A horrible staying experience. Had remarks that the purpose of this trip is to celebrate my mother birthday. However there's no any Special set up in the room. I went to front office n asked about it, one of the FO staff promised me that thy will arrange to set up on next day. BY THEN STILL NTG SET UP IN THE ROOM ON NEXT DAY. My mum was very disappointed that her birthday trip was ruined. It's so unacceptable that this kind of mistakes will happen in a 5 star hotel. Seems like FO and HSK have such a poor communication with each other. Besides that, during check out. I approached FO n asked for their GM's email to send a complaint email. A lady from FO mentioned that they do not have GM's email address but she said I could sent the email to the duty manager's email. She provides me the email address without asking me how's my stay and is it anything wrong during the stay. They just seems like they dont care about the guest. I can't believe that a 5 star hotel will allow this kind of things happen. I'm so "impressed" with their service. Definitely a big "NO" and won't consider to come back here again! Feel ashamed as i work in hotel industry too n we won't allow this things happen in our hotel!