GGuest UserHad the most ridiculous incident here that soured my entire experience. The room was great. Location is further from metro than you think, but since it's near many malls it's still pretty convenient. But this one incident completely ruined my impression of this hotel. Due to whatever miscommunication or terrible protocols they have, they completely wasted my food delivery order.
I had ordered food and drinks for lunch, and the usual thing is they'll get a robot to deliver it up to your room. My food arrived fine. My drink however, was taking much longer than usual. An hour after I already confirmed the drink had arrived at the hotel (delivery rider sent me a confirmation picture) I called the front desk to ask. They assured me they saw my order (with my room number on it) in the waiting queue and that it would be up shortly. I waited another 1.5 hrs. Nothing. At this point I had already given up. I gave them a pass, thinking someone probably made a mistake. No big deal. The same day, at night, I ordered drinks again. Same thing. The delivery rider had already confirmed the drinks had reached the hotel. But even after waiting for 1 hr, nothing. At this point my patience had expired and I went down to find out what was going on. Interestingly, both delivery robots were sitting in the lobby. Unused. And I noticed there were 2 separate drink orders with my room number.
Someone who seemed like the manager approached me. He told me I had two orders. Unbelievably, one of them was the afternoon drink order that never reached my room. He claimed it was never sent up because I did not answer the front desk's phone call. I was flabbergasted. Sure, I may have missed a phone call as I was bathing in the morning, but isn't it common courtesy to call until you reach me? Or if the service is as amazing as some of the reviews claim, they could've sent it up to my room? Not withstanding the fact that I had called the front desk that morning to check where my order was! Regardless, that wasn't the most ridiculous part. My current drink order was just sitting there, no action was being taken to ensure it was sent up to my room. The exact same issue was repeating, and no one gave a rat's ass about it. If I hadn't come down to find out what was going on, the drinks would've been wasted again. And yes, I say wasted, because I bought milk tea, so past a certain time it's not safe to drink it anymore. The order is printed clear as day on the outside of the delivery bag. Any staff member who cared enough about their guest's food order or just about not wasting food would've made more effort to contact me. But no. They repeated the same mistake, twice, on the same day. This lack of detail and common sense is really disappointing for a hotel that I was initially wowed by in terms of the room and amenities. I would've been fine to come down and collect my food orders myself, and I've done so at plenty of other hotels that didn't have the robot delivery, but I trusted this hotel to deliver and even gave them a pass the first time based on belief that it could've been a genuine mistake. But to make such a mistake again, and the gall of the manager to imply it was my fault for somehow not picking up their call, is just rude and inexcusable.
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