Guest（Other）
2025-08-01
Prior to our arrival, we submitted highly detailed requests. Not a single one of these was fulfilled. Furthermore, when we attempted to provide feedback and seek clarification via the Four Seasons App, the responses we received from Vivien were nothing more than formulaic platitudes, evasions, and excuses. I respectfully urge the management to reassess her suitability in this role, and to provide her with retraining—particularly in recognising the genuine expectations of guests and in addressing even the most basic requirements with sincerity.
The errors committed included, but were not limited to: addressing the welcome card with an incorrect name, assigning us a room with a poor view on a low floor, and failing to arrange any of the promised welcome amenities. On our first day, it was Vivien herself who handled our check-in. This left me with the distinct impression that her enthusiasm and warmth were merely superficial, lacking any authentic understanding of her guests. I must reiterate that we had submitted precise information in advance of our stay, and the failure to act upon it resulted in an experience far below expectations.
That said, I wish to extend my sincere gratitude to Mr. Tham Tuck Wah (Front Office Manager) for his thoughtful efforts in making amends. His professionalism and generosity ensured that the latter part of our stay was memorable for the right reasons. Likewise, I am deeply appreciative of the two gentlemen managers in suits—one of whom wore glasses—who oversaw the breakfast service. Their attentiveness, patience, and genuine care in addressing guests’ needs left a lasting impression, and I am truly regretful that I did not ask for their names. I kindly request that my heartfelt thanks be conveyed to them.
