Hotel Fort Canning

Not my first stay here and have to say I was extremely disappointed this time round. I'm still staying here at the moment and feel so inclined to write this because of the extremely horrible first day we encountered. Our check in was so badly delayed despite being second in queue as there was only 1 staff tending to the registration. We sure thought that was just an unlucky moment for us because the customer before us was making a fuss. We waited for 40mins but let it go because the poor staff was obviously distraught. Later that night about 11pm, we tried to get a bottle opener and was told the entire hotel does not have one because the restuarants was closed? I questioned the reception and lo and behold, they have them and begrudgingly brought it over. But said it's the only one in the whole entire hotel and we need to open the bottle now and return it immediately. Fine, whatever. The worst part was the fire alarm rang twice in a night. Once about 12AM and once at 3AM. There wasn't even any announcement saying it was a false alarm, causing unnecessary panic in customers.

This place is obviously severely understaffed, overworked staff which inturn gave extremely poor service despite the expensive room prices. Compared to my past experience, i will not be coming back again

Suggestions for your hotel to ensure the 5 stars advertised actually match the service:

1. Prioritise the customer, not the business entity.
2. Treat loyal customers with respect and welcome them back, acknowledge them.
3. Man the front desk and phone.
4. Hire more staff, you're obviously overwhelmed.
5. Train your staff in customer care and communication.
6. Interact with customers on a face-to-face basis.
7. Don't threaten customers.
8. Visit a 5 star hotel and learn from how their staff conduct themselves.
9. Consider negotiation and offering alternative solutions rather than just saying no.
10. Don't tell customers that your wages are more important than their grievance.
11. Reconsider your rating and room rate, both are too high for your current level of amenities and service.

When I was a guest last time the manager then (gone now) acknowledged all the issues and said there was lots of work to be done... none of it has been.

None of the issues highlighted on any of the previous reviews have been rectified.... more than 5 months ago these points were raised.

This hotel is operating way below the standard required of a 5 star. The customer care is arrogant and complacent at best.

I have always wanted to give HFC the benefit of the doubt but this is the last straw. I will never stay again.