Having stayed previously, it was noted that the same challenges were faced at both checking in and out were evident.
Staying over Christmas and New Year - arriving by a pre-booked hotel airport
pick up, was impressed by being met air side and taken through customs, immigration and baggage collection, efficiently. The resultant welcoming in car call never materialized, nor the accompanying to the lounge for check in. Two independent Ambassador Members (myself and my son) reservations were made, weeks in advance, for my wife and myself as well as my son. This together with the same surname, proved difficult for the checking staff – mixing up both registrations and names, not to mention the differing payment methods – Credit Card and Amex. This was further compounded by no room accompaniment, our room having only two pillows, rather than the standard four, as well as the incorrect requested pillow type.
The Guest Relations Manager, rectified the challenges and arranged for complementary airport drop off.
Indeed, at times it was difficult to know whom they were addressing, during our stay – due to the same surname and Ambassador status – with the outcome being that they deferred to myself (Royal Ambassador) to the detriment of my son (Ambassador), even when not together.
Leaving a day earlier than my son, was presented with my sons bill, which was corrected once pointed out, and received the said complementary airport drop-off. My son was not so fortunate, being not only locked out of his room on his departure date, but was not presented with the said complementary airport drop –off, which was only rectified by the intervention of management.
The hotel itself is spacious, centrally located with adequate amenities, with being greeted air side is a welcome service addition. On the whole staff, were courteous and helpful. While being recognised as an Ambassador, the hotel would be enhanced by recognizing partners – as it is they who ultimately have a say in choosing accommodation – and being able to cope with family members – sharing the same surname – who are Ambassadors, in their own right. [Less]