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Travel & Holiday

Check into MBS hotel on way from airport

New service aboard free coaches will ease long queues at lobby
The Straits Times - March 14, 2012
By: Felicia Choo & Sarah Giam
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Check into MBS hotel on way from airport MBS guest service agent Lenny Iryani uses a tablet to fill in the particulars of two Chinese guests -- ST PHOTO: NURIA LING

MARINA Bay Sands (MBS) has started checking guests into its hotel as they ride on free coach services it provides from the airport to the resort.

The move will alleviate long queues at its hotel check-in counters, which has emerged as a key bugbear for guests.

The resort has become one of Singapore's key tourist attractions, given its iconic architecture and breathtaking sky pool on its roof.

But it has attracted criticism as well, notably for the slow check-in process at its hotel, which has more than 2,500 rooms and suites.

The National, an Abu Dhabi-based newspaper, was one of the latest to note this in a review of the hotel about three weeks ago.

'There are... long queues at check-in. We have a 30-minute wait to reach the counter and staff seem unable to cope with the flood of people, which dampens our mood as we only have one night at the property,' said the review.

Similar comments have been posted on top travel websites such as TripAdvisor, with some users saying that they waited for as long as 30 minutes in long lines at the lobby to register themselves upon arrival.

An MBS spokesman said the new service is among a series of measures the resort has taken to shorten the check-in time for their guests.

She added that wait times are being monitored and claimed that the average is currently 15 minutes. The wait may be longer to fulfil specific guest preferences such as a specific view or floor, she said.

The new check-in process cuts the wait down to 'under five minutes', depending on the guests' specifications, she said. This includes credit card verification and key card issuance.

The service, which started its pilot on Feb 25, is carried out on board the complimentary coaches that ferry guests from Changi Airport to MBS.

A guest service agent uses a tablet to register the guests' details and the data is updated in real time into the hotel guest system.

Currently, three out of the 10 MBS buses offer the service and the hotel is planning to equip its entire fleet with this new service by the end of this month.

Travellers from Shanghai, here to see an exhibition, said that this new arrival service is better.

Ms Deng Guohong, 27, a business assistant, said: 'We don't have to go to the hotel to check-in at all.' She even suggested that other hotels follow MBS' example.

To further cut wait times, MBS said it also opens up more check-in counters and allocates additional front-line staff during peak hours.

In-room television check-outs can also be done, where guests press a 'check-out' button on their remote control.




Hello, kitty cafes, China is calling