Westin Sohna
When you check into a hotel usually it’s a front office manager who greets you. But at Westin Resort and Spa we were welcomed by a beautiful Emu (yes the bird), and that very moment I knew this will be a holiday in the lap of nature away from the concrete jungles next door where most of us work and live. Emu came first and then the welcome drink- a refreshing apple and cinnamon shot. The check-in was smooth and we were escorted to our room- a Premier Villa (room rate of about Rs 16,500), which is a category above the base category of rooms. Since I checked in with my husband the staff member guiding us to the room was prompt to ask if we were there to celebrate some occasion. We were not there for a celebration but it sure felt nice and special. Little things go a long way in enhancing the guest experience.
Whether its a man or a hotel, the first impression matters. It can make or break the deal. You can either fall in love at first sight or build not-so-good pre-conceived notions. Thats why check-in is an important aspect of any hotel experience. My check-in at the Furama Riverfront Hotel in Singapore was a tedious two-hour saga. After a long flight (Malaysian Airlines via Kuala Lumpur in case your are wondering how did Singapore get so far) when we reached the hotel the front office executives told us that the room was not ready and we will be informed when its ready. It was quite understandable as the hotel check-in time is 2 PM and it was only 10 AM. After an hour another executive informed us that a pipe had burst in the hotel because of which as many as 30 rooms were not operational and since it might take long to fix it they are shifting few guests to another hotel. I agreed with a smile. The other hotel where the front office manager took us was also booked and after another 30 minutes of waiting when he showed us the room we realised it was one third the size of rooms at the Hotel Furama for which we had paid double the price. When we complained we were taken back to the Hotel Furama and given an upgrade. What happened to the burst pipe I don’t know. <a href="http://thehotelexplorer.com/wp-content/uploads/2014/11/furama-washbasin.jpg"><img class="alignleft size-medium wp-image-362" src="http://thehotelexplorer.com/wp-content/uploads/2014/11/furama-washbasin-225x

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