I stayed in 2 bedroom premier suite with both my elderly parents for almost a month, from 25 May 2021 to 22 June 2021. Unit number 508-2
I chose this property because it’s near to the hospital where my dad is having his his treatment for the heart problem that he have.
The suites is well furnished, modern, and still feel quite brand new, though a little bit smallish for a 2 bedroom serviced apartment, but no complain in this department.
Lightings is bright, kitchen is well equipped, beds are comfortable.
Security guys and porter are very helpful and recognised us just after a few days of stay.
Price is quite reasonable for the room quality and location.
Now about the Bad things, which make me reluctant to comeback and stay at this property again :
Housekeeping, some of them are very polite, most of the lady are , but some are plain rude. I didn’t take their names but there is 1 male housekeeper who are very impolite. They have a policy the the housekeeping is performed daily until 16:00, because of my dad's health condition he needed an afternoon nap, so sometimes we goes out from the room at about 14:30 - 15:00 to allow the housekeeper to clean up my unit, but several times this 1 male housekeeper will knock on my door for literally every 5 minutes saying “you want your room to be cleaned or not? “ Kinda of forcing us to leave the unit , and all of it before even 15:00 , where it’s stated that the housekeeping is until 16:00. And there are more that a few occasions when we get out from the unit to get the unit cleaned up, I go to the reception before we go out from the hotel, to let them know that we only be out in about 1 hour or so , so please make up the room so that the room will be ready when we get back. But on those few occasions we comeback to the unit only to find out out that our unit is not yet to be cleaned, when I called the receptionist the answer is “sorry we forgot” , certainly this is not acceptable for a 4 star property.
Internet, their internet speed is quite slow compared to other similar properties in the country, and we need to “log in” every single days, It’s become annoying after few days.
Receptionist, this is the thing that bring down their otherwise good image, well at least or me. At first I didn’t planned to stay that long in Singapore, but due to my dad's health problems, the doctor need to do some procedure to him so we extended several times. First time I booked directly from Ascott web page even though the page is buggy and slow, but I have no choice since normally I would book direct to property to get the best available rate and best service. And I also join their so called Ascott Star Rewards membership so that I can have points from my stays and redeemed later on future stays. 1st booking is from 25 May to 1 June , everything are normal as I expected them to be.
2nd booking is from 1 June to 3 June, because we were at the hospital at that time so I can’t
go to the receptionist and book at the property. everything are normal as well.
3rd booking is from 3 June to 6 June, I booked through the reception this time, hoping that I
can get better rate since we were staying for quite a few days already, but the receptionist says
there are no differences in price between online and direct booking in the reception, so in the
end I book through the receptionist since I told you their web are laggy and slow.
4th booking is from 6 June to 20 June, like the 3rd booking, I go to the receptionist because of
the web page issues and is more convenience for me to go down to the receptionist and pay
with my cards then to go to the web afraid to click wrong date and such. Everything are normal.
5th booking is from 20 June to 22 June, this is where everything makes me really disappointed.
I called the receptionist again on the 20 June to extend my stay to 22 June, and this time I want
to redeemed the point that I already accumulated from the 1st to 4th booking, to my surprised I
was told that I can’t redeemed my points for stay if I book through the receptionist , points can
only be redeemed if I book through the web, and another thing that shocked me, the
receptionist says no points will be given if I book from the receptionist !
This shocked me , since on my previous booking through the receptionist they didn’t explain
this to me. And to be honest the price on their web and the receptionist is about the same, so
no extra promotion or anything. So I this time I booked through their laggy web and uses all my
Upon check out I want to clarify somethings with the receptionist , why I didn’t get the points for
my 4th booking ? She said it’s because I booked through the receptionist not the web. But my
3rd booking which I booked through the receptionist , I do get point for that stays. And also no
one ever told me that booking directly from the receptionist will not give me points. The lady just
says “ya, ya, ya” I was very upset and ask to meet the manager or something, or someone who
can give me explanation other than “ya, ya, ya” So this Mr Nasrul who is Supervisor as it stated
in his name card that he gave me come over and promised me to investigate this matter and
escalate this to his manager, he promised me to contact me in a few days.
After a few days, Mr Nasrul haven't contacted me yet so I send him a message asking about what is the solution form the manager, he replied saying that he checked with the staff and saying to me that the staff did explain to me that I wouldn't get points if I booked direct from receptionist .
And I told him that’s not the case, if I know about it I will use the laggy web booking, 14 days stays will give me some points and upgrade my membership status. Why on earth I want to book from the receptionist if I will not be granted those points ? And also why my 3rd booking that I booked through the receptionist generate me some points ? Mr Nasrul replied again saying that he will raise this with the manager, (isn’t this what you promised me since I checked out? )
And today, 1 week later , I have not received any message nor email from Mr. Nasrul.
So overall, 4 star Property, 1 star service.
Some inputs to the management , please train some of your staff for a basic courtesy and product knowledge before letting them to handle the clients.
Sorry for the long rant, but I truly disappointed with the handling of the situation, because I feel that I deserve to get my points accredited to my account.