"Overall, we had a pleasant short stay at Dusit Thani Laguna Singapore. The hotel was clean, comfortable, and well maintained, and the staff were friendly and professional.
Unfortunately, our check-in experience was disappointing. Check-in was scheduled for 3:00 PM, but our room was not ready until approximately 3:30 PM. I had also contacted the hotel beforehand to request an early check-in, so it was particularly frustrating to arrive and find that the room was not even available by the standard check-in time.
That said, I really appreciated how the staff handled the situation. They were apologetic and helpful, offered my wife and me two complimentary drinks each at the restaurant while we waited, and also upgraded our room. These gestures were genuinely appreciated and showed good customer service in response to the inconvenience.
The main issue for us was that this was our only night in Singapore, so even a 30-minute delay made a meaningful difference. We had a packed itinerary and wanted to see as much of the city as possible, and the delayed check-in affected our plans and reduced the amount of time we had to visit the attractions we had planned.
Overall, the hotel itself was very nice, and the staff did a good job of trying to make up for the delayed check-in. We enjoyed our stay, but I do wish the room had been ready on time, especially given that I had requested an early check-in in advance."
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