Cheryl Koesdjojo
Google
We booked this resort for a family holiday this winter due to its location. We were also looking for a larger apartment that can fit our family in one apartment. The Muse offers a 4-bedroom apartment which combines one 3-bedroom and one studio apartment. The capacity stated online for this combination is for 9 adults.
Last month, we wrote an email asking if they can help us with our restaurant reservation, where we stated we would have 8 adults and 2 children (aged 3 and 4). Since then, the reservation staff from the company, Edith Leung, have been emailing us back and forth regarding our reservation. Including a final email threatening us that they can refuse check-in at the date of our stay if we are in fact exceed 9 people. This is due to the fact that we asked for restaurant reservations for 8 adults and 2 infants.
Previously, we have submitted a signed restaurant booking policy form, which also stated that we are aware of the cancellation policy for restaurants reservation. But Edith, again, both on the phone and over email, warned us regarding restaurant reservation cancellation and asked us to fill in another booking form again. We felt her treatment has been very rude to the point of condescending. We are a paying customer and have paid our deposit months in advance. This is also not our first visit to Niseko, so we do have some comparisons we can make. If we were to compare, we stayed in Terraze (from Nisade) the year before at their penthouse (which stated an occupancy of 8 on their website) while we had 7 adults and 2 infants staying there. And both the reservation and service staffs were really friendly and helpful before and during our stay there.
We are starting to regret our choice of picking Muse Niseko. Although other staffs from the company has been very nice and helpful. But we do question their going all the way threatening an upcoming customer through email, and making it very difficult in getting help for making restaurant reservations. If the management do support this kind of service attitude, I wonder what kind of services they will offer during our stay there. Instead of making the experience smooth, the staff has only tried to pick mistakes from the customer.
