The first half of our trip was at Atlantis, The Palm. Stay at Royal Atlantis for the second half of the trip. It is said that the latter is more high-end and the service should be better, but in fact it is two extremes.
First of all, the door greeter was very welcoming and provided positive service. After unloading the luggage and registering, he took us directly to the front desk. The person at the front desk who checked in, whose name was pronounced Marian, was gentle and lovely, patient and meticulous. When the language communication was not smooth, she took the initiative to use her mobile phone to translate. After completing the formalities, she took us to the room, introduced the restaurant along the way, and introduced the relevant facilities in detail when we entered the room.
The first problem arises here: She said that children in double bed rooms cannot enjoy hotel privileges, such as free access to water parks and underwater worlds. But there was no such note when Ctrip booked the room. After negotiating with Ctrip, the feedback came back that the hotel reservation department said that if you want to get the rights, you can only pay to upgrade to a twin room, which will affect your travel mood. But the next day we went to the front desk to ask again, and another front desk said that the house in my name was displayed and the children could enjoy hotel rights. I don’t know where the communication problem was, but fortunately the result was good.
The second problem is that for the two houses we booked, two of the four key cards could not open the door. Marian took the key card away and applied for it again. It took more than an hour for the waiter to send it back.
The third question: The waiter brought the keys, and I told him to please add another quilt to each of the two rooms. He agreed simply, but in fact, the quilt was not delivered until we checked out two days later. This kind of service is indeed not worthy of the hotel's star rating. We strongly urge improvement and provide job training for the waiter. You know, at Atlantis, The Palm, when we asked for a quilt from room service, it was delivered in less than 20 minutes. We also brought pillows and sheets, and the sofa bed was perfectly made before leaving.
The fourth question: Before 8 o'clock in the morning, there was a knocking sound outside the room where we lived. When we opened the door, we saw workers repairing the door outside. Don't you consider the guests' rest so early?
The fifth problem is that the soundproofing of the bathroom is very poor, and the sound of flushing water seriously affects sleep. Probably because the bathroom is partitioned by glass, unlike Atlantis, The Palm, which is separated by walls and heavy doors.
The sixth problem: The Wi-Fi in the room frequently drops out in the bathroom area. It drops off almost every few seconds and then automatically connects again. The experience is extremely poor.
The seventh problem is that the hot water in the washbasin is slow and the temperature is extremely unstable.
When checking out the eighth question, a female receptionist was okay at first, but her English pronunciation was very non-standard and I couldn't quite understand it. It was a bit difficult to communicate several times. The receptionist showed extreme impatience, but did not actively solve the problem. Instead, he spoke faster and faster, making it even harder to understand. In the end, I used my mobile phone as a translator and asked her to speak into the mobile phone before she managed to speak clearly. The deposit refund time and temporary luggage storage required me to ask more questions before answering. Unlike Atlantis, The Palm, the front desk was very enthusiastic and actively informed the deposit refund time, whether to store luggage, and whether to book a car. In addition, the hotel is free of charge. Too little resting space. The above problems greatly affect the hotel's impression score, especially the attitude of the front desk and the room service. You must know that the front desk is the face of the hotel, representing the specifications and grades of the hotel; the room service directly faces the guests during their stay. It is recommended to train them well, otherwise No matter how magnificent the appearance is, it cannot cover up the failure of software and hardware facilities.
Finally, let me talk about the good part about my impression. The breakfast in the hotel is very good. The restaurant is huge, the food is rich, the selection is wide, the breakfast lasts for a long time, and the waiter has an excellent attitude, is proactive, enthusiastic and patient. The shuttle bus between the two Atlantis hotels is great. It runs every fifteen minutes, on time, and ends at 0 o'clock. The Mercedes-Benz Business Class is high-end and classy. The hotel water park is very suitable for parent-child travel. Many of the projects are quite exciting and worth spending time to enjoy. The water parks between the two hotels are connected, and you can raft or walk there. In addition, when we went to the front desk to inquire about breakfast, the male front desk service was great. Not only was he proactive, enthusiastic and polite, but when there were ambiguities in language communication, he also took the initiative to take us to the Chinese front desk to perfectly solve the problem. Compared to the front desk when checking out, it's really hard to describe. The polarization of the front desk status is really not conducive to the future development of the hotel.
In overall comparison, Atlantis Palm Island is better. After all, hotels are in the service industry, and good service is the first element. Just having a grand appearance doesn’t really retain your guests.
Excepcional
470 avaliações