Hotel Fort Canning, Singapore

Enjoyed the experience

Front office staff were excellent

The hotel is located at a very central part of Singapore. We booked 6 nights at a premium room for a staycation. We generally enjoyed our stay. The only negative comment I would make is about the gym towel service. The system is setup in a way that works for the staff but not the guest. The guest are requested to sign in at the gym on the 3rd floor then walk out of the gym and go down one level to a counter to collect a towel. We did not eat in the main restaurant as the lighting seems to remind me of an army canteen

Really terrible experience. When we elected to not let the hotel charge our credit card a security deposit, and instead pay for everything up front, they treated us like criminals and even raided the mini bar in front of us after check-in (the staff were stuffing items in spare pockets), in case we stole some of their peanuts, I presume. I complained and they apologised and sent up a fruit basket but nothing changed. Sometimes they would let us sign for room service, other times someone was sent to knock on our door and ask us to pay for whatever we ordered up front. They also phoned us chasing payment even though we had tried to pay in cash, but the staffer told us to sign. Very frustrating. I complained about their inconsistency and badgering of us, suggested they waive one of our breakfasts as a goodwill gesture, but they just issued a scripted speech “about understanding where we are coming from if we could just give them a minute to explain where they were coming from.” I wasn’t interested in hearing their side of the story; we are the customers. A classic case of no idea how to deliver great customer service or rectify a problem quickly and satisfactorily when things go wrong.

Great location and great food.