TESTIMONIAL:
Staying at a reputed 5-star hotel like Marriott, I anticipated top-notch service and convenience. Imagine my surprise when I sent my shirt and trousers for pressing on a Sunday evening, only to discover they weren't in my room by 9 pm the next day. When I contacted housekeeping, I was informed that to retrieve my clothes, I needed to pay the pressing fee at the reception first. This practice was a novel experience for me, especially given my regular stays at Marriott properties. Having to hunt down a duty manager to express my frustration and disappointment added to an already perplexing situation. Eventually, I paid what was merely a fraction of the cost of the garments themselves to claim them back.
The irony was not lost on me—this policy felt more like a hastily thought-out inconvenience than a customer-focused service, especially from an esteemed 5-star establishment. It's worth noting that the hotel is currently undergoing renovations, perhaps in desperate need, as it looked quite jaded last year. While a facelift might address the aesthetics, it's the little things, like a cumbersome and baffling laundry policy, that can significantly impact guests' experiences. Here's hoping ( staying there again next month - now i have doubts ) the renovations bring a renewed focus on customer service excellence along with a fresh coat of paint.