M Hotel Singapore City Centre — Hotel in Singapore

The location is fine and with a beautiful view of the city. The rooms were awesome and it’s worth every penny. Originally, we’re supposed to have a standard twin room but we got a room with a queen size bed I guess and with an elegant office desk. Feels like you’re an executive 😂The room is really spacious unlike in other hotels in the city. Since we’re in a hurry to go to the stadium, we did not bother to ask for a change of room. Thankfully, I was able to sleep though I’m not used to share a bed with another person. While waiting for our keycards, we had to wait in the lobby. There are several spots available but if you want to sit on the couch, you have to order since that spot is strictly for the customers of the cafe. Since we don't want to find another spot we decided to order for a meal instead. The buffet breakfast of the hotel was also satisfying. We only had one minor problem with one of the hotel staff. We got cancelled multiple times in grab since no one likes to go to the stadium that time so most of the drivers cancel our booking so we asked for help in front desk to book a taxi/cab for us. The Singaporean guy was kind enough to do it for us but when the Indian staff saw my friend’s phone with a grab booking and started to tell us that if we do not take the cab, they will be charged 4 SGD so my friend asked them if the cab is nearby so she can cancel the grab but they did not answer her question instead they kept on circling about the charge of 4 SGD so my friend told them that whichever comes first, we will take since we got cancelled multiple times and was waiting to get a booking for more than 15 minutes then the Indian staff took the phone from the Singaporean staff and clicked something and then returned the phone to the Singaporean guy and I noticed that he was shocked so when we asked where is the cab. The Singaporean guy apologized to us and said “it was cancelled”. Then the grab car that my friend book is not moving in the maps at all so we’re afraid that the driver will also cancel it. So my friend reiterated the reason why we asked for a cab then this Indian staff kept on cutting my friend and was asked to listen to him which I find rude for a hotel staff so my friend told them to get us a cab, the 4 SGD can be paid by her if ever that the grab comes first before the cab booked by the hotel. The annoying thing here is that Indian staff decided on his own to cancel the first booking without asking us first as if that we couldn’t pay the penalty. What matters to us that time was to arrive at the stadium before 3:30PM since we have things to do but because of what happened we got delayed for 45 minutes. Imagine at 3PM we are booking via grab and was cancelled multiple times so we asked the hotel staff to call a cab for us at 3:15PM and then because of that staff who cancelled the cab without asking us we ended waiting for another 40 minutes just to get a cab going to the stadium. Good thing the hotel is just ten minutes drive to the stadium but our arrival time was pushed back because of the traffic and the rain. Because of what happened, we arrived past 4PM which leave us no time to do other things in the venue. We did not bother to report the incident since we do not have the time and energy to do so. They also have an express check out. Since we have a flight to catch going to Malaysia the next day, we decided to do an express check-out instead. However, I hope with this review, the hotel staff should be trained to be respectful to their guests and let them talk so they would understand the reason and not cut them out while talking. They shouldn’t decide for their guests, they should provide options and let the guest decide what to do. We won’t let it slide if we got late in the concert that day. Imagine preparing and ensuring everything will be smooth on the concert day just to be ruined by some hotel staff who thinks that he made the right decision by cancelling the cab just because he thought we are not willing to pay for 4 SGD. Overall stay in M...

On January , 2025, we checked into M Hotel in downtown Singapore. We booked a twin-bed room for three nights. Due to a flight delay, we arrived at the hotel very late, and the whole family was exhausted.

As soon as we entered the hotel, we noticed a strong musty smell. At first, we didn’t think much of it, assuming it was due to Singapore's humid weather. However, there was no staff to help us with our luggage. We had to manually push open the door while carrying four large international suitcases, each weighing 30kg, as we were transiting through Singapore. The entrance only had stairs and no accessible facilities, which would be very inconvenient for disabled guests.

We quickly completed check-in, thinking we could finally get some rest. However, when we opened the room door, we were completely shocked! The room looked nothing like the photos on the website. There was still a strong musty smell, the window sills were covered in dust, the fabric sofa had an unpleasant odor, and the carpet was old and dirty. At that moment, we wanted to change hotels, but it was already too late, and our two children were extremely tired. We had no choice but to quickly wash up and go to sleep.

One of our children has severe eczema. In the middle of the night, she became unbearably itchy and started coughing non-stop. When we turned on the lights, we saw that her whole body had developed a rash due to a severe allergic reaction. Her face was swollen, and she had difficulty breathing while coughing continuously. We immediately gave her allergy medication and used an asthma inhaler. We had never seen her experience such a severe allergic reaction in a hotel before!

Early the next morning, we informed the front desk that we wanted to check out. However, the staff did not ask for a reason or offer any help. Instead, they simply told us to contact the booking website's customer service. After returning the room keys, we contacted Trip.com to explain our situation. The customer service team was very patient and helped communicate with the hotel. However, M Hotel claimed that we did not officially check out and refused to issue a refund. The hotel manager could have easily checked the security footage to confirm our checkout, but instead, they accused us of lying and refused to handle the situation professionally.

After a long negotiation, M Hotel only agreed to refund one night. Trip.com continued to try and negotiate for a two-night refund, but the hotel insisted on only refunding one night. The way M Hotel handled this situation was completely unprofessional. This was the worst hotel experience we’ve ever had! The price was not cheap—SGD 450 per night—but the hygiene standards were poor, and the staff lacked proper service etiquette. It was truly disappointing!

If you are traveling to Singapore, avoid this hotel at all costs! The price does not match the service. The worst part was seeing our child have such a severe allergic reaction to dust mites. Thankfully, she is fine now. Otherwise, we would have taken this complaint...

Guests Feedback Dear Team at M Hotel What could have made the difference? In the eleventh hour and in the midst of the National Day PHoliday I decided to surprise my family with a staycation - I was very much aware of the price hike and hotel availability, we saw hotels that had some rooms but I chose M hotel specifically because it may be out of the “crowded “ area “ so that my family and I could enjoy a home away from home albeit it for only 1 night but whilst soaking in the NDP spirit. As I have 3 kids of differing ages I had to book 2 rooms for a one night stay. I had 1 room on the 17th floor and another 12. My 17th floor room toilet door was spoilt but we thought since we are staying for one night, we thought it best to just make do. Because I had my youngest with me, we had to request for another bed. The TV was not the best feature of the room as the pixelation was pretty bad The morning of checkout - my wife called the front office 2x but I couldn’t get through , only upon the 3rd did she manage to speak to someone - finally . The request was simple - to ask for a late check out , the lady from the front office in somewhat a tired and apathetic tone and voice said that they can only extend until 12. - which my wife understood. Seeing that my older kids could be waking up very late , I had personally called the front office a little while after my wife and requested the same To my disappointment, the lady said , “‘no sorry cannot , I already extended your other room for 1 hour “ A simple request which was turned down had me frantically calling my children to ensure they get ready , pack and gather at my room.A simple 1 hour extension could have made the difference. Another observation I wanted to feedback on is your front office on the lobby , the young bespectacled lady was on her personal phone and was still holding on to it whilst I was asking her about carpark ticket. This is the first staycation that didn’t allow me to just extend 1 hour even though I had 2 rooms and the first time I had seen a front office employee being on her handphone. It would be good if you could remind the employees especially at the front counter and the most visual of all areas , to put down their gadgets and stand up when you see guests coming - it’s just basic etiquette anyone would expect to see in the hospitality industry. I had hoped for a more memorable staycation but it surely wasn’t. I wanted to come back for the September holidays but after this I’m not sure I will. Mohd Juzaili ...