Anuja K.
Google
We are deeply disappointed and frustrated with the handling of our recent stay at Raffles hotel, which was marred by a series of unacceptable issues related to payment and customer service. Prior to our arrival, we were provided with incorrect bank information by Raffles team to process the wire transfer for our three-day stay and forced to make an advance payment. The payment was not completed as intended due to incorrect details. We were informed that the amount would be credited back to our account, but to date, we have not received any such refund.
During our stay, instead of being treated as valued guests, we were repeatedly harassed by hotel staff on a daily basis regarding the payment, despite our best efforts to resolve the situation. This constant pressure significantly impacted our experience at the property.
We were asked to provide our credit card details with the understanding that the card would only be charged once the initial wire transfer was credited back to our account. However, we were charged with neither reasonable prior notice, nor confirmation from our end, which is both unprofessional and unacceptable. There was no attempt to confirm the original wire had been resolved.
When we attempted to follow up on these issues with Suvrajit the Revenue Manager, we were told that Mohammed, the staff member we had been dealing with and met in person at Raffles, had left the organization, leaving us with no clear point of contact or resolution.
This entire experience has left us extremely dissatisfied with Raffles Praslin. We expected a level of service and professionalism befitting the brand, but instead, we were subjected to stress, confusion, and a lack of accountability.