Genting Hotel Jurong — Hotel in Jurong East

Dear Hotel Management,I am writing to express our dissatisfaction with the service we received during our stay at your hotel from 17th June 2023 to 19th June 2023. When we arrived on 17th June as a couple, we had specifically booked a room with a big bed, preferably a queen size. However, upon our arrival, the lobby counter staff, Ms. Jay, was evasive and informed us that the availability of a queen or king size bed was uncertain, stating that it was "subjected to availability". This was surprising as we had made the booking on 23rd May and explicitly requested a queen size bed through an email acknowledged by RWS Hotel Singapore.We were standing right in front of Ms. Jay during the check-in process, with a computer system in front of her. Despite this, she still insisted that our request for a queen size or big bed was uncertain. The purpose of having a computer system is unclear if it cannot provide immediate answers. Moreover, we found it unreasonable when Ms. Jay suggested that we could be provided with two single beds that could be pushed together. Sleeping with a line dividing two beds is far from comfortable.Eventually, Room 330 with a queen bed was assigned to us. However, it is bewildering why it suddenly became available after being repeatedly told that it was subject to availability during our conversation for the past 15 minutes. I would like to bring attention to the slow working speed and inefficient handling of the situation by Ms. Jay. Her performance needs improvement.Furthermore, in the evening, we planned to visit Sentosa and arrived downstairs at 6:30 PM to catch the 6:45 PM shuttle bus, which arrived on time. We were in the queue, ready to board. To our surprise, a hotel staff member immediately informed us that we were not allowed to board the bus because we didn't have the paper holder for our key card. This came as a shock.It is important to note that there was no prior mention or reminder anywhere about the requirement to bring the hotel room paper holder for the complimentary shuttle bus to Sentosa. I strongly believe that this is not the first time such a situation has occurred. Why didn't the hotel staff member stationed at the bus waiting area, who had seen us since 6:30 PM, simply remind us before the bus arrived? I had to rush to the counter to obtain a paper card holder, which involved verification of my ID and room number. This inconvenience could have been avoided. The staff member at the entrance could have provided assistance or, if there were any doubts, allowed my pregnant wife to board the nearly empty bus first and verified the details verbally with the counter staff or escorted me to the counter. A simple verification by her could have easily confirmed that we were hotel guests.Lastly, I would like to mention that torn towels should be disposed of and not provided to hotel guests.I sincerely hope that you will address these issues and take our feedback seriously into consideration. We eagerly await your...

Very poor experience, only here for a day and I already want to leave. I had a far better, more comfortable experience on a 3 star budget hotel than this extravagant 4 star one.

Upon arrival, we were carrying 2 large luggages and 2 large bags, only 1 guy was helpful to us by the lobby entrance helping us load the luggage on the trolley. We push the trolley ourselves and went to check-in, when my mother ask the reception guy if there was anyone who could help us with the trolley to our room, he said no. So that's one strike for me.

Upon arrival of said room, it was okay. Nothing to wow about, nice view from the window but nothing else going for it being quite a small room. Also no bottled water in an effort to "go-green" which, I'm skeptical about, but that's my personal opinion. Meanwhile, the budget hotel I went to previously provided 2 bottles a day. Strike 2 for the no bottled water provided.

And then the TV, tried to watch something, the remote control didn't work, called in for service, the guy came in to fix it, worked for awhile. And then stopped working again (can't switch on the TV). So I'm forced to watch nothing when I'm awake, and since I was awake late nights I didn't want to bother the neighbours (thin walls, see) by calling service in again. On top of those earlier strikes, this was just the tip of the iceberg.

Staff here is also on another level, while there were a few friendly faces who greets you, alot of the reception staff on the ground look really unhappy and felt very unapproachable. Like god forbid anyone could crack a smile, such a tense atmosphere for a bunch of people in floral dress shirts.

Also lastly, location. In my opinion its terrible, you can get to jcube and Westgate yes, but it takes like at least 12-15 minutes to walk there. If you are looking for a quick bite nearby, you're out of luck cause the only food place available is the cafe downstairs, and hell, its not cheap,even for breakfast (around 52 dollars for two people). There's no 7/11,no coffee shops near the vicinity so that was def a big no for me.

Tldr; I've never had such a horrible experience at an expensive hotel, never coming here again.

*edit: found the more affordable chef in the box vending machine in the lobby for quick bites, ordered once and the machine froze and stopped working properly lmao, this...

The room is fine, clear and tidy. Shower is good as hot water come instantly, shampoo and shower gel included and huge mirror as you walk into the room. Generally the room is small but good enough to stay few nights and sufficient light into the room. TV and most of equipments are available. WIFI is provided for free and speed was excellent in the beginning - approximately 30mb download, 50mb upload at the time of test but few days after dropped to 1MB download and 2MB upload. It was difficult to open any streaming website like YouTube. If you are travelling for business, better use your own WIFI to avoid delay in sending larger emails or documents. I am guessing the bandwidth was limited to avoid large file downloads.

Two devices allowed to connect at a time. However, there is pay package option which I haven't tried.

Room design is simple to maximise the space and comfort. Aircon is adequately designed to give you a good night sleep.

Smoke free policy in the room which is good for families.

This hotel is well located near 4 shopping centres and MRT station which is the main reason why it's chosen. Easily find local or international food as you walk over the bridge which open till 9pm.

My company didn't fax the payment details soon enough so I had to paid some deposit and door card will only last five days. After I have confirmed from the hotel staff, they have received the payment details, I was told hey will refund my deposit. Three days after, found door card didn't function. Only then realised, they charged the company but didn't refund the deposit or extended the door card. Issue was resolved as soon as I visited the hotel stuff, no apology was received. I could be locked out of my room for a night if returned late.

Counter staff wasn't as friendly as I would have hoped but gets the job done if you are specific and don't assume.

Room cleaner was very friendly and with big smile on his face which is rare as I sometimes stay 6months in different hotels.

Overall I would recommend this hotel to others and would return if needed.

Note. Refund will take minimum of two weeks. Not sure why but I guess...