I booked a Family Suite with a window for two nights, but when we checked in, the staff gave us a room with no window instead. The room only had one pillow per person, and there was no dental kit or even basic amenities provided. To make matters worse, the connecting door to the next room was broken.
We were unable to sleep properly because we were worried about our safety, especially since I was travelling with my wife and daughter. We could also clearly hear voices coming from the adjoining room due to the broken connecting door.
The next day, I requested a room change. Initially, the staff told us the hotel was fully booked and that a room transfer was not possible. However, after I insisted and showed them my booking confirmation, which clearly stated that I had booked a Family Suite with a window, they suddenly managed to find another room.
After transferring, the new room finally matched what I had booked. It had a window, two pillows per person, a dental kit, and all the basic amenities that should have been provided from the start.
Overall, I will not be staying at this hotel again. It is advertised as a 4-star hotel, but it felt more like a budget hotel. Even budget hotels in Singapore provide a much better experience than what we encountered here.
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