maybe their staff are not well trained,
i am now staying in swissotel singapore merchant court, accor platinum status well recognized, (room upgrade, lounge access, early and late check out, welcome amenities, welcome drink, and some additional benefit -- 2pcs laundry per day)
the fairmont is just nearby, i can walk in there tomorrow to ask about this. (i have a fairmont booking next month, so this is my concern too)