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"前檯應對親切有禮，說明清楚，並且滿足客人的額外服務需求，例如寄放行李超過一天、協助叫計程車等。"

"是的"

"We arrived in the hotel early and left our luggages to the hotel staff. When we got back our luggage in the evening, one of the suitcases was apparently damaged. The staff tried to fixed it twice but failed. I was promised to be given at least a letter confirming the damage so that I could send it our insurer, and that the hotel would give us membership points as a compensation. The manager also said he would check the cctv and come back to us. However, nothing happened until we chased for an update a few days after our check-out. And they said they would check the cctv almost after a week has passed. Then our case was transferred to another manager, who then rejected all the promises given to us earlier. We just asked for a letter. The fact is that I handed over a suitcase in working condition to the hotel staff, and was returned with a damaged suitcase. The series of failed promises show how the hotel management treat their clients. I don't think I would stay with them anymore."

"No prior notice for “no spa nor massage” from Saturday to Monday. "

"With the provision of a very good kitchen inside the apartment, unfortunately no dining table and chairs were provided. So my family members and I had to stand during eating. Such situation is considered very undesirable."