Feedback on Meritus Mandarin, Triple 3

from XXX hide details Apr 19 (4 days ago)
to enquiries@meritus-hotels.com
date Apr 19, 2008 10:32 PM
subject Feedback on Meritus Mandarin, Triple 3
mailed-by gmail.com

Hi,

I've always had a very good impression on Meritus Hotels and resorts.
Hence, I was delighted to have received a dining voucher for 2 at Triple 3.

My partner and myself decided to try out Triple 3 since it has been receiving very positive reviews.
I must say the service was good, the food was amazing.

However, an incident marred the whole experience.

As we were using the vouchers, we highlighted it to the staff who attended to us, we were then told that we do not have any bill since we use the voucher, and we can just leave once we are done.
During the dinner, we decided to order some juices, which we were not sure if it would be considered as part of the buffet.

My partner then asked the attendant if juices are part of the buffet, to which he said, "Yes. as a side order, and there are many juices to choose from blah blah blah."
We then proceeded to order 2 glasses of juices with the understanding that it is included as part of the buffet.

We walked out after we were done, only to have the cashier called my partner to say that we have not paid for the drinks.
The cashier, presumably Ms Anne Wong as indicated in the receipt, told my partner that the drinks were chargeable, to which my partner then said that we thought it was not.
Anyway, we went back to the cashier to make payment.

When we went back, there was no form of apologies. When I told the cashier that we were told it is included as part of the buffet, she mentioned in a not so friendly way that the attendant said "side order".

We may have misunderstood what the attendant meant. But we felt there was no need for that kind of hostility from the cashier. If we meant not to pay for the juices, we would not even have went back to the restaurant or even ask the attendant in the first place.

As a front line service personnel, she could have been apologetic about us having to come all the way back to make the payment and us getting the wrong impressiont that the juices were part of the buffet instead she seems to see us as free loaders just because we were using the free voucher?

This incident happened this evening 19 Apr 08 at 8pm. I left the restaurant feeling disappointed and angry.
If we are being judged just because we are Singaporeans, not Caucasians or Rich Tai tais, just free loaders then I don't see why we should be patronising Meritus anymore.

I hope the management will look into re-training your service personnels especially the front-liners to treat all customers equally.


Thanks,
XXX (Ms)

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This email was sent out on the 19th, today is the 23rd and I have yet receive any replies from Meritus.
This says so much about the hotel. And to think I was thinking of booking a weekend stay. Oh well.