Booked a room here over the weekend (16-17mar) to celebrate our anniversary. Was really excited about what HFC got to offer, after seeing so many reviews and feedback. The hotel was located at a tranquil hill top, and peaceful surroundings. We reached at about 12odd in the afternoon, and we were told to wait until 2pm for our check-in. There were only 2 personnel serving, but there were many guests waiting for their check-in. Another 2 personnel came over to help, but unfortunately there were only 2 laptops to work on. There was no one to guide the check-in process, and only when my boyfriend took the initiative to start queueing behind the counter, did the rest of the guests follow. They gave us a late check-out timing for our anniversary.
After checking in at 2pm, a friendly malay lady(slightly plump) guided us to our room. She was very polite, and when we asked her if we could have a candlelight dinner in our room that night, she was all smiles and said it was possible, we just had to arrange with the front desk. We were happy upon hearing that. The room was spacious, the amenities were good, view was good, except that the speed of drainage in the shower area was rather slow. We had to wait for some time before the water managed to run clear each time. Other than that, the room was luxurious and fabulous.
We went to visit the swimming pool and gym about 7pm. Since it was clearly stated in the guest information book that towels will be provided at the pool area, we did not bring our room towels down. When we reached the pool, there were no clean towels to be seen. Only a basket filled with used towels was seen. We walked to the adjacent building(where the in-house restaurant is), and walked down to the gym. We asked the staff on duty(a malay girl) where we could find towels. she seemed abit shocked, but directed us to go down a level to get the towels. We went down and found the ladies/gents toilets, but there were no towels to be seen. We went up again, and approached her saying that we could not find any available towels. She then looked at us in disdain, and said "Did you go to the reception? It is with the reception lady."
We were taken aback with her rude response as there was no mention of going to the reception the first time we asked her. And next, she questioned us "Are you all guests here?" I have no idea why she would ask this, maybe because we were dressed really casually in sportswear and we were Singaporeans. That gave us a bad impression of the customer service in HFC.
After the swim, we went up to the room hoping to order some food in a candlelight setting. We found a complimentary bottle of red wine in the room, which was a really nice gesture well-appreciated. So we called the frontdesk, and to our dismay, the staff said that a candlelight dinner setting was not possible for the type of room (deluxe) we were in. We were quite disappointed, but went ahead the room-service order. Food was ok.
The check-out next day was the same situation as the first day, only 1 staff was on duty, and there were quite alot of people queueing up for their turn to checkin/out. They could probably add more staff/counters to aid the flow.
And so today, it turns out that I left my camera lens cap in the room and called them in the morning (about 8+am) to check with frontdesk/housekeeping. I have not gotten a reply yet from them.
Room was good on the second floor, with a view of the CBD area. You can choose either having a view...
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for choosing Hotel Fort Canning to celebrate your Wedding Anniversary.
As we were running full house during the time of your stay, we regret that we were unable to offer you an early check in. We are also sorry that the check in process took slightly longer than usual.
We would like to apologise for the miscommunication on the candlelight dinner which you wanted served in your room and the inconvenience caused to you in getting the pool towel. We have since investigated the service lapses, and the employees involved have been retrained.
As for the camera lens cap, we have done a thorough check; unfortunately we were unable to locate it in the room. I believe my colleague has since informed to you on the findings via a telephone call.
Once again, thank you for sharing your experience with us.
We hope to have another opportunity to be of service to you again in the near future.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.