We had a very average stay last time and we decided to try to the StR SIN again and were very, very disappointed.

Check In

We had been upgraded to the Caroline Astor Suite according to the app just before our car arrived and went to check in where there was a large line. There were only two desks open and there was no apology for the wait.

We sat down and the check in agent asked no less than three times "Are you sure you only want a King bed" because we are a same sex couple. I found this offensive and inappropriate for a hotel of this calibre.

It took 25 mins to check us in and it appears she downgraded us to the original room type. When I showed her the screenshot from the app from less than 30 mins prior she said "This is a screenshot it means nothing."

I told her that we were tired after a long flight and am not going to push for an upgrade despite their being availability in the app. I told her we plan to never stay at the StR again in Singapore.

She disappeared out the back with the duty manager for another ten minutes and came back with no alternative room type.

Room

We received the room keys and the duty manager attempted to enter into a dialogue and walk us to the room. I politiely said "Thank you, we're very tired and don't require an escort."

The room was an Executive Deluxe and was fine.

Service

The bellmen arrived with our bags and as they were leaving the Butler turned up. He tried to apologise for the lack of upgrade and insisted on giving us a "room tour." Again, I politely said we're very tired after a long flight and would like to go to sleep and he kept offering us tea or coffee or asking if we wanted turndown. In the end I asked him to leave because he didn't understand we just wanted to shower and go to sleep.

Dining

We ordered a morning Flat White and Mocha and the Butler delivered them within 20 mins.

We had breakfast the next morning which has always been of a high quality. I settled our account after breakfast and informed them we still had a $100USD Virtuoso credit we would use for lunch and wouldn't be checking out until 2:30 (which they knew because we booked the Bentley).

We chose to order room service for lunch and the Butler delivered it with a bill and said "You have to pay via credit card or cash because you have finalised your bill." I wasn't going to bother explaining the Virtuoso credit to him so I called the duty manager who was unavailable. So instead I explained it to the operator. This just added insult to injury for what was already a pretty poor stay.

Although we had planned to skip front desk on leaving I physically checked out because I didn't have faith they would apply the F&B credit. 

Transfer

We always book the Bentley one way when we stay here and it was the best aspect of the stay. Sadley, Henry has passed away, however the driver was delightful and looked after us. The car is truly luxurious and a great way to arrive or depart. Oddly it's cheaper than the S Class option, perhaps because they are outsourced?

Curiously, this time we weren't passed over the any StR airport reps, however we can manage ourselves.

Overall

Overall, we will never stay here again. The hard product is great but the service is terrible. I remember on our last stay the Concierge gave incorrect information and the staff here don't try to resolve issues with guests, they just give excuses.

It was only a night, but next time we'll stay at the Ritz Carlton.