Jarrod M.
Yelp
This is one of those reviews you just wish you didn't have to write because the overall experience was exceptional but because of one staff member, it will be remembered as less than we had hoped.
First the good: this is a wonderful boutique property that is fun. From the rooms decorated with eclectic art to the beautiful lobby, it was a special place we truly enjoyed calling our home away from home.
The staff was lovely (albeit one member that I'll share more about later). In particular, Chester was one of the most delightful waiters we've had. Such a good spirit and always positive. Aldora and Abigail we're always so helpful along with a wonderful experience with Daniel and Shahrul. These folks made our stay delightful and we couldn't have asked for anything more.
The breakfast each morning was delicious and every time we called downstairs for something, it was promptly delivered with a smile.
The rooms, although small, are very comfortable with roomy showers and beds that are extremely comfortable. While our particular view wasn't good, it was a very comfortable room.
Unfortunately, the reason I'm unable to give it a higher rating comes down to one specific instance that is very disturbing because of the ethical and financial implications.
When we arrived at the hotel, we were greeted by a man named Alex. Before he said "hello" or "welcome", he immediately said, "where were you? We arranged for a car to pick you up and you have to pay for it."
Yes, it is true that I called the hotel to get information via email about how much a transfer would be (which I never was told or ever received). The email never came. My wife then emailed the hotel and once again, she did not receive a reply. After doing some research we found that a taxi would be easy so we didn't pursue the transfer details with the hotel since we never received any information from them.
Well, that has turned out to be a nearly $100 issue on our hotel room bill that they are unwilling to reverse. They claim they called us (we never received a message on our home phone or cell phone, both of which are in our SPG profile). They also claimed to email us and admitted their emails bounced back each time (our email address and phone numbers have not changed). Yet they went ahead and charged us for something we never confirmed via email or via phone.
This is so sad because I travel well over 100,000 miles a year around the world and have been to countries throughout Africa, Asia, Europe and the Americas. I am a Marriott/SPG Gold Member and in all my time I have never had a situation like this where the hotel insists on keeping a charge that was never confirmed or used.
I asked to speak with a manager and one never contacted us while we were there although Alex said he was the manager at that time.
Overall, this is so disappointing because I'm unclear if this is a racketeering effort to get more money from customers or if it is the shear lack of business acumen.
Either way, it really started our first visit to Singapore off on the wrong foot with a confrontation that should never have happened if the hotel manager, Alex, would have simply said something like, "we are so sorry for the confusion and would be happy to provide you a hotel credit for that same amount, etc..."
Hopefully my next step efforts with Marriott/SPG Global will be more helpful...