Check in, room not ready, said an issue with the aircon and would text me in 20mins when room ready. Offered complimentary buffet to make up for it. 20mins later, no text. I go to the desk to follow up, the man just puts two cards in front of me, no sorry, no nothing. We needed to nap our 2yo and not having our room ready until 5:45pm was extremely frustrating. I emailed twice in the months before to request a cot in our room. Both times it was confirmed. Arrive to the room, no cot. We called twice for the cot, nothing - I had to go to the desk to ask for it again. Didn’t get a cot until 9pm.
Complimentary dinner - I tried to confirm a time 3 times, 2 times in-person another time by email - no one could confirm. I get a call just before our requested time when already made plans elsewhere as we didn’t want to risk coming back to Sentosa if there wasn’t a confirmed booking.
For breakfast included, the 1st time we attempted to attend, we were told it was full and sent to an overflow buffet which didn’t have as many options. The other 2 days had the same too full issue so went elsewhere.
Checkout, asked for help to get 7 luggage bags down on a trolley. The hotel staff asked if we prebooked a trolley. Said it would be 30min wait for a trolley at 230pm. Had a car booked so we had to lug our own bags to the lift and wrangle kids down the long corridor to get to level 5 without help.
All round, it seemed everything was too hard and we weren’t valued guests whose time mattered.
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