Singapore's version of "Fawlty Towers".
We arrived here after a lovely four night stay in KL's Hotel Istana, where the staff were very friendly and accomodating. We stayed for four nights in late July and paid SGD300.00/night for a tiny standard room.
We arrived at 4.30pm to check in (check in time is 2pm) and waited 20 minutes in the reception queue. The rude and unapologetic check-in attendant advised us the room was not ready. With two small, tired children, we were very unhappy with this and asked to speak with the manager. By the time the manager made an appearance, 30 minutes had passed. We were offered three glasses of soft drinks for our party of four, and drank these whilst waiting for the room. When we were finally issued a room (and room number), we ordered a snack costing $14.00.
We went to to the room which was small and pokey, with barely enough room to walk around the bed. We took the toddlers to the pool, which was nice (although I have never seen such threadbare pool towels before). We were finally enjoying ourselves, when we were accosted by one of the waitstaff, who followed us to the pool to advise us that the check-in attendant had neglected to swipe our credit card (despite being given it) at check-in and requesting us to do this now. Evidently the risk of non-payment of $14.00 was worth invading the privacy and enjoyment of our family and could not wait a moment longer. Furthermore, even after we rectified their mistake by presenting our credit card AGAIN, we then had a problem making local phone calls from the room- we were informed by front reception that the reason for this was non-payment of deposit (sigh). Two more phone calls and this was finally resolved.
After such a negative start we found ourselves becoming frustrated with things that we would normally overlook, such as:
The TV remote control didn't work, meaning a call to maintenance to have it replaced. Then toilet the blocked, so another call to maintenance. The bath plug was broken and therefore the bath was unusable- after so many calls to reception/minatenance/housekeeping already, we were loathe to even bother trying to have the problem rectified. The bathroom overall was outdated with a combined bath/shower and mouldy shower curtain. The bath was small, so it was impossible to bathe without having the grotty shower curtain brushing up against you.
Housekeeping was pretty mediocre- chip crumbs on the floor were still there four days later, and toiletries and towels were inconsistently replaced. I made the mistake of looking under the bed, which looks like it hasn't been vacuumed since the hotel's last renovation.
This hotel is NOT equipped for for children, therefore I would not recommend to anyone with children <12 years old. Then again.. I wouldn't stay here again without my children either.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
September 10, 2013
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We value your feedback and we apologise for the untoward experiences during your stay with us. Please rest assured of our efforts in ensuring that our valued guests received the highest hospitality standards with minimal disruptions to their stay. Kindly allow us to investigate and we will revert this with you personally. Please write to us as we wish to restore your confidence.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.