Although the hotel is quite clean and good amenities. I'm very pissed off my Rimowa luggage divider was missing from this hotel. I remember very clearly I unpacked my Rimowa luggage and placed the divider just outside the luggage and standing up against the wall, I was in this hotel for 2 days and never touched my luggage or moved it. 2 days later when I want to checked-out from the hotel and was packing up my luggage, the divider was missing. Everyday when I got back to the hotel, my towels would be replaced, means the housekeeping everyday came into my room without permission. I've never been to a hotel where housekeeping would come into the room without permission, they would always ask permission from the customers if they want their room clean. Anyway, I never touched my luggage, and housekeeping was the only 1 who went to my room, according to the hotel manager, so it is very likely the housekeeping took my luggage divider maybe mistaking it for rubbish, but why would you mistake luggage divider for rubbish in the first place, it doesn't look in any way like a rubbish. I find this hotel service quite bad, in the first place coming into customer room without permission is already wrong, if you guys had not come into my room, my luggage divider would not be missing, some customers dislikes housekeeping from coming into their room when they are not around, because fearing of things go missing like this, permission must always be asked from customers, for housekeeping to enter their room, when the customers are not around, especially if their valuables are in the room, all these have risks of items go missing, they are many instances where customers items go missing because housekeeping took them, this is basic customer service in hotel that this hotel failed tremendously to guard the safety of customers items and belonging. When I was questioning them about my missing item, their reply is, only housekeeping enter your room, our housekeeping are trained to only clean trash and not take anything else, these are humans for god sake, you can't control their behaviour and know they are good 100%, the fact that this hotel can let its staff enter customer room without permission is already wrong on so many levels, had I been in Shangrila still, I could easily make a police report as entry without permission and risking customer losing items. Btw now I have to fork out US$120 just to get new luggage divider, it is needed as my items in luggage will be jumping all over the place and destroy everything in it. I'm super pissed off by this hotel lacks of common sense and have zero remorse for its own mistakes which led to my item being lost and being so defensive, as if all its staff will never make mistake. Will never recommend or ever step foot in such a hotel. If you guys want to risks your stuffs go missing, and housekeeping entering your room when you are not around, then this is the perfect place to stay. Reading the other bad reviews, seems this hotel has always been defensive when they made mistakes, instead of apologizing and reimbursed customers if their items go missing because of their mistakes.
