We booked this hotel as a mystery deal on expedia.com. The rate was $AUD216 for one night in August 2013. We were coming back to Australia from Thailand, via Singapore, thought this hotel would be nice for the last night of our fabulous Thailand holiday. WRONG. Should have realised when I called from Bangkok to advise them we would be checking in very late, close to midnight because of a late flight. I had to call 4 times, because each time the front desk would not answer the phone. The switchboard operator was less than friendly with each call.
We arrived after midnight as the flight was late. We asked for a late checkout the next day as our flight to Australia was not leaving until 10.30pm. We were told we could only get a late check out if we paid a half day. We agreed, thinking half of $216 is $108 so we would do that so we could have the room until 6pm. The clerk did not quote the rate. Off we went to our below average room for a 5 star hotel. What a joke. The room was tired and small. Just scraping 4 star. View of a shopping mall. Not very nice. At least the bed was comfortable and the shower stayed hot. Glad we were not thirsty, a soft drink from the mini bar was $SGD8.00!! Rip off!!!
Fast forward to check out at 5.45pm next day - clerk prints an invoice and charges us $SGD235 for the extra 6 hours in the room!! MORE THAN OUR ROOM RATE. When questioned we are told the rack rate is $400 so we are charged half that plus taxes. WHAT A RIP OFF. No one said we would have to pay rack rate at check in. No amount of discussion would change this rude woman's mind, she would not call the manager either. We left absolutely horrified that we had stayed in this basic hotel for less than 24 hours and been ripped off for $451.
Once back in Australia, I contacted Intercontinental and expressed my dissatisfaction with this situation. A very nice person from the UK replied as follows: "Thank you for contacting us about your stay at the InterContinental Singapore. I apologize that you were overcharged for your stay. I can understand how inconvenient this would be. Since billing is handled directly at the hotel, I have forwarded this request to management. They will be in touch with you within 48 hours.
Once again, we appreciate you taking the time to share your comments with us and do hope your next stay will live up to the standards you have come to expect when staying at one of our properties."
This led me to believe they understood the mistake and would issue a credit - I mean, she said I was overcharged! NOT SO. Please read the response I then received from the arrogant manager, Jana Kwasnik in Singapore:
"Thank you very much for choosing to stay at InterContinental Singapore during your recent visit.
Thank you for sharing your experience with us. I very much apologize for our team members who were not able to communicate with you clearly in regards to the late check out policy. As much as we value our guest, we do not double sell the rooms if we have late arrivals or early arrivals in case there maybe a change in our guests' plans.
Therefore, we offer a Half Day charge for late check outs till 6 pm and a Full Day charge anytime after 6 pm based on the rate we have available on the day itself. The rate you were offered by Expedia was a special promotional rate at the time you booked.
Nevertheless, I believe your frustration and dissatisfaction came across due to the miscommunication by our staff not about the rate. We sincerely apologize and hope to welcome you back in the near future. It would be a pleasure to personally look after your reservation.
Please do not hesitate to contact me if I can be of any further assistance."
WHAT A LOAD OF RUBBISH.
So be warned fellow travellers, get quotes for late check outs in writing. Don't book using external web sites like expedia - the clerk on check out asked if we had booked with a third party web site and when we said yes, the tone changed, we were treated like aliens. AND don't ever stay at the Intercontinental Singapore unless you have money to burn and enjoy being ripped off and spoken to rudely.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear Julie B,
Report response as inappropriate
Thank you for sharing your feedback following your recent visit. I am sorry to hear that your experience at the hotel was below expectations and I understand that you are in contact with our Global Guest Relations team as well as our colleagues at the hotel level with regards to your concern. Once again we apologize for the frustration this has caused as hotel pricing is fluctuating daily.
Director of Rooms
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.