Four Points by Sheraton Singapore, Riverview — Attraction in Singapore

I've spent 2 weeks in contact with multiple representatives across the Marriott brand and it's time to let people know: as someone who has been a Marriott Bonvoy Member since they overtook Sheraton hotels, and a Sheraton SPG member since I was in high school, to say I am dissatisfied in the response from Marriott Bonvoy over my upcoming trip would be a simplification of how disappointed I am in the customer service I have received. At time of booking, I booked a twin room for three people at the Four Points by Sheraton Singapore, Riverview. The room by default has 2 twin (single) beds, and an option for a rollaway for a 3rd person. Because I have travel industry experience, I made sure to email the hotel to ensure that the price of the room I had booked reflected all three people at time of booking.  Instead, I was told by the hotel that the an extra rollaway bed would be charged to me at a rate of $60+ SGD per night at time of check-in. In my experience as a travel agent, it would have been clear at time of booking that to in order to accomodate three people a rollaway bed would be required in a room with two twin beds (particularly since ages of travelers are adult, 16, and 14). And as such, the rollaway would have been included in the total cost at time of booking.

To be clear, my booking was made with Bonvoy Rewards membership points. As per my correspondence with the Four Points by Sheraton Singapore Riverview reservation manager Damien Xie, he showed me a breakdown of what a "normal" reservation would look like, and where the third person in a booking would be charged an additional fee in a twin room AT TIME IF BOOKING.  However, in my case, I am being told that the third person has in fact NOT been included in the total of my booking and that I will subsequently be charged additional fees on arrival.  And I only know that because my experience as a professional taught me to ask, not because I was made aware ahead of time by the hotel. Being that I booked through the Bonvoy Rewards Program, I am beyond dissatisfied that my loyalty has meant so little that my party of three would not have been included at time of booking.

In an attempt to share this experience and hope for a better outcome, I contacted both the Marriott Bonvoy customer service number as well as the Marriott Customer Support team. First, the Marriott Bonvoy specialist told me that the rollaway bed was not included at time of booking for a third person as "We can't assume your wants; maybe you wanted the teens to share a bed". I am willing to understand this may be a cultural difference. But nevertheless they used this as a one reason to justify not budging on charging me extra for a rollaway bed. The other reason was that a rollaway bed added to a twin room was a fire hazard, and therefore they charge money for that. Having had no luck with the Marriott Bonvoy customer service, I tried the Marriott Customer Support team. After being put on hold twice, they told me "we've put in the request for the rollaway for you". And I was sat there thinking "after all of this nobody has even guaranteed the additional bed?!" They then reiterated that I would be charged the $60+ SGD for my fire hazard rollaway on arrival assuming I even get the "requested" additional bed.

I said to the Four Points by Sheraton Singapore Riverview, the Marriott Bonvoy customer service and Marriott Customer Support team that I wanted to be clear that they were willing to lose my future business over approximately $300 SGD for a rollaway bed. All have indicated that this is essentially the hill they are happy to die on.

At this stage I would gladly cancel my reservation except I'm keen to use the majority of the points I have with Marriott at the moment and be done with the brand in the future. If this is how they look after their loyalty members to the Bonvoy program, it is clearly of no importance to keep...

Clean comfy nice view room but there's a lot of flaws on ground. Specifically looking for a hotel room with bathtub for a self retreat and i chance upon this hotel via trip.com and it stated in their promoting platform shows that a premium room does come with bathtub and with a location between level 5 to level 21.Sadly, that is not true. Contacted the hotel general services 4 times in 30min and all they told me the front desk line are engaged and will TRY to link me up. I have to literally touch nothing and just sit at the room sofas to wait for their calls. Its so not efficient coming from a 4 stars rated hotel. Finally manager bella called. Proclaiming there is a miscommunication between the hotel and trip.com. Bathtubs are only available at HIGHER levels. Using words OUT OF GOODWILLS to offer me a room exchange. Why does it turn out that im being blamed for all this? They could have check me out and ask trip.com to refund me. Cause its clearly stated in trip.com pictures that bathtubs are available and their rooms assigned stated between level 5 to 21.how high levels/ room types may i know does this hotel have a bathtub!? During check in, theres only 3 counters in services with super long and not moving ques. I was actually very delighted to see 4 mac desktops with payment machines which can aid us to skip the que to do a self check in.It's a flopped. The system doesn't recognize my booking details and it ask for a full deposit to complete the check in. Frustrating/thankfully, the payment machines are out of services i guess. It doesn't lit up at all. SO, after spending so much time following all the instructions from the self chek in kiosk, i have to abandon the processes and join the long que. Not very efficient. Oh, the rooms are not ready upon check in timing too. I have to wait for 30min. Im quite grateful that the staff did look for me to pass me my room cards.Next, paid for a breakfast buffet at four points eatery. Variety of food choices and quite tasty. Very friendly indian uncle running around in sweats assigning seats for diners. But the dining crowds are horrible. Its so chaotic, as if im standing in a mid of kopitiams.Some diners literally scopping out food from trays out of their plate capacities and end up throwing 50% of it.Half way thru my meal,my personal space was breech. The crowds grew so big that is like out of control. I was approached by a stranger with plates and drinks on his hand to share my table with him. Approached the waitress and was told its fullhouse, they have no choice and i have to accommodate it. So yea, its SUPER uncomfortable. Im not here to get a hawker dining practice. Its just...

My wife and I needed to use a $50 voucher from my credit card's loyalty program on a hotel stay, and I chose this hotel.||We took the MRT and got off at Havelock. If you also end up taking the MRT and exiting at this station, take Exit #4. After you get off the escalator, turn right and then left. Cross the street and the hotel is just a couple hundred feet away.||Check-in went smoothly. Although I'm Titanium, I was only upgraded to a high floor with a river view. I was also told that I wouldn't get free breakfast or points or elite night credits because I had booked through my credit card's loyalty program. ||When we got to our room (#1901), it smelled very musty, as if it had just been sprayed with industrial chemicals. My wife and I are usually pretty tolerant of hotel smells, but this was extremely smelly. We immediately went back downstairs to ask for a room change. The room change went smoothly but it seemed that our second room (#1301) was a bit smaller than the first room we got.||The room is fairly bare, as you might expect from a 4P. We had four bottled waters, some Nespresso capsules and teabags, and that was basically it.||The pool was ok, but the men's changing area had no lockers, only one shower stall and one toilet, and the steam room was not functional. I pushed all sorts of buttons on the steam room's control panel, with no tangible effect. Not even instructions next to the control panel! (And believe me, that control panel needs to come with instructions!) At least the pool is amenable for some laps.||This hotel's saving grace is its location. If you exit the lobby elevator and make two quick rights, you'll walk through the restaurant and be outside. If you cross the walkway bridge in front of you, and then walk along the river, you'll see a bunch of restaurants. Overall, they are pretty good. We had our first day's early dinner at Publico Ristorante. We had our next morning's breakfast at Carrotsticks & Cravings, and then our late lunch before check-out at Tapas 24. All those outings were a tiny bit pricey, but that's what you get in Singapore anyways.||I've had some very good 4P stays elsewhere in the world. Sticking us in the musty room off the bat, is bad enough form in the eyes of Titanium guests (even though status isn't recognized well for the credit card program's booking) that I'm going to give this hotel a less-than-stellar rating. And then add in the dismal steam room situation, a reflection of poor facilities management (i.e. no sign or apology!), and I have to give this hotel a 4/5 bubbles. In spite of its...