Oasia Hotel Downtown — Attraction in Singapore

Tldr: Bad SOP, bad user experience. Only good part is looks nice and lots of perks (for club rooms).

Personal experience: Below avg. It's the little things. From booking to stay, there's much improvement to be desired.

Booking: At the end of the booking there is NO details page that displays what you are paying for (can't check if you input anything wrong). Pressing back to check kills the entire process and have to restart from the beginning. Checked everything from dates to personal info but after paying, it was only for 1 guest and told I have to pay extra for another pax. (Details page only after paying)

Registration: The club room allowed guaranteed early check in (10am) OR late check out (4pm). I didn't see anywhere to indicate this, so I put in special request. But to be safe we decided to go early in case they placed us as early check-in. We found out that we couldn't register until 11am because their counter only opens at 11am. (What if I wanted early check in at 10am?!) We chose late check out. The counter is tiny. They have only 2 counters for lvl 12, and 1 on club level (lvl 21) which sometimes isnt manned. We queued for quite a while.

Unclear information: When we checked in, the staff explained some benefits we had, like complimentary laundry services. There was little info online about all this. Online says 24h room service and in-room dining (but this is false). When we went into the room, we couldn't find the in room dining menu, found an extremely pixilated one on the TV. Couldn't read anything so we went downstairs to ask after a swim. Found out that in room dining ends at 10pm (NOT 24H). It was already 9pm by then and we rushed to decide. Called around 920pm but found that they already passed last order when it isnt 930 yet?! We had to head outside to find dinner. Most places were closed by then. Anyway, the next day some staff knocked on our rooms to update the TV. The dining menu isn't pixilated anymore. Font is readable after that, but tiny.

Anyway, decided to confirm with the staff we had complimentary laundry services which they confirmed and taught us how to use the form. So we decided to try it out. Horrified to find out when we checked out that we incurred $20 laundry?! They pulled out the welcome note to tell us that we were informed only 2 pieces of laundry were complimentary. So our laundry for 2 people had exceeded the 2 pieces! Too bad for us who got excited about free stuff but didn't read that piece of welcome note.

Anyway for the review of the hotel: Pros: Ambience is great. Good room view. The swimming pool for "club rooms" is great. Lots of perks, like head massage etc. The lounge for club is great as well. Snacks and drinks all day around, we dont drink but seems to have free cocktails and alcohol. Staff always tries to be helpful when asked. Room service is good - they replace all the disposable items and pack up the room well.

Cons: The swimming pool for normal rooms... is atrocious with leaves floating around, shallow and metal structures blocking view. One lift is always down during our entire stay - 2 lifts left so not a big issue. Lift card tapping is inconsistent where the first lift is on the right, whereas the 2nd on the left. (Need to take 2 lifts to reach the room). Rain shower is weak and small. No complimentary plain water provided on the grounds of saving the earth (plastics). They provide empty glass bottles for you to fill yourself with drinkable tap water and soft drinks for club room. Breakfast spread is average, not a lot of choices but good enough. In room dining food is above average but cost is in the 30s (sgd) per mains. Public shower and toilet beside swimming pool is shared between genders.

Overall: Overall, I do not think it is worth the price, but this hotel is located in central, which is prolly a good location. Also can consider if you like nice view, or perks like free alcohol, free refreshments and free 10...

I checked-in with my family to celebrate Father's Day and our Wedding Anniversary as stated in our request. As I was informed that baby tub and cot are available upon request, we also stated in our booking notes to include a baby tub in our room. During check-in, My wife also asked your Front Desk staff about the breakfast timing which she kindly shared.

Upon settling down in the room, we realised that the baby tub was not given. As we were out the entire day and only came back to the hotel at night, I requested for the baby tub, as well as a baby pillow and blanket without the cot as our baby would be sharing the bed with us. However, the Front Desk staff told me that the baby pillow and blanket were not possible. We were left puzzled as we thought they could have just give us the pillow and blanket without the entire cot. The entire night, our baby slept badly without a light blanket and the normal blanket was too heavy for him.

The next day, we went down to The Marmalade Pantry for breakfast. After informing our room number, to our horror, the restaurant staff told us that our room does not come with breakfast and we could instead pay for it if we wanted to eat. We were appalled as our package did include breakfast. We even checked the reservation confirmation details which stated that there was breakfast included, and we showed it to the restaurant staff. The staff then called the Front Desk to double confirm, and to our horror, the Front Desk staff informed them that our room did not come with breakfast. At that point, we were already trying to maintain our cool as we were just two persons wanting to fill our stomachs ASAP before our baby boy got cranky and wanted to sleep more due to the bad night's sleep. I could not believe my wife had to make a trip back up to the Front Desk (level 12) to speak to the staff just so we could have breakfast. My wife spoke to the staff and she did a check, and maintained that our stay did not come with breakfast. My wife eventually had to prove it with the confirmation email, before she apologised and finally told her that our stay indeed had breakfast included. Thereafter, my wife had to head back down which by then our baby boy was starting to fuss and we had to rush through our breakfast which could have easily been enjoyed if not for the unbelievable mistake. After the bad experience from breakfast, we were so exhausted mentally and physically.

Here comes the time to check-out. We were greeted by the kind staff and my wife asked about the $100 voucher which we think we are supposedly entitled to as my wife booked the stay via Far East website and we came within the stay period. However, the staff told her that we’re not entitled to it, as the $100 voucher would have been used to offset my current stay if I'm eligible. We understood to the best of our knowledge that it was not the case as the website states that we would be given the voucher for use on our next booking. However, she was already too tired to seek clarification after the entire disappointing stay and we just wanted to leave and go home.

We actually had a stay at Oasia Downtown years back during the opening. We booked a club room but due to the hotel being new that time, some club services were not running full fledged and we were only informed upon check in hence those were some shortcomings. We decided to revisit this time, hoping to enjoy even though we couldn't book the club room due to our baby being too young to be allowed on the club floor. In our past stays with Far East Hospitality properties, the hotels would also give a kind surprise as we always stayed to celebrate occasions but not this time. I don't think we are difficult guests to begin with. We left the hotel with many shocks and disbelief, feeling much worse instead of being rejuvenated. This is definitely not the Far East experience that we had enjoyed. Do reconsider if you are thinking to...

Very disappointed stay at Oasia Hotel - I’ve indicated this is for a anniversary celebration so this has fallen really short of our expectations. When we checked in at 12pm, good that room was alr available. Btw we were being asked at the lobby if we are checking into “a normal room or club room” - didn’t really understand why there was a difference for making the point so strongly but later realized club room guests are more “atas” and the lift went up to level 21 directly 🙄. Ok… Checked into our room and Realized it had a very strong cigarette smell when we entered, and we requested to change. Staff came up to “verify” if there was indeed a smoke smell and thereafter agreed to change our room. We were brought to another room (one level higher but same unit) - the whole changing of room and settling in took about 1 hour. In exchange, we were given a complimentary check out at 2pm and $50 voucher at the Marmalade Pantry. It kinda spoiled our mood alr but we decided to drop it since the staff tried in service recovery. Housekeeping mgr still assured us that she will ensure new room is all ok before letting us check in. Btw the new room given didn’t have carpet under the bed and there were some missing facilities. We only realized at evening that our TV did not have the screen mirroring function (old room has this function). We called and the staff came to check on the TV. Later came back again to replace our TV. I was very upset by that time because we wasted time again with all these changes/ moving around! It was very troublesome to have to always go down to L12 first before taking another lift to L1. Too bad we are not club room guests who had direct lifts to L1. No basic cutlery in the room at all. Only one type of coffee/tea given. Really quite disappointing for this price paid. We put a make up room sign on our second day. Went out for close to 3 hours and room was not made up when we returned. Later, we went out in evening and room was made up but toiletries not replaced (after using up some). Sigh… We used the $50 voucher at the marmalade pantry. Food was good but Prices are on the high end. So we still paid $21 after using the voucher (only ordered 2 mains). We also realized the voucher provided was dated 8 Mar and had to be used within 3 months. So it might be a voucher they didn’t want anyway. Using this for service recovery really cheapens the gesture. I rather they just upgrade us to a club room cos it’s not too expensive anyway. Went down for breakfast the 3rd day morning and was told our room indicated only 1 guest. Again 🙄. Then how did we have our breakfast yesterday for 2 pax?! Was it a miscommunication or what? Pool is quite dirty and not well kept. A lot of leaves and even saw bugs in the pool. Gross. Overall, the service recovery done is very poor. Service of the staff is quite terrible for a 4 star hotel. The only saving grace is the location of the hotel which is right next to Tanjong Pagar mrt. Also, do give Cin Cin bar a try because it serves good gin drinks and the service crew there was much better than the hotel staff! This was meant as our anniversary celebration but it has completely ruined our mood. 😢very...