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Family · November 20252/10
My in-laws came from Phils. and visit Melb. We chose crowne rather than the hotel where my friend work because we thought crowne is better. But too many issues on our stay.
First, when we came, the r...My in-laws came from Phils. and visit Melb. We chose crowne rather than the hotel where my friend work because we thought crowne is better. But too many issues on our stay.
First, when we came, the rollway bed wasn't there yet. We notice there was no robe, slippers, dental kit and water in the mini bar. I was calling housekeeping 5x but not one answering. I called reception 4x but no one answer. I went down to ask for everything, but the lady who checked us in sounds rude to me because she sounds upset and not approachable at that time. And also I wasn't done talking yet, she interrupted me while talking. And said everything is by request. I didn't know about it. It will be better if she said it at the very beginning because most hotels have all of it not by request. But she helped me follow up rollway bed and gave me 4 water $2.50 each.
Second when we were eating at Ottie's, my mom-in-law noticed an insect. I was trying to save the resto by telling her it was just an accident coz it's just one. But she saw already 3pcs insects on her salad without checking up to the bottom. (It means it wasn't wash) We called the guy and showed it, he took the plate. My husband saw him calling the 3 chefs inside and closed the door. We assumed he talked to them about it. The big potato fries were overcooked as well. They were hard and too dark. I took a picture of it. Everyone were disappointed. When we were leaving the resto, I still thanked the guy who serve us but he didn't respond. He just said "excuse me" (he called me to sign the receipt of our dinner). Then my mom in law told me to cancel our bfast.
The lady who seems not nice at first made me feel good because when I explained why we cancelled, she understand that it's not right to have insects on the food. She took the bill for our dinner as an apology. I really appreciate it, but it will be good if the guy who served us at the resto did it before we left to made our parents feel good.
I cannot sleep because of embarassment. Then at almost 2am, I went down and talk to the night DM and tell her the story so she can talk to the resto about it. Rachel Yu was really nice. She told me to make them feel good she will give them a bottle of wine in the morning and an apology letter, also someone in the morning will talk to them and also me. I really appreciate her plan. She told me to tell the staff in the morning when we were leaving so they can hand it in.
The most disappointing part is, the FOM in the morning (Ray) is not approachable at all. He was asking me about the bfast, i said we cancelled it since last night because of the insects in the food. He seems uninterested with the story and just told me "but they changed the food" i was just explaining to let him know we cancelled it and trying to remind him about the bottle of wine and letter and someone will talk to our in laws (as what rachel Yu promised) when i asked the other lady about it. She didn't respond i dont know why.
If they did it, i am not planning to review because they will show us it was just an accident. But Ray, wasn't interested and just asked me if I ordered at the mini bar. I said no, it's empty Then he said it's the water that's in a tin can. Then I remebered, i told him yes i got them at the reception because no one is answering the phone call. We hasn't interested and just said "yes that's from the mini bar" i told him, i just answered his question if i oredered from the mini bar. I really didn't ordered from there coz that was from reception. I never experience talking with the staffs over the phone because no one answered i tried calling 10x to tell them to cancel the bfast.
I'm just wondering why they didn't do rachel yu's plan. My friend who booked the stay supposed to come but suddenly she had fever.
I am wondering how they treat their VIP's? Is it better? Maybe it's just us because we are not VIP at the hotel.
I know it's an employee rate. We get what we paid for.
I still want to thank Rachel Yu who is really nice right from the start.Show More
