Nonchalent and unconcerned reception:
My mother and I arrived at the Crown Promenade on a Saturday morning and we were informed by the reception that they did not have a record of our reservation (despite a call from Crown Singapore VIP reservation services to confirm the reservation the previous day). After a 3 hour wait (the hotel was full and Singapore reservation office was closed for the weekend), they finally checked us into a room. After further investigation, they realized that it was their mistake but they did not do anything to make up for this inconvenience and the 3-hour delay to check into the room.
Front office manger displayed a lack of customer service and bullying behavior:
During our stay, my mother accidentally spilled juice on the carpet in the room. After several attempts on our part to clean up the stain, the front office manager insisted that we pay for the professional cleaner ($250) to clean the stain. Despite having removed 80% of the stain, the front office manager informed us that he charged $2700 to our credit card for the professional cleaning fee and to replace the entire carpet in the room.
As I spoke with the front office manager, he did not even maintain eye contact but looked out the window throughout our conversation. He stated that it was an "insignificant amount for the hotel to claim from their insurance", "it is like when you go to a shop and break something, you have to pay for it", "I know that you've stayed at many other hotels and this has never happened to you, but this is our policy", hence it was our responsibility to clean and replace the carpet. Because of this bullying behavior and unreasonable charge of $2700, we will not return to this hotel and they have lost a guest that stays at their hotel 3 times a year.
Please do not stay at this hotel. There are other hotels with better customer service and a fair policy about accidental stains on their carpets.
- Also Known As:
- Hotel Crown Promenade
- Official Description (provided by the hotel):
- Relaxed, award-winning and thoroughly modern, Melbourne's Crown Promenade offers you a fresh perspective on how good a hotel can be. Located in the heart of the action - Melbourne's vibrant Southbank entertainment precinct and directly linked to the exciting Crown Entertainment Complex, Crown Promenade is also close to the CBD, the Melbourne Exhibition Centre and the city's most famous arts and sporting facilities. Eat and drink in style at Mesh restaurant or Tonic Bar, relax by the pool or take a walk to the 24 hour action of Melbourne's Crown Entertainment Complex. Sleep, eat, work or play - you can do it all in style at Crown Promenade.- Winner for ‘Deluxe Accommodation’ in the 2009 Qantas Australian Tourism Awards- Winner of the ‘Superior Accommodation Hotel of the Year’, in the 2009 Australian Hotels Association (AHA) Awards Victoria ... more less
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