- Liked: Cleanliness, amenities, property conditions & facilities
- Disliked: Staff & service
To be frank, my stay was underwhelming. As an Expedia Gold member staying at this VIP hotel, I was assured by the hotel 6 months prior to my stay that the option of room upgrades and other amenities would be honoured (of course, pending availability). However, this was not the case. The check-in staff made no effort to accommodate these requests and instead tried to upsell me! I was originally given a 1 bedroom suite on Level 4. After commenting how this did not fulfil my request, he asked if I wanted to upgrade to a 2 bedroom suite on Level 10 for > $1000 USD per night! After saying no, I was then asked if I wanted to upgrade to a 1 bedroom suite on Level 6 for > $250 USD per night. Clearly, this room was available, so if they had honoured the original request, I wouldn't need to fork out this additional cost! After saying no again, and was about to confirm my original room on Level 4, the staff member proceeded to say that he has a 1 bedroom executive suite on the highest floor for > $250 USD per night. At this point, I was tired of the games, and just wanted to settle it ASAP. Throughout this exchange, this particular staff member had one of the worst attitudes I have ever seen from a 5-star hotel. Unfortunately, additional issues where I was overcharged led to even more unapologetic exchanges on the day of check-out. So, customer service wise, I was appalled and that's why I left with a sour taste in my mouth.