Backup generators

When asked if hotels have backup generators in case of blackouts, Ms Lee said there would be emergency lights for exit points and stairwells to usher people out.

But it would not viable to keep a large generator to light an entire ballroom as it would take up too much space.

"The generator would hardly be used because blackouts are very rare in Singapore," she said.

"If it is not used regularly, it may also fail to power up when needed."

What about complaints about poor food quality or bad service from wedding couples?

Ms Lee said these are handled on a case-by-case basis, as such feedback can be subjective.

"If one person gets food poisoning, but all the other guests are fine, then it is probably not due to the hotel food. So we will do a thorough investigation on all these factors," she said.

A wedding planner with six years of experience, who declined to be named, said she had never heard of a case where a wedding dinner had to be cancelled because of a blackout.

She said: "It's a big deal. I think a refund is reasonable for services not rendered".

In addition, she feels that the hotel could offer a weekend stay at a partner resort or hotel as a goodwill gesture.

But she also advised the couple to take a step back as emotions would naturally be running high at this time.

"Wait a while and see what the hotel does. Taking them to court will end up costing everybody," she said.

Mr Seah Seng Choon, executive director for the Consumers Association of Singapore, said the hotel needs to give an account of what happened and sit down with the afflicted parties to discuss a solution.

Said Mr Seah: "The couple did suffer in this case, so the hotel should make the first move to offer a resolution package."

This article was first published in The New Paper.

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