Bad Service i had from Orchard Hotel Reservation (Part 2)

This is an example of professional service:

Receive a acknowledgement from the hotel:

Dear Ms Tan,

Thank you for your email.

First of all my sincere apology for all the inconvenience cause to you.

As there is a minimum length of stay restriction due to peak travel
period thus you are unable to amend the reservations from the websites.
We have already take note of the changes and the reservations have been
amended. Attached is the hotel confirmation letter for your kind
attention.

And we will also like to thank you for your feedback with regards to the
invalid contact number. We are looking into this .

Once again sorry for any inconvenience cause and we look forward to your
guest stay with us.

Should you require any further assistance, please do not hesitate to
contact us.

Best Regards
Linda Hussain
Senior Reservations Executive

So i return with a email after knowing that it is the service personnel fault that they did not know the restriction and make a mess of my call:

Dear Linda,

Thank you for your confirmation.

This is the first time i put my guest in Orchard Hotel, but i have unpleasant experience of how the reservation personnel handle my call.

As you have indicate in below email, i could not make any amendments from the website. I spoke with Miss Carol in my first call, and she insist that she could not do anything at her side to help me shorthen my guest stay. Reasons is because i make the reservation online. And she insist that i could make the amendment on the website. She seems unhelpful when i ask her where can i make the changes as she could not do it at her side. She mention to me that i could change it as it is very "logical" for me to find the link. I believe this restriction is made known to every person in the reservation dept.

As i could not get the things done, i contact reservation again and spoke
with Lorita. She help me make the changes at her side but also want me to make the changes online. I did mention to her my difficulties and attach a printscreen for her reference.

I am not please by how the two reserveration personnel handle my call and
are unhelpful. I hope that this is not the kind of service my guest will receive when he visit the hotel. Kindly look into it.

Thank You.

Regards,
Wendy Tan

And a reply from them after my feedback:

Dear Ms Tan

Thanks for your feedback

Agreed it is a simple process that could have been handled more
professionally, my apologies for my team's shortcoming on this issue

Rest assured that I will look into this matter and straighten this out.
If you have any future bookings, please do contact me directly so that I
can personally handle them for you

As for your guest, we will take good care of him and ensure we will give
him our very best service

Once again sincere apology for all the inconvenience cause.

See do you see that! Luckily, there is still someone who bother about the image of the hotel and the welfare of the guest.

Zhenru say i am complaining here and there, and next time i will meet with such a demanding customer. But really the answer given by the 2 service personnel was really bad. How can they not aware of the restriction of their hotel.

Case Close.