Let's set the record straight

We enjoyed our stay in a Club room but there were so many flaws that I was forced to write to them. Below is the text of the letter I sent. I never received a reply to this letter.

11 August 2004

Customer Services Manager

Raffles the Plaza Hotel

80 Bras Basah Road

Singapore 189560

Dear Sir or Madam,

We recently stayed at your Hotel on the Club Floor from July 8 to July 12. While, overall, this was an enjoyable experience a number of incidents/flaws lead me to write this letter. I trust by doing so you will strive to improve service where possible.

1I made my online booking after asking several questions which were answered promptly via email. When I made the booking for a PREMIER Executive Club Room my confirmation came back as just an Executive Club Room, ie without the PREMIER. I emailed back to confirm I had a PREMIER room but no reply. I sent another email 2 days later - still no reply. In the end when I checked in I did get the PREMIER room but some response to the 2 emails would have been a greater comfort.

2After making the booking I made a reservation for the buffet lunch at Prego Restaurant. An email came back indicating that a buffet was not available at the restaurant but other options were provided and that I should confirm that this was OK. I replied indicating that this was OK and to confirm the booking. When we arrived at the restaurant the booking had not been made.

3Upon check-in I was asked if I would require a late check out. I responded in the positive and the staff member confirmed a 4.30pm check out for 12 July, 2004. More on this later.

4While enjoying the Club Lounge we noticed other hotel guests taking food to their rooms. I did this a few times to take food to my children. On our 2nd evening as I was doing this I was accosted by a staff member who berated me for this action and explained that food taken to the room must be done by a staff member. Fair enough I can see the logic in this. My concern is the manner in which I was told and the subsequent treatment I received from the staff member in question which made every subsequent trip to the Club an awkward one. This staff member never engaged in conversation with myself or my wife despite doing so in a most convivial and friendly manner with all other guests.

5On Saturday night (in fact on Sunday morning, at 1 am on the 11th of July) we were awoken by a fire alarm telling us to proceed to 3 floors below. We dutifully obeyed this command and met other guests (a very small number, actually) in the lobby 3 floors below. We waited here several minutes expecting directions form staff or some form of communication. None was forthcoming. One guest rang reception who informed us this was a false alarm and that we should return to our rooms. It was a good thing the guest made the call. We received no explanation of this incident nor an apology.

6On our final day we went shopping and maximized the late check out we had been promised. Upon returning we received a phone call indicating that we had overstayed the check out time, even though it was only 2.30pm and we had been promised a 4.30 check out.

On the positive side, most staff in the Club Lounge were excellent, doormen were welcoming and friendly, the manager of Prego was charming, the gym facilities on the club floor were a nice touch and the room itself was wonderful.

Should you care to respond I can be reached at:

Luxury but no atmosphere

Stayed here for a few nights before taking a cruise. Were on the Executive floor - the free drinks and nibbles in the lounge were fantastic. Room had a view over Raffles itself. Very good shopping centre attached to the hotel and Chjimes just over the road is well worth a visit [especially Mai Thai for very reasonable pashminas and gifts]. The Italian restaurant attached to the hotel is very expensive [and my pizza was very disappointing]. Buffet breakfasts are huge and very good. Only down side is there doesn't seem to be any 'heart' to the hotel, no bar - so you are forced to sit in the Exec lounge as the only place to drink! Oh well - it's free!!!!

Great location, great hotel

Just come back home from an 8 night stay at Raffles the Plaza and I didnt want to leave! We stayed in an executive suite on the 23rd floor and paying the little bit extra for the executive room was definitely worth it. Breakfasts were always fresh and diverse, use of the lounge area during the day for complimetary light snacks and drinks and then during the evening there is free alcohol as well as snacks and deserts.

The south tower would have the better views facing the city though the north tower isnt without its good views either. Rooms and bathroom are very clean and spacious and staff always helpful and polite.

On the 6th floor of the hotel is the Amrita Spa which is worth a look if you feel like pamering yourself with a massage, facial or just a relaxing spa.

The hotel is very central to all the attractions like the boat quay and orchard road and nothing is too far to get to. Pool area is large and has a resort feel.

Would definitley recommend this hotel and look forward to staying there again on my next trip to Singapore.

Excellent

YES!! i didnt want to leave this hotel. i got a great deal on -------, and got a standard room for $107/night including tax and breakfast. it was a steal. great spa, great breakfast, great location, great gym with cardio theater. very nice hotel.

Wonderful Hotel

My wife and I stayed here in March 2004 for ten days and it was wonderful. Try if you can to get an executive room in the south tower as the rooms there have been upgraded, although I believe the rest of the hotel has been going through a facelift. Try also to get a room overlooking the pool or at the far end of the south tower facing downtown - as the outward facing rooms are opposite a huge electronic ad-hoarding on the exhibition centre which flashed through the night (althought the blackout curtains are certainly effective!) The rooms are discreetly but well appointed with Scandanavian furniture. The Bose remote CD/clock/radio sounded great. The TV was huge and slightly dominated the room. The bathroom was fabulous with lots of glass and a strong (and huge) raindrop-to-waterfall shower. Room service was good too.

As you might expect the staff are welcoming, astonishingly helpful and friendly. The building itself is built around the excellent Raffles Plaza shopping centre. Here's a tip - there's a supermarket in the centre's lower ground floor (we didn't find it until three days before we came home) and there's a good selection of electronics stores on the top floor. The Raffles Plaza's a separate building from the 'original' Raffles (it's across the road). However you can still shop, eat and drink in the 'traditional' one and charge everything to your room. You MUST make use of the hotel's spa. Plunge pools, sauna, steamroom, beauty treatments and massages - it's fantastic value for money and adds to the luxury. The adjoining restaurants we tried were excellent and very good value, except for the Italian one on the ground floor which seemed a little over-priced and had slightly sluggish service. Relatives went to stay in August 2004 on our recommendation and came back raving about it.

Great hotel, great location

Stayed here September 2004. I have stayed in the sister hotel the Stamford, but Raffles the plaza is in a whole different class.

Make sure you book a premier deluxe room in the refurbished south tower. The bed was huge and very comfortable with duvet. The bathroom was amazing. It had a huge separate bath and a walk in shower with raindrop head. The toiletries were from Aveda and a good size. It also had a lovely see thru glass basin.

The rooms were very quiet and comfortable. The breakfast was good but a little overpriced. I would recommed the new asia bar in the equinox complex for its views and good happy hour. The hotel is also very handy for the MRT and Chijmes which is just across the road.

I will definately stay here next time I am in singapore.

Expected more!

We (Family) stayed in a Deluxe room. The staff were very friendly and helpful. It seems there are much better rooms than the standard Deluxe for not much more. Had we known we would have upgraded. The hotel is integrated with Raffles City Shopping complex which includes food courts, restaurants and lots and lots of shops. Lots of space in the foyers and around the entire hotel. Swimming pool, buffet breakfast, tennis court, spas etc. Has pretty much all a family needs. $5S to Chinatown, $5S to Little India, $5S to Orchard Rd by taxi. Easy and economical access to lots of places. Would stay again but ask for a room upgrade.

Low key luxury

My husband and I have twice stayed at this hotel this year.First in February and again in August.

I can't imagine there is a better hotel in Singapore in this price range.

Raffles the Plaza is superbly located. Raffles City is part of the complex,CHIJMES is nearby for great restaurants and bars and the iconic Raffles is over the road. Many other interesting areas such as Little India,Fort Canning,Arab Street and the stunning Asian Civilisations Museum (Empress Place) are within easy walking distance.

The hotel staff are friendly,efficient and courteous without ever being intrusive or obsequious.Special mention must be given to Mr Jalil Ghani and his protege,Kelvin, from the Club Lounge - these two outstanding professionals no doubt contribute to attracting repeat clientele to the hotel.

The rooms are well designed and the addition of a balcony (not common in Singapore) conrtibutes to the feeling of space and airiness.The bathrooms are to die for and the enormous bed is the most comfortable I've ever slept in.

Pamper yourself by staying in a Club room. This entitles you to breakfast in the Club Lounge - a haven of calm in which to start your day. Try the Congee !

I would recomend this hotel to anyone in search of low key luxury and impeccable service. We are already planning our next stay !

Great for Business

I stay at the Raffles Plaze anytime I transit or travel through Singapore. This is one of my favorite places to stay. Location..Location Location. You can't beat being right across from the Raffles Hotel and also since the hotel is inside a shopping mall, it's extra convenient. There are also plenty of restaurants between the mall and the hotel. I have to admit that the rooms are on the smaller side, but they are very "smart rooms.' Also, they have high speed internet access. I definitely recommend the Raffles INC. rooms which is their concierge floor, offering a free breakfast, drinks throughout the day and also other amenities.

This is a great hotel in Singapore.

A good choice

I have stayed at many hotels in Singapore but for a change thought I would try Raffles The Plaza.

The rooms are very nicely furnished with a Lavazza Espresso machine and a Bose CD Radio adding to the ambiance.

The bathroom is exquisite with a 'rain' shower. Plenty of restaurants to choose from and very well located right on top of City Hall underground (MRT) station and lots of shops in Raffles Place.