I booked this hotel half a month in advance. On the day of check-in, due to my schedule, I came to the front desk at around 9 AM to store my luggage and check-in. However, I didn't return to the hotel until 12:30 AM. Only after entering the room did I discover that the hotel had, without my permission, unilaterally changed my reserved balcony family room to a king-sized bed room. The Indian front desk staff said there were no balcony family rooms left, and this was the only room available, implying I had no choice but to take it. I want to ask, what was the point of booking so far in advance, especially during your peak pricing period? Does Singaporean law not even have the common sense that a reservation means the room is held for the entire night? We are a family of three, with a child, and we booked a room with one large and one small bed. That night, we were forced to have our child sleep on the sofa, and we had to specifically ask the front desk for pillows and blankets. Furthermore, I came to store my luggage and check in at around 9 AM; why didn't you tell me then that there were no rooms available? Or did you secretly sell off the room type we had reserved? Is this reasonable and legal? What right does the hotel have to unilaterally change a room type that a customer booked half a month in advance?!
The next morning, I went to the front desk to ask for a Chinese-speaking staff member to communicate with me, but I was told they didn't have anyone who spoke Chinese at the moment, essentially brushing me off with 'it will be changed back' and that was it! It wasn't until I complained to Trip.com, and their customer service followed up with the hotel for verification, that they still refused to admit any issues with their management or staff. They even claimed that these two rooms were the same! Below are the photos of the room types they posted online. Please compare them; anyone can see the difference. If you think there's nothing wrong, why did you change my room? If you say they are the same room type, why do they have different prices? You changed it and still refuse to admit your mistake! No compensation is one thing, but there wasn't even an explanation or an apology. This kind of 'scam one customer at a time' service attitude and problem-solving approach is truly unworthy of your 1500 SGD per night price!
Also, I'm not sure if all hotel toilets in Singapore lack exhaust systems. My feedback about this issue received no response from the back office, and the front desk was uncooperative. I even had to explain three times to three different Indian front desk staff just to get a room key... Does this level of service quality deserve your 1500 SGD per night price? Are you not ashamed of yourselves?
To say you're bad, your building is so tall; to say you're good, you can't even compare to a small guesthouse in a third-tier city. Please properly train your Indian staff and add more front and back office personnel who can communicate smoothly! After all, you don't only cater to Indian customers! Finally, Trip.com gave me minor compensation. This is my first negative review for accommodation, but looking at the 60+ other negative reviews, customers with similar experiences to mine are not few. I'm not sure if it's because the hotel is big and bullies its customers, or if it doesn't worry about Indian clientele, or if this is just your consistent and unique management model. But those 60+ negative reviews are truly not unfounded!
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