A netizen shared how his family of 4 was supposed to check into Mandarin Oriental at Marina Square, they waited from 2pm to 6pm before they could finally check in to their room.
They had waited since 2pm at the reception and told at 3pm that their suite was not ready, and the staff asked them to come back in an hour.
They returned to the hotel at 4.30pm but the suite was still not ready, and the hotel gave them a room to rest and wait.
They waited until 6pm and still received no news from the receptionist.
They eventually got their room sometime around 6pm and stayed there until 30 May, and the netizen added that when he asked to extend the check out time, the hotel rejected him.
He then told them about how his check in was delayed before they finally agreed.
Hotel apologises
Mandarin Oriental Singapore said in response:
“As we always endeavour to provide guests with memorable experiences, it is with regret to hear that we did not achieve this during Mr Jefferson’s recent stay with us and we do sincerely apologise for the delayed check-in experience he has encountered.”
“This is certainly not the legendary standards we uphold, and his feedback was duly noted and addressed with the team promptly.”
“As a gesture of apology for our service shortfalls, we have offered him alternative resting room while we prepare his suite for check-in and accorded late check-out as well as arranged apology amenities for him.”
“Our hotel manager has also reached out to Mr Jefferson to rebuild his trust and to recover his impression of the hotel.”