GUESTS' FREQUENTLY ASKED QUESTIONS

1. Why is there a form for almost everything, especially when there is an issue?

   
   

   This is for purpose of transparency - ensuring each request is being looked into in a timely manner. Especially when there is an issue, you are encouraged to provide us with as much details as you can about a situation and are free to be as candid as possible. This way, we can ensure that requests or issues are actually looked into more objectively and are resolved as quickly as possible. Given that everyone could be busy at times, resolving an issue will just be left to chance and eventually forgotten and not resolved - if not noted down as the situation happens. That said, the form is not meant to replace face to face discussions. However, unless it’s an emergency, we cannot just have a random discussion every time there is an issue. We need to respect everyone’s time and space. Issues don’t typically get resolved in one brief discussion. Rushing to fix a problem with not a lot of information at hand about the situation can lead to tension or heated conversation. When emotions are high, we may not be able to resolve issues based on logical reasons.

   
   

2. If a potential guest was able to book my current room for a period that is after the expiry of my contract but I still want to continue occupying it, do I get priority over that potential guest?

   
   

   While we normally give you discretionary priority by sending you a courtesy notice whenever someone is able to reserve your room online, this doesn’t necessarily give you the right to continue occupying the room a potential guest was able to rightfully book. Nonetheless, we will always try to renegotiate with the potential guest on your favour where applicable. That said, the decision as to who should occupy the room does not ONLY depend on who booked the room first but also on other factors that may be present at any given time. Regardless, it's still important to ensure you re-book or send your extension request in a timely manner in order to minimize the risk of you having to vacate the room for someone else.