Appreciate your review. But let me clear things up, upon reviewing the thread. I only asked for your check-in time once, as you only informed that Mercy will be arriving earlier but no specific time. Regarding check-out, we also asked for it once, reason for asking is for us to know if we can assist you or just let you do a self check-out. Apologies on the staff who assisted you as she is still new, and she's still not familiar with the place. She was just asked to assist you as the senior staff who was suppose to assist you was still busy assisting other guests and we have no choice but to ask her to assist you, but of course, that's not an excuse. Don't worry I will discuss this with my staff. It was just a miscommunication regarding leaving the key in the mailbox. We will make sure to avoid these kind of scenarios in the future. Apologies again. I hope this experience won't prevent you from staying with us again in the near future. This will be a reminder for us to improve more on our service.
Thank you for the feedback.