As a first-time guest of this esteemed establishment, I was looking forward as I held the highest regard for the quality of service and hospitality offered at Crockfords hotel. However, my recent encounter at Crockford fell far short of my expectations.We were disheartened by the lacklustre service we received from the staff upon our arrival to Crockford on 5 Jun 2023. The staff ushered us to a seat and we were served welcome drinks. After this, we were left without anyone attending to us or informing us of the registration requirements.It was a wasted 15 mins wait. The front counter staff seemed overwhelmed and failed to provide any updates or apologies for the delay, leaving me and my husband feeling neglected and lost.In fact, we came to Genting with 6 other friends, who chose to stay at the Highland and The first world hotel.The efficiency of checking in and key allocation is surprising in this order1. First World2. Highland3. The prestigious CrockfordsSo disappointed.Once checked in, Crockford continued to disappoint. The staff simply pointed to her right and said the lift is straight ahead, appearing busy and inattentive throughout. It took an excessive amount of time to locate the 'exclusively hidden' lift. There aren't any signs ....We stayed in many five stars hotels throughout the world, and many of these hotels especially those with butler services always have staff leading us to the room if not, at least to the lift landing. We expected this level of service from the hotel with Forbes Distinguished 5 stars award.To compound matters, we were not briefed on the benefits such as complimentary gold card membership. We got to learn about this from a friend on the night of our checking out.As we would be checking out, we purposely woke up early so as to apply for this membership for future visits. We enquired at the reception and Mr Soo Tze Yuen insisted we need to show our physical passport. We are living in the digital world and apparently, when we checked in, the counter staff took our passports and it is a practice for the hotel to make a copy of it. We have the digital copy in our handphone yet Mr Soo insisted we need to get the physical passport. The walk back to our room (2228) is about 400m from the lobby. Certainly not an enjoyable walk especially for seniors like us with some difficulties.Mr Soo said he would feedback to the management regarding this policy. We would have appreciated better handling of this there and then. For us, it is a painful experience.We were even more appalled with the Guest Relations Representative at the Crockfords Club. I approached the desk to inquire about the application for the membership hoping to receive assistance. However, instead of being met with helpfulness, the staff member responded with dismissiveness and condescension. The staff Ms. Weishu was curt. The first word from her ( eyes fixed on her computer) was a harsh "PASSPORT". The Gold Membership was not a 'totally complementary card'. You need to earn it through some disrespect.I found the demeanor of this staff member to be entirely inappropriate and disrespectful. It is disheartening to be treated in such a manner, especially as a guest who has chosen Crockfords hotel for its reputation of exceptional service and hospitality.I feel compelled to share these experiences. The lacklustre and disappointing service at Crockford has tarnished my otherwise positive perception of Crockfords hotel.