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June 03, 2006
Rules, regulations and a minibar
"I am sorry Sir, this is not according to our rules. There was a misunderstanding on our side." Have you heard this before?
It happened to me, once again, in Berjaya Beach Resort in Redang. The last morning of our stay. Luckage packed, safe emptied already. We are off to have breakfast.
I am coming back to the room early, only to find a hotel employee inside. I ask him what he is doing in my room, and he said that he is just checking the Minibar.
Later, I complain at the reception that this shouldn't be the way, that no one should be in the rooms, especially at the last day, when guests are bound to check out and their personal belongings might no longer be in the safe. Their manager apologises and says that there were some rules broken on their side and that normally, no one would be in the rooms before the guests leave. How do i know? How will I know that this is not happening again? I saw the person in my room only by chance. What if something was stolen and I would only have discovered this when I am back in Kuala Lumpur?
It is easy to blame rules and regulations and that somewhere, a misunderstanding happened. A guest or user will not be aware of this - if it really was the case or if the operations just mention it in such a way in order to calm the user or guest down. But for me, it was a let down.
A minibar will thus be the reason that my trust in the operations of Berjaya has been damaged.
Posted by Andreas at June 3, 2006 11:49 AM
Comments
i would have expected berjaya to be the one resort where staffs are at their best! hope the trip was fun other than that incident.
Posted by: chloe at June 9, 2006 04:20 AM
How can they do that?? Checking of the minibar should be done when the guest is checking out at the front desk and not before!
Posted by: bkworm at June 8, 2006 08:36 PM
The first hotel that says, "All the items in the MiniBar are FREE" will definitely create a "WOW". Of course, cost included into the room rates ler ;)
Posted by: buaya69 at June 8, 2006 04:55 PM
Shocked to hear something like this happening in Bejaya, which is supposed to the best resort there in Redang. When I last went I stayed in a cheapo chalet with our friends and we had no expectations. So we had a lot of fun.
Posted by: Adam at June 6, 2006 05:34 PM
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