Originally Posted by sandeep.thilakan

The full capacity was the main reason for the service shortfalls. I was told that their average occupancy is around 50%, and it seemed like they got a few staff members from the Fairmont who were not trained for the Raffles ethos.



I raised the issue with the Director of Rooms, Keith Chong, who acknowledged the staffing issues and assured us that this was an exception - something which he was sincerely apologetic about. The service recovery was also quite good until the last day's breakfast when we again had to wait long to get coffee and juices served. But, the real face-in-the-palm moment happened when we asked the butler to get us two cappuccinos a few hours before checkout and they charged us for that, which I honestly had no issues about. Upon checkout, I found that the coffee wasn't added to the final invoice, only for the front office staff to come running while we waited in the lobby and charge us the missed $20!