Dear Ross, We appreciate your time in sharing this review which gives us the opportunity to continually improve our facilities and service standards and sincerely apologise that your recent stay did not meet your expectations. We believe in creating positive and memorable hotel experiences for all our guests and are very sorry to hear of your less-than-satisfactory experience. Please be assured we have undertaken soft refurbishment in the room you resided in and certain areas of the hotel, and will continue to do so in the years to come. We will also raise your feedback to the respective departments and we appreciate your time for writing the review. Thank you.

Thank you for your feedback, Amy!

Thank you so much for your feedback! We hope to see you in future :)

Dear Ms Chin, Thank you for your feedback. It was a pleasure to speak to you previously ; and to understand thoroughly of your situation. We are disappointed to hear that our Guest Relation - Ms Sakinah's service was not up to your expectations and would like to extend our most sincere apologies for the frustration that this has caused. We believe in creating positive and memorable hotel experiences for all our guests and are very sorry to hear of your less-than-satisfactory experience. As spoken previously over the phone, we've accede for a full refund and had instructed Expedia to process the refund expediently. Please note that Expedia had released the credit to your card on 28 Dec'17. Please do verify with your bank within the next 7-10 days to see if the amount had been posted to your account. We would also like to take this opportunity to reiterate that information of our official check-in time at 2pm hours and that all requests are subject to availability are shown on Expedia's website for your easy reference should you are staying with us in future. Thank you so much and I wish you all the best!