PROS: Kudos to the events and F&B team

PROS: Kudos to the events and F&B team

CONS: Villa was leaking throughout and severe lapse in service especially during the check out

1) Late arrival of duty staff to arrange the check out at villa despite numerous calls and reminders since the night before and on the day itself, which ultimately have affected our wedding programme.

2) Payment issues upon check out, which mainly affected our wedding Programme. Staff insisted that we have not made any payment, despite having done so a week before. They even showed us a receipt to clarify if it was our signature, yet they still could not be sure if we have made the payment. They did not even give a call to the respective planner/ finance department to clarify. Once it has been verified that we have actually already made the payment (which was only a few days later), an email with a mere apology was sent to us.

3) After emailing a service review on our experience, it seems like our email was taken lightly. It was only after 9 days, when we received a reply from the Quality & Experience manager starting off the email with "thank you for highlighting on the issues. This shows that you care", which is interpreted by many of us as scornful and impertinent. Clearly, they were not apologetic at all for the overdued reply, and for the bad experiences we have faced. The rest of the email contents just came across as "points noted. Thank you bye".

Extremely disappointing for a 5 star hotel.