The hotel was clean and new. Rooms were spacious and comfortable. The pool was beautiful and inviting. 5/5 for the facilities! Unfortunately, my stay was ruined by the poor service from the front desk team who obviously needs training to uphold their brand. Too many mishaps over a 24-hour stay! Though they were all resolved subsequently with Ken and Sharfiq, I left the hotel with a bitter after taste after paying a 5* rate for 2* service.
- At check-in, Kenneth who checked us in spelt my daughter's name wrongly despite holding her student card in his hand. Our reservation clearly stated 2A1C including breakfast but he made me pay for the child's buffet breakfast. When I asked him if there was an ala carte bf menu instead, he lied and said no. He also did not give us the vouchers for our welcome drinks that other guests were given.
- Paul graciously escorted us to the room and intro the facilities but missed telling us that the minibar was free. This is a unique selling point! He offered to sign me up as a Dusit Gold member for discounts off FnB but did not inform me if this was done.
- Terrible and disorganized pool booking system. Nadia, Paul and Vivian took turns to inform that our slot was confirmed, not confirmed and on waitlist! At the pool entrance, the attendant let us in regardless if we booked our slots!
- Cashier system did not link to front desk's terminal so our lunch bill did not reflect when I was ready to pay upon check-out. Exasperating!