Guest User
February 18, 2025
I checked in at the front desk at around 1 o'clock. After completing all the formalities (including paying a deposit of 3,000), the waiter said that the room was being cleaned and he would call me when it was ready. All right! After shopping, I went to the hotel at around 3 o'clock. There was a group of people waiting to check in at the front desk. We went to the service desk to inquire, and at first they said it was not their responsibility. After further persuasion, they helped us check the computer and said that the room was ready (where was the promised notification???), but we still had to go to the front desk to get a room card, so they didn't say anything else, as if they wanted us to queue up at the front desk again! After we complained, the staff member went to the front desk to communicate with a waiter, and came back to say that we would be the next one. But at this time, the person at the head of the line had already gotten to the front desk clerk, who also processed their services without any intention of letting us do so first. At this point we were really blown away. Finally, after intense complaints, another staff member opened a new counter to process the room cards! Such service is totally unacceptable for a 5-star hotel, and is an insult to the Mandarin Oriental brand! Other aspects can only be described as just so-so within the 5-star category.
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