The front office team lacked a customer service mindset and attributed their poor service to a delayed flight, which is unacceptable. Despite offering a "one-touch" service, the staff refused to place an in-room dining order. Furthermore, the Duty Manager, Judy, wrongly accused me of using inappropriate language—something that simply did not happen. My partner was present during the conversation, and no such words were used. When I asked her to specify what was allegedly said, she refused and instead attempted to deflect the issue by offering her supervisor’s email, seemingly to downplay the situation.
When I mentioned that we had chosen the hotel for its 5-star reputation, she corrected me, stating it was a 4-star property—as if that justified the lack of service. Regardless of the star rating, being in the hospitality industry should inherently mean delivering good service.
That said, I’d like to extend my appreciation to the F&B team for their excellent service recovery and for offering a sincere apology. Their professionalism was a stark contrast to the front office experience.
laosnewhorizons
獨自出遊
高級特大床房
入住於2025年09月
5.0
超讚
評價於:2025年09月27日
A very convenient trolley push of luggage across the walkway straight out of the terminal. No need for any transfer rides, no waiting. There is a deposit on the room credit card or, at the time of writing, $100 cash is quicker on refund at checkout. A pool and gym. Attached restaurant for convenience. Excellent service by helpful staff
The front office team lacked a customer service mindset and attributed their poor service to a delayed flight, which is unacceptable. Despite offering a "one-touch" service, the staff refused to place an in-room dining order. Furthermore, the Duty Manager, Judy, wrongly accused me of using inappropriate language—something that simply did not happen. My partner was present during the conversation, and no such words were used. When I asked her to specify what was allegedly said, she refused and instead attempted to deflect the issue by offering her supervisor’s email, seemingly to downplay the situation.
When I mentioned that we had chosen the hotel for its 5-star reputation, she corrected me, stating it was a 4-star property—as if that justified the lack of service. Regardless of the star rating, being in the hospitality industry should inherently mean delivering good service.
That said, I’d like to extend my appreciation to the F&B team for their excellent service recovery and for offering a sincere apology. Their professionalism was a stark contrast to the front office experience.
laosnewhorizons
獨自出遊 高級特大床房
入住於2025年09月
5.0
超讚
評價於:2025年09月27日
A very convenient trolley push of luggage across the walkway straight out of the terminal. No need for any transfer rides, no waiting. There is a deposit on the room credit card or, at the time of writing, $100 cash is quicker on refund at checkout. A pool and gym. Attached restaurant for convenience. Excellent service by helpful staff
匿名用戶
家庭出遊
豪華特大床房
入住於2025年10月
匿名用戶
家庭出遊
標準特大床房
入住於2025年09月
laosnewhorizons
獨自出遊
高級特大床房
入住於2025年09月
匿名用戶
家庭出遊
標準特大床房
入住於2025年08月
whale****
家庭出遊
高級雙床房
入住於2025年08月
alexfung13
家庭出遊
標準特大床房
入住於2025年08月
Yuzhihitomi
好友出遊
豪華雙床房
入住於2025年07月
Madaisiji
夫妻/情侶出遊
標準特大床房
入住於2025年10月
M248931****
獨自出遊
標準特大床房
入住於2025年06月
Yuxiaotang
家庭出遊
高級特大床房
入住於2025年06月
匿名用戶
家庭出遊 豪華特大床房
入住於2025年10月
匿名用戶
家庭出遊 標準特大床房
入住於2025年09月
laosnewhorizons
獨自出遊 高級特大床房
入住於2025年09月
匿名用戶
家庭出遊 標準特大床房
入住於2025年08月
whale****
家庭出遊 高級雙床房
入住於2025年08月
alexfung13
家庭出遊 標準特大床房
入住於2025年08月
Yuzhihitomi
好友出遊 豪華雙床房
入住於2025年07月
Madaisiji
夫妻/情侶出遊 標準特大床房
入住於2025年10月
M248931****
獨自出遊 標準特大床房
入住於2025年06月
Yuxiaotang
家庭出遊 高級特大床房
入住於2025年06月