Kheong Chee

Review of Gardens Hotels and Residences

This is a 5 star hotel with 1 star service. Defini...

This is a 5 star hotel with 1 star service. Definitely avoid during busy periods!
Our room wasn't ready when we checked in at 3 pm. Their excuse was they couldn't prepare the rooms as the hotel was fully booked the night before (!!).
They couldn't even estimate when it'll be ready - they will call.

When there was no call 2 hours later i called. There was still no room and no idea when it'll be ready. After being on hold for 5 minutes, i gave up.

At the end we went back to try and could check in at 9 pm, 7 hours after the official check in time! By that time the pool was closed - one of our reasons for picking the hotel and wanting to check in early.

And to make up they offered a free bed for the 2nd night. Plus an upgrade if we're brave enough to stay here next time.

I've never experienced such poor service in a 5 star hotel.
I think the reception staff need proper basic training such as how to listen to customers and deal with issues.