We have been staying at the Treetops for 3 weeks so far.
Our camera was stolen by a member of the housekeeping staff .
We made a police report, and the culprit has since been arrested and has confessed to stealing our camera, in a crime spree that has affected not just us but other guests as well (another guest had her mobile phone stolen).
We discovered that our camera was missing when we returned to our room in the evening 2 weeks ago, and immediately contacted guest services who came up with security to check the room. They assured us that they would run the necessary procedures to find out how it happened and that they would update us the following morning.
However, that was not to be the case. No one updated us, and we had to repeatedly press the duty Manager, Marlena, who could only inform us that further investigations were being made and that she would let us know the outcome before she left for the day. However, she did not bother to contact us again, despite promising to do so. We ended up having to contact the duty manager from the next shift, Ms. Sim, who came up to our room, and as she was (to our surprise) not briefed on what had happened, we had to explain the situation once again. Ms. Sim told us that we could make a police report, but we decided not to do so until we had confirmation from the management that the camera could not be located.
I also spoke to the Security Manager of the property, Andy, who claimed that he was none the wiser with regards to our incident because there was no surveillance Camera anywhere near our room. This was making a compete mockery of our situation, as you can see from the attached photo, that there is a surveillance camera directly outside our room.
Throughout this whole time, we had repeatedly requested to speak to the General Manager of the Property, whom we later learned to be Mr Tay Hock Soon, to discuss our matter. However, he never did bother to return our calls or meet with us, instead, assigning his subordinates to communicate with us.
As we felt that no one was taking our matter seriously, my girlfriend decided to write to Mr Tay, to request for his assistance in this case. However, our cry for help was met with a completely dismissive and nonchalant reply from him, and he merely told my girlfriend to contact the property's Operations Manager, Ms Catherine if she needed any assistance.
We felt that his reply was inadequate and I decided to call Mr Tay myself.
I shared with him how I did not feel safe in the property, and asked him what precautions were being made to ensure that a similar incident would not happen again. He had no answer for me, instead asking me if I was sure that camera was missing and if we had checked the room properly.
I then told him that I was not the only guest who had something stolen from his room, and asked him why his staff had lied to us that this was the first and isolated incident that had taken place when there were clearly other people who had their possessions stolen too. His reply to that was that he didn't need to tell me anything.
I got very frustrated, and told him that we felt that our case had been very incompetently handled, and that this incident had severely marred our impression of the Treetops. He told me off, saying that I needed to watch my tone when I spoke to him, that he had already told us that his staff had conducted their in house investigation, and they had already reported their findings. He also taunted me, sarcastically suggesting that I was free to make a police report since I was not happy with the outcome, and that the police might be able to help me better.
I was completely shocked by his rude reply, and decided that the conversation was going no where and hence decided to end the call. We made a police report, and later learned that the suspect had been arrested, and had confessed to stealing our camera. Unfortunately for us, we never did get our camera back.
My girlfriend and I have stayed in numerous hotels and serviced apartments over the past two years - in fact, we more or less live out of suitcases. However, even in third-world countries like Nepal, we have never had anything stolen from our hotel room. I understand that such incidents might happen, but for it to happen in a high-end property like the Treetops, and for us to have the incident so rudely and poorly handled, has severely marred our experience.
It disappoints me to see the excellent reputation that precedes the Treetops and that is synonymous with the DTZ brand, be let down by incompetent management and staff.
Be sure to ask for a room that does not face Orange Grove Road, it gets very noisy with cars driving...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking time to note on the incidents of your recent stay at Treetops and we regret to have such an unfortunate case being committed by a new staff at our residence.
Despite having precautionary regulations in place to ensure that all new staff is being supervised by senior staff members, he has managed to commit the crime.
As such, we would like to extend our profound apologies for the anxiety caused for this event,and your dissatisfaction with the certain areas of the investigation process mentioned regrettably not resolved to your expectation.
Upon receiving your report of missing camera at 2245Hr on the 12 March, our staff has taken the immediate action to deal with your case with utmost urgency where we conducted an in-house investigation the very next morning. On 13 March, after investigation, our Security Manager has personally explained to you that our internal investigation is inconclusive at that point of time, therefore we recommended you to file an official police report for further investigations. We also explained to you that since the internal investigation is inconclusive, we were unable to cater to your immediate demands for compensation of the camera , and highlighted the importance of reporting the case to the Police to handle the situation professionally, where compensations would be later arranged dependent on the final outcome from the legal authorities.Our security manager has also explained to you that the CCTV Surveillance Camera as referred in your photo is in fact pointing at the lift lobby area and did not capture any footage outside your apartment.
We truly understand your concerns with this isolated case of unfortunate occurrence at Treetops and have noted on your comments. We would like to seek your kind understanding that this incident has been handled with utmost attention and with all appropriate actions to help ease your concerns.
Thank you for your patience with us during the investigation. Upon receiving the confirmation from the police that the culprit has pleaded guilty, we have immediately purchased and replaced your lost camera for you, together with additional vouchers to show our sincere apologies for the unfortunate situation, which you have acknowledged with acceptance.
It is our constant endeavour to ensure the highest possible level of service and safety to our guests and we have reviewed our procedures with best effort to prevent similar events in the future.
Once again, we apologize for any inconvenience caused and thank you for your understanding.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.