Singapore is known as one of the world’s top luxury travel destinations and one of its luxurious properties recently impressed UK-based entrepreneur Eddie Cheng for their service. During his stay at Marina
Bay Sands, Cheng experienced customer service that went far beyond his expectations. After a hotel staff accidentally opened his suite for another guest, within minutes, the staff not only apologised but also confirmed the room details, refunded part of the stay, waived extras and even sent gifts, all without him asking.
Cheng said he had never seen this level of effort in hotels across the UK, Europe or the US. He praised the staff’s quick communication, care for guests and attention to detail, which, according to him, is a true luxury service. For him, such experiences should be normal in five-star hotels, yet they are surprisingly uncommon.
Marina Bay Sands Impresses With Exceptional Customer Service
Taking to X (Formerly Twitter), Eddie Cheng wrote, “Spent a few nights at Marina Bay Sands in Singapore last week and it completely broke my brain about what customer service actually means. 30 minutes after we checked in, a hotel worker accidentally opened our suite door for different guests. She saw me on the sofa, apologised, closed the door. Five minutes later: WhatsApp message from my hotel rep apologising, confirming it was our room, their error. They later refunded 50% of the night. Waived all our extras, food, drinks, amenities. Sent gifts to the room. Not because we complained. We didn’t even mention it. They just handled it.”
“I haven’t experienced anything like that in years. Not in the UK, not anywhere in Europe or America. The bar has dropped so low that basic proactivity feels like magic. All the little details. Just showing up. Being responsive. Caring that they made a tiny mistake. Anyway, I’m staying there again next time I’m in Singapore. The thing that gets me is how rare this is now. It shouldn’t be remarkable that a luxury hotel actually delivers on the luxury part. But here we are,” the entrepreneur added.
spent a few nights at Marina Bay Sands in Singapore last week and it completely broke my brain about what customer service actually means
30 minutes after we checked in, a hotel worker accidentally opened our suite door for different guests. She saw me on the sofa, apologised,…
— EDDIE CHENG (@ecomEddie) March 10, 2026
What Was The Internet’s Take?
Reacting to the post, a user wrote, “If you were in Las Vegas, they would’ve charged you for the unannounced checking in with you.”
Another shared, “I worked in Dubai for 10 years in hospitality and this is common, our manager tells us that if such happens, report to me immediately and we will deal with it. Now in the UK for 3 years, staff make food allergy mistakes and it’s taken like normal. In Dubai, you might lose your job.”
“Damn surprised they did that, heard a lot of horror stories from MBS in the past few years,” a comment read.
An individual stated, “I had a similar experience at the Banff Springs Hotel many years ago. Their mistake was small in the scheme of things, but they went out of their way to make our stay extremely pleasant. A mistake treated the right way can have a much bigger positive impact on a customer than if it didn’t happen, a principle I teach to my clients.”
Another mentioned, “Mental note for first visit to Marina Bay Sands: pretend I walked into a stranger’s hotel room there, but it’s really my travelling buddy. Make sure the staff see it happening.”
One more added, “That’s what real service recovery looks like. They didn’t wait for a complaint; they owned the mistake, responded fast, and overcorrected. When businesses act proactively instead of defensively, small errors turn into loyalty. That’s why you’re going back.”
While not everyone can experience the true customer service of Marina Bay Sands, but visitors can witness Singapore’s skyline from a breathtaking vantage point 56 storeys high.
