Families - please take note and read all the negative reviews on this hotel. I read a few of the negative reviews but I disregarded what was written, thinking that other travelers simply had bad luck. I have since found out that it is not bad luck, room problems with this hotel is normal and an everyday occurance.
Anyway, here is my story and if you compare it to the other reviews, it's exactly the same experience! Problems with getting:
(a) the room you booked (& paid for)
(b) getting INTO the room you booked
(c) getting extra beds into the room for your children (even though you had already asked for extra beds when booking)
Ware a family of 4 (2 adults & 2 young children) We had pre-booked and prepaid our 'Executive Room' because the website says it accommodates "up to 2 adults and 2 children' with one king size bed and 2 singles for the kids.
We arrived at night, around 1.30am. The kids were overtired and exhausted as they could not sleep on the plane. We arrive at the front desk and got our room key. We arrive at the room, ready to crash out but notice that there are only 2 single beds in the room and nothing else!
I call downstairs to tell them that I asked for the Executive Room (i.e. 1 King Bed & 2 singles) The idiot replied "Oh, you didn't tell us so we didn't know what you wanted, so we just set up the room with two single beds"
I was furious as I had a print out of what I booked and it specifically said that we were a family of 4 etc.
Anyway, the ditz then fumbled around and said that she would send up an extra two beds asap. [Mind you, the room was very small and they were going to fit another 2 single beds into the room? That means they were planning to put 4 single beds into one room. But, alas, I was tired, and any bed was better than nothing]
So, we started unpacking our suitcases and I tried to get the children to sleep whilst we waited. However, after 20 minutes, still NO extra beds. I call down to the reception again and ask about the whereabouts of my bed. The ditz then says to me "oh, we decided to move you to another room which is already set up with the King sized bed". Then I freak out. We had just unpacked two suitcases full of clothes and now she wants to move us. She could have told me earlier!
So, I go downstairs to speak to the imbiciles face to face. I am very angry by now. Then "Meng" at the front desk sees me approaching and he says in Chinese "oh, here comes a mad crazed woman" Little did Meng know that I know how to speak Chinese! I was FURIOUS. But lucky for him, I held my tongue for fear of being escorted out by security as I am not an unreasonable woman, all I wanted was a bed to sleep in!
So, another girl gives me the key and we move to another room. We arrive and it has one King sized bed and one sofa bed. Oh my God, we are STILL short one bed. I freak out again and go downstairs again to speak with the Duty Manager now. I tell her the problem. She says she will get a
bed to us asap. I return to the room and we wait another 5-10 minutes and the beds arrive, finally we can sleep.
After all this, NO ONE even apologised or even followed up on our check in problems. It is the worst customer service we have ever experienced. Very very disappointing for a 4 star hotel.
The worst part is that this is a constant problem in the hotel. Whilst we were there we met two other families who were also having problems. One Indonesian family had to wait one hour for their room to be ready (check in wass 12.00pm and they arrived at 3.00pm) They were offerred a smoking room which they declined as they booked a non-smoking room. The poor family had to wait all this time and on one even offered a complimentary drink or meal in the adjacent bar/cafe. Not even a sorry was muttered from the Novotel staff.
Another family we met from Spain arrived late afternoon and found out that their room also did not have the requested extra rooms they booked. We all later found out that the hotel does not put in any extra beds until you CHECK IN.
Therefore, you have been warned. If you are checking in during the day, then be aware. If you are checking in late at night, with kids, then please don't stay at the Novotel. There are plenty of other good hotels out there.
May the force be with you.
- Official Description (provided by the hotel):
- Novotel Singapore Clarke Quay combines convenience and comfort in the center of town. This 4-star hotel is the perfect choice for your next business trip or holiday, and is located close to the famous shopping paradise of Orchard Road and the Suntec City Convention Center. Featuring 403 beautifully appointed rooms, plus a Premier Lounge, Novotel Singapore Clarke Quay offers great conference facilities, plus an outdoor swimming pool, a bar, and three restaurants serving local and international cuisine. ... more less
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- Also Known As:
- Novotel Singapore Clarke Quay Hotel Singapore
- Novotel Clarke Quay Singapore
- Singapore Novotel