Mandarin Oriental apologises after family's check-in delayed 3 times as hotel suite not ready

Submitted by Stomper Jefferson

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It's the start of the June school vacation and for many Singaporeans, that means a holiday overseas.

But what if you're still waiting to renew your passport?

Perhaps it's time for a staycation.

But for Stomper Jefferson, a planned stay at five-star hotel Mandarin Oriental at Marina Square didn't start off very well.

Jefferson's family of four was supposed to check in on Saturday (May 28) at 3pm, but he said: "We waited since 2pm at the reception. At 3pm, we were told our suite was not ready and asked to come back in an hour's time.

"We came back to the hotel around 4.30pm, but our suite was still not ready so they gave us a room to rest and to wait. We waited till 6pm and no news was given by the receptionist at all.

"We would not recommend anyone to stay in this hotel as we booked our suite weeks ago and definitely cannot accept such mistakes as they delayed us three times and pushed all the blame to housekeeping."

The family eventually got their suite at around 6pm and stayed until Monday (May 30).

Jefferson told Stomp: "When I initially asked to extend check-out time, they rejected, but they finally agreed after I told them about my late check-in, which is totally unacceptable."

In response to a query by Stomp, Mandarin Oriental Singapore said: "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."