I have to say that my experience was disappointing and falls well below what I have come to expect from the Shangri-La brand.
Your published check-in time is 3:00 pm. We arrived at approximately 3:45 pm, yet our room was still not ready. We were then offered alternative rooms, only to be advised that those were not ready either. To make matters worse, the member of staff handling our check-in appeared inexperienced and seemed to find the situation amusing, which only added to our frustration.
Beyond the check-in experience, the overall condition of the property was disappointing. There is litter visible throughout many of the gardens, the public washrooms in the main lobby were dirty, and many of the rooms, lifts and general décor appear tired and in need of refurbishment.
Operationally, it is also surprising that staff transporting dirty laundry, used crockery and food waste appear to have no back-of-house routes available, requiring these items to be moved through public guest areas. This detracts significantly from the guest experience and gives the impression of poor operational planning.
Collectively, these issues do not reflect the standard of quality, attention to detail or service that I associate with the Shangri-La Group. I chose this property because of the reputation of your brand, and unfortunately the experience to date has not met those expectations.
Free parking
