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The column for anyone fed up with bureaucracy, frustrated with delays or furious with poor service. Tell us your complaint and we'll try to fix it ...

It's been almost one month since Macau's new landmark, the Venetian Macao Resort Hotel, opened to the public. However, it seems that the ultra-luxury hotel is not providing a service to match its reputation, according to Satoko Miura of Kowloon, who spent a bad day there with her husband.

'I went to the Venetian Macao Resort Hotel last Saturday and stayed one night with my husband in a royal suite. When we got there at about 3pm, we had to queue for almost two hours just for the check-in service. It was strange that it took so long for people to check-in as there were six or seven receptionists serving customers at the counter.

'The main problem, I think, is because too many guests poured from the shuttle bus to the reception at the same time, while the staff did not seem very capable. And there was no apology from the hotel for keeping so many customers waiting there for so long.

'After two hours' wait, we got our room key, though we didn't recover from our disappointment immediately. To cheer ourselves up, we decided to go down to the spa centre on the fifth floor. However, when we got there, a member of the spa staff told us that it had been fully booked.

'Honestly, I don't think this would happen at any other five-star hotel.

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