MAJOR PISSED. Booked a hotel suite at Duxton Hotel for Daken Lees birthday party. I was checking on the web that alot of hotels wont accept parties and catering, so I was ultra careful before booking. Duxton held a party for a blogger sometime back, so I called them to double check if the allowance for parties and catering is still on. I made the call on 8th Nov around noon time with a chinese lady who wasnt in her best mood. Im considering in booking your suite to hold a birthday party, do you allow parties in your room? Yes we do. As long as youre not too rowdy. Okay great, well keep the volume down. Were having 40-60 guest but they wont be coming all at once. Is the suite able to hold all of them? Should be. Are we allowed to bring in catering too? As long as its not the kind of food that leaves a smell in the room, like curry chicken or durian. Ok well take note. So party and catering is definitely ok? If its ok I will book online now. Yah. So I went ahead to make the booking and confirmed the catering. 2 days ago, as advised by the caterer, I made a call to Duxton Hotel again to make sure everything was ok. A friendly male receptionist said that all our requests would not be approved, it is the hotel policy that doesnt allow catering. When I told him about how his colleague gave us the green light a week back and thats why we made the booking, he got his manager Kasturi Thangayah to speak with me. I gave her the exact day and time of my call-in to check out which staff gave us the approval and she said she knew who it was, but refused to release the name of that staff. After 10 minutes of repeating their hotel policy of we used to allow catering but not anymore and no way, the suite wouldnt have been able to accommodate 40 guest, the conclusion was more of take-it-or-leave-it with no suggestion of refund. I insisted that they provide alternate plans for us, and she suggested that we take the hotel cafe for the event instead. Today she called back and asked us to top up a $500 for the usage of cafe if were giving up on the suite. I told her I could have booked a cafe with F&B and she said you ordered catering anyway so you dont need the food, we dont usually allow external catering and were making an exceptional for you. THANK YOU, IM IN TEARS FOR YOUR EXCEPTION. What pissed me off is that she kept repeating the hotel policies again and again on the line, denying their mistakes and not keen to resolve the problem. Of course I knew the hotel policies (because I made so many calls to different hotels) but I would not have booked the suite in the first place if her staff had told me no to catering, party and 40 guests. For that, her reply was Our staffs are all trained to give correct advices, they could not have told you that catering is allowed because it is not the hotel policy and they have always been giving the correct information and they have always been standard. Plus she was shouting on the phone throughout, even when she said I AM SORRY BUT....
Posted on: Fri, 21 Nov 2014 08:28:39 +0000
Trending Topics
Recently Viewed Topics
© 2015