Our stay was only for 5 hours as we only book for our transit flight to Hongkong. We were travelling with a 2 YO and we wanted to minimize the inconvenience of waiting for long hours at the airport reason why we booked at this hotel. Unfortunately, it took them almost (or a bit over) 2 hours to check us in despite the not-so-busy activity at the check-in counter. Good thing we decided to hang-around the restaurant and got our lunch, otherwise, we would have been completely bored at the lobby. Upon check-in at around 2:30PM, our room was upgraded which was fine. We then requested that since we will be staying only for a few hours and checking out that same night at 8PM for our next flight, if they could convert our free buffet breakfast to simple dinner plate or take-away sandwhich instead - we were flatly refused. Such inflexibility is disappointing . Anyway, except for the mentioned inflexibility, our stay would have been ok if not for an ugly incident upon our check-out. I was being made to sign a document that stated that I agree to a missing item in the room - a tiny face towel ! Good thing I was careful with every document I sign coz ,otherwise, I would'nt have noticed that this was part of the checking-out docs I thought I was signing as I was not priorly informed of the missing item. I, of course, protested and went back to the room to make sure that everything there was intacked and that we did not pinch anything. Until I had to point out to them that there was only 1 facetowel provided during our check-in and it was, in fact, in the room, the lady in the counter was insisting to make us liable for the loss, that despite the cleaning man conceding immediately that there was no item lost. Suffice to say, I was really annoyed by the attitude of the lady in the counter who was unapologetic and contemptuous. That was no way to treat a guest for a hotel like Waterfront. That hotel staff could use more training in customer service.
