UK-based entrepreneur Eddie Cheng has praised Marina Bay Sands Singapore for redefining what exceptional customer service can look like. He said the resort’s attention to detail, proactive communication and genuine care made his stay stand out, something he rarely experiences in hotels across the UK, Europe or the US. One incident led to this fulsome praise from the co-owner of the footwear brand VIBAe.
What happened at Marina Bay Sands?
Cheng said he was in his room at the luxury resort when a staffer accidentally opened the door, mistaking it for another guest’s suite. She immediately apologised and withdrew.
A few minutes later, Cheng received a WhatsApp message from the hotel representative, again apologising for the mistake and confirming it was indeed his room.
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The five-star resort went beyond mere apologies — it refunded 50% of the room cost, waived all food and drink charges, and even sent gifts to his suite. Cheng said he was impressed by the attention to detail and responsiveness, noting that such proactive service is rare and made his stay truly memorable.
Luxury resort refunds room cost
Cheng said that Marina Bay Sands — a five-star resort where rooms cost an average of ₹1 lakh per night — refunded half his stay over the small error by their staffer.
Cheng pointed out that he never complained about the staffer, but the resort proactively took steps to reach out and apologise.
“They later refunded 50% of the night. Waived all our extras- food, drinks, amenities. Sent gifts to the room,” he wrote. “Not because we complained. We didn’t even mention it. They just handled it.”
The entrepreneur said that he has never experienced anything like this in the UK, US or anywhere in Europe.
His post sparked a discussion on hospitality standards around the world.
“If you were in Las Vegas, they would’ve charged you for the unannounced checking in with you,” wrote one person.
“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,” said another.
“Asia is next level for customer service. A 3 star hotel is like the Ritz,” an X user opined.
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