I just got back from the SGH a few days ago, and I had a horrible experience.

My plane was delayed out of tokyo, so I wasn't in the hotel until about 1AM. Checkin staff was courteous (I'm not diamond or anything), and sent me up to a room. Key doesn't work. I come back down, they tell me the key should definitely work this time. Go back up. Key doesn't work -- figure out that it's the door, not the key. At checkin, they confirmed with me that I wanted no smoking... I didn't realize it but floor 14 was a smoking floor. That is where the room was -- right by the elevator.

About this time, the bellman comes up with our bags. I tell him our key is not working, he offers to get the problem fixed without us going down again (it's not a short walk at 1AM after the long flight. He calls down, gets a new room assigned, tells us to get the key in the morning. I noticed as we walked down the hall all the ashtrays in the hall, and the increasing smell of smoke. I asked the bellman, and he said "all rooms are like that, just need to send up housekeeping." I waited ten minutes, couldn't deal with the smell in the room, and went back down to get a new room. They were cordial again, gave me new keys (by the way, they had suites available, offered to let me upgrade for $60 a night) for a room on the 7th floor. Get in, get settled, it's past 2AM already now. Get to sleep, and wake up at 7:00 to the clanging dishes from someones room service being taken away. By 7:30 hammering starts in the room nextdoor (at least it sounded that way), and by 8:00 full fledged drilling is going on. I got on the internet, for s$25 for a day, not realizing I wouldn't be in this room long either.

Go downstairs, complain about the noise, they told me they would change my room for me, move my bags etc. while I was out that day. I was already really annoyed, only having 3 days in singapore, and it being a vacation, to have less than 5 hours of sleep is not my idea of fun, and I let them know it. They asked me to sign something letting them move my bags, I told them I might be back around 4, but wasn't sure. I go out, come back around 6:30 or 7:00 before dinner, for a quick rest. They make room keys (they could have made them ahead of time) quickly and send me up to the room, and told me it had just become available and my bags would follow very soon. I wanted to go out to dinner, but I decided to bite my tongue and just wait for the bags. It took 30 minutes for them to come. Bellman was probably the best employee at the place and moved the bags into the bathroom and was very courteous (too bad for him I wasn't in a tipping mood by now). From this point on nothing was unpleasant until checkout day, but certainly nothing was done above and beyond to make me feel comfortable after the discomfort of the first night.

On checkout day we wake up at 4:30 AM for an early flight, get down to the lobby around 5:15, and it takes almost 30 minutes to check out because I won't pay $25 for internet I could only use for an hour since I had to switch rooms again. The guy had the nerve to argue with me about it for that long, raised his voice at me (his name was michael by the way), and finally agreed to make it $10 which is the price for an hour of service (Where do these guys get trained on customer service?)


Anyways, it was a free stay on free nights, but the least they could have done is credit back the points for the first night due to the debacle, or maybe make some small gestures like a room upgrade (since they had them available) but instead they yelled at me on checkout. I won't be going back.

Oh yeah, I didn't bother complaining, but in the final room we wound up in, the bathroom door wouldn't close, which meant the closet light was on all night, unless you turned the master switch off, which meant the bed lights wouldn't work from the console. Small annoyance.


So who can I write to at Hyatt to be heard? I didn't have time to do a comment card while I was there.