We made a booking of Two rooms with two single beds through trip.com and full payment was made online. Upon checking in, the frontline staff Ms. Sharlyn "instructed" us to separate the passports to each room so as to make her check in easy. After filling in the guests details, she realised that her system only shows one room was paid and informed us to wait while she rechecked with her manager inside the office, after waiting for 5 minutes, we asked another staff member to check what was going on but only to be told by Ms Sharlyn to let us wait otherwise she will have to pay from her own pocket if we did not pay the other room. We continued to wait for another 3 minutes till I called her out to just issue the room cards to my guests so they could rest after a long flight.
The manager came out and explained the situation and asked her to issue the room cards while we waited for them to resolve the problem.
Soon after the room cards were issued, they informed us that our payment was in order.
Our feedback is actually for the Hotel Mgmt to retrain her to be more polite and attend to the needs of her customers first instead she was more concerned about if she will be held responsible for her mistakes.
It was her tone that pissed us off.
Similarly, while my guests were waiting at the lobby rest area for the room cards, we gave them some bites to eat but was sternly told by the male uncle that No Eating allowed.
Very sad to see the service standards of this hotel.