Holiday Inn Express Serangoon, an IHG Hotel

My wife and I stayed at the Pinnacle hotel, Singapore from 22nd may to 23rd May 2017. The king-sized one bed room we booked looked very good. The room was not specious and the bathroom was also does not look clean and new.

We stayed happily until about 1:30 a.m. the next day, when I went to the bed to sleep and found a bug running down my shoulder. When I check the bedding and found a dozen (yes, a dozen) bed bugs on bed. Some were under my pillow. We quickly killed them and found each of them with fresh blood, not sure it is our blood or their blood. We called the operator who came to the room immediately with other room key; there was no apology from him rather he was busy with taking photos of dead bedbugs on the bed.

After about 15 minutes, we moved our entire luggage to other room which was offered to us by him; since there was only one person at the reception and he did not have any support from any other department (WOW). After shifting our luggage I again went to reception to seek number or email of the higher management same was refused by the agent mentioning that “We are not allowed to share the details”. You can imagine if any guest is facing any problem then he cannot discuss anything with the higher management(General Manager) unless they would like to discuss with you. I asked if the manager can meet us in the morning to which the reply was “He comes by 0900- 0930 hrs by that if you are in the hotel he will meet you” again a surprise.

Next day since we were on vacation we had our schedule which we cannot break and since the manager was not in the hotel we could not him personally but as a gesture they kept a chocolate box for us which we were not looking at.

Finally till the day of check out the higher management (General Manager)did not bother to make an attempt to meet us although he was very much present in the property, this is the kind of hospitality you can except from a hotel like this.

Very terrible experience for us travelers. Especially its transportation and its location in which located between Lavender MRT Station and Jalan Besar MRT Station.