Part of it is the simple fact that you are in Singapore and rules are rules. If the rules aren't clear then they will be interpreted to suit the company and NOT the customer
There are as many people who have complained about this hotel as there those who have praised it.
I have only had one good experience as a Diamond there, but luckily it was when I had my family with me. Then, I found the Club floor people couldn't help me more.
There is something obviously wrong with the front desk if this keep happening.
I have friends checking in for a week who are expecting marvelous things. I will report back if they have any hassles.