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Ng Keng Gene
The times of the strait
December 13, 2020
Grand Park Orchard has said that the long lines to check-in at its lobby on Saturday (December 12) were caused by a surge in bookings in recent days.
On Sunday, its spokesperson said the hotel “received an overwhelming increase in last minute bookings over the past few days” and had tried to reach out to its guests “to stagger check-in times, but it was a challenge to reach everyone. from them”.
Photos and videos of the crowd have circulated on social media, with some guests saying on the Grand Park Orchard Facebook page that they queued for hours to register.
The hotel said it “remains committed to the safety and comfort of our guests,” and has updated its procedures, which include working with travel partners to facilitate the booking of staggered check-in times and the implementation of a management system. queue that will contact guests when it is their turn to register.
Check-in was smooth on Sunday due to staggered check-in and queue management system, the hotel said.
The spokesperson added that the hotel “deeply apologized” for the inconvenience caused to guests.
Ms Tan Yen Nee, head of hotel and industry manpower at the Singapore Tourism Board (STB), said the board had followed up on the incident with the hotel management. “(We understand) that they have taken steps to resolve the issue and help affected guests,” he said.
Regarding the long lines on Saturday, Ms. Tan said that a total of 14 safe distance ambassadors and STB compliance officers were deployed to Grand Park Orchard at 7.34pm that day.
“They helped hotel staff to control crowds and ensure a safe distance of 1 meter between hotel guests,” he said, adding that police officers also responded to the incident to ensure law and order.
Ms Tan said the crowd began to disperse at 8.05pm after ambassadors and officials worked with hotel staff to place guests in one of the function rooms as part of safe distancing measures.
For its part, Grand Park Orchard strove to disperse the crowd by encouraging guests waiting to check in to wait in a waiting area or at restaurants, the spokesperson said.
“We understand that many guests did not want to get out of the queue,” the spokesperson said, adding that the hotel had offered options for guests to change their reservations to other dates or to move to its sister hotels.
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Posted by Kife Wee on Saturday Dec 12, 2020
Over 2.5 hours of queuing to register with no safe distance and no staff in sight to help. Everybody is…
Posted by Kenji Ng on Saturday Dec 12, 2020
I’ve been here since 3pm and haven’t even registered. 6.5 going 7 hour wait just to register. This is outrageous. If he…
Posted by Judi Ng on Saturday Dec 12, 2020
In line for almost 5 hours. Hardly moved. Management is lacking and managers insist on not leaving their rooms to give …
Posted by Seah Ziyang on Saturday Dec 12, 2020
I have never encountered such a heinous registration procedure, but I consider myself lucky to have gotten past malam …
Posted by Ramli Mohd Kassim on Saturday Dec 12, 2020
See more photos in the gallery.
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