AAnonymous UserOur itinerary for the May Day holiday included five zoos in Singapore, so we booked a basic room at the Banyan Tree Rainforest for two nights, averaging over 3,000 yuan per night. Upon check-in, we discovered it was a connecting room, separated from the next by only an internal door. We could clearly hear the neighboring children crying and talking. We immediately contacted Trip.com customer service to coordinate a room change, but the hotel responded that they were fully booked and could only offer to speak with the neighbors about the noise, without any substantial solution. We then approached the hotel ourselves, and they agreed to move us to another room after breakfast the following day.
After breakfast the next day, we went to the front desk to arrange the room change. The staff member we spoke with was different from the previous day and initially claimed they couldn't guarantee a room change due to high occupancy. Only after we insisted did they say a room had just become available. As we were rushing to the zoo, we asked the front desk to transfer our luggage from the old room to the new one. I had a piece of clothing hanging on a hanger in the old room, still wet from being washed the day before, directly above our suitcase. However, when we returned to the new room that afternoon, we only found our two suitcases; the clothing was gone!
We spoke with the front desk again, and they said the old room had already been assigned to new guests and housekeeping hadn't found the item. They only stated they would do their best to search, but ultimately, it was fruitless. Although a few hundred yuan for a piece of clothing isn't expensive, what if a valuable item had been lost? Would the hotel handle it with such perfunctory attention?
Objectively, the hotel's location is excellent, very convenient for visiting the zoo, and the environment is lovely with truly beautiful scenery. The room's cleanliness and size were acceptable. The luggage staff upon arrival and departure were very friendly and enthusiastic! However, the service experience with some of the front desk staff was not ideal – communication was inefficient, and while their attitude was good, they were superficial in resolving issues.
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