room service) and local experience. I did a scan to see breakfast menu. It shows that there is nutella and whipped cream served with pancake and french toast on breakfast. I asked for nutella on first day as it was not at the station. Kitchen staff told that they did not have it but when I asked FB service staff, I was told that it finished. I asked again on second day and staff told me that it finished then I mention that I saw it states on menu that hotel provides nutella. I asked if I could have it next day. Staff told me that she would check for me but never returned for feedback. Third day I asked again for nutella. Staff mentioned that no stock on the storage so I asked why you did not buy. 7-11 is just next to the hotel then staff told me that menu that I see in room is a la carte menu. I did not deal with this anymore. Breakfast menu in room did not state anywhere that it is a la carte menu and did not show the price. Did not show any info how to order!! If you would like to sell something, why you dont mention price and how to order?

On first day of my breakfast. I went to restaurant around 9.30am. Plate of pancake and french toast was empty and never refilled until breakfast time ended. Fresh milk and water was not refilled until someone prompted staff to do. Many staff walked around but overlooked. Coffee machine was full of coffee dirt. It was not cleaned any once during breakfast.

I also had dinner once at restaurant. It was Dim sum buffet but just a few dim sum menu compared with other dim sum buffet that I have ever eaten. However a man who always serve us was friendly and his service was outstanding. He almost the one who cleared empty plates, refilled drinks and taking order. There was minor billing issue for billing. There is flyer in our room stated that inhouse guests could get 25% discount on this buffet but when I checked my bill, discount was not applied. When I asked staff, he asked me that I brought the flyer and presented to him. He said that other guests always brought the flyer to present at restaurant. Finally I got discount. But the point is flyer did now show anywhere that guests have to present flyer to staff to get discount. Your in room information is so confusing and not helpful at all.

We checked in on 27th but we just got letter about pool maintenance that there would be pool maintenance from 26th Nov - 5th Dec on evening of 27th and we were not informed about this upon checked in.