It’s my first time to be in Singapore. However, I was so regretful that I booked Robertson Quay Hotel. It’s a scam hotel.
YOU SHOULD NEVER BOOK Robertson Quay Hotel!
YOU SHOULD NEVER BOOK Robertson Quay Hotel!
YOU SHOULD NEVER BOOK Robertson Quay Hotel!
Let me tell my story.
I booked Robertson Quay Hotel on Agoda a few days ago. However, when I arrived at the hotel on Dec 30, 2024, the receptionist informed me that the name I used to book the hotel didn’t match the name on my passport. In that case, they have to cancel the booking on Agoda and rebook for me. It will charge me an extra 25 SGD for this new booking. According to the receptionist, this is a discount price of this extra fee. It should be 75 SGD. I didn’t figure out what was wrong until I reviewed the google reviews of this hotel. There are huge numbers of customers who are victims of this weird booking policy.
Comment from Shi Yee two weeks ago
I stayed at this hotel for one night. While the room was comfortable, my experience was overshadowed by the unfriendly attitude of the front desk staff. Upon check-in, the receptionist, Marie (a staff member from Myanmar), questioned my identity even after I presented my ID. I had made the booking through the Hotels.com app, where my profile name is listed as Shirley, which doesn’t exactly match my ID. However, I had the confirmation email to prove my booking.
Marie explained that the booking needed to be under the exact name on my ID, but this requirement wasn’t mentioned anywhere on the Hotels.com app. Her tone and behavior were unnecessarily rude and unprofessional, making me feel as though I was going through immigration rather than checking into a hotel.
This lack of basic customer service significantly affected my staycation, and I left disappointed with the overall experience.
Comment from Wu on 6 Nov, 2024
This hotel is by far the worst and most terrible experience I’ve encountered. They declined my check-in simply because the name on my passport didn’t exactly match the booking name, despite my providing clear proof that the booking was under my own account. I have booked numerous hotels and accommodations before, and this is the first time I’ve faced such an absurd issue. They claim it’s due to a “policy” of the hotel, yet this so-called “policy” is neither stated nor referenced anywhere in the booking process. To make matters worse, the booking indicated that payment would only be processed upon successful check-in, yet they held my funds for several days and then deducted the amount, even though they denied my check-in. If you’re considering staying at this hotel, believe me — it would be preferable to stay on the streets than to deal with this level of unprofessionalism.
Comment from Thư Vũ Nguyễn Anh 4 month ago
Totally a scam! Trying to ask for additional money when check in . The hotel has failed to proceed with our check-in due to a conflict over a mismatch in my given name (as per ID) and booking name (as per English name together with my Family Name).
The reasons of my frustration pertaining to this was that full payment were already made prior to the stay. Even then, I offered to show other supporting materials to identify myself. And yet, neither any compensation nor rectification were provided by the hotel management after learning about my case. Also, I have various bookings with different Singapore hotels using my English Name and no issue on that. Such occurrences are inherently unjustifiable.
Not recommend at all for this hotel.
Comment from Chin Chin Tan
If there was an option to give ZERO stars, I would have given.
Firstly, I acknowledge upfront that I made a mistake in the booking for my staff travelling to work. The hotel room was booked under my name and I wasn’t there to check them in. I was elsewhere and the hotel flatly refused to allow them into the rooms even though booking fully paid for and all that.
Secondly, I understand that this can be the policy of the hotel.
However, seeing that the room was fully paid for and my staff were already at the hotel at 9pm at night, I request the hotel for a way/help to make it so that they are able to check in. I even offered to pay any penalty or late fees to make the changes happen just so they have a room for the night BUT the hotel told me, that, they were not able to do so because, their reservation department only operates from 8am to 5pm and the hotel reception was unable to do so. I had to wait until next morning.
What on Earth hotel is this? What is the point of your hotel reception? To act like dummies and do what? They weren’t able to help and to be honest, not a tad bit interested to assist. It is almost saying, “Well, who asked you to make the mistake?”
Absolutely horrible and if you want to take my advice because I travel every weekend and our company booked hundreds of hotels a year for our staff, STAY AWAY from this hotel!!!
Comment from Kim Yui Min 5 month ago
Not recommended.. Totally a scam!
I have brought this up to CASE, others who are victims please do so as well. The hotel has failed to proceed with our check-in for the period of stay from 25Jul24 to 29Jul24, due to a conflict over a mismatch in my given name (as per ID) and booking name (as per English name together with my Family Name). The reasons of my frustration pertaining to this was that full payment were already made prior to the stay. Even then, I offered to show my banking details and other supporting materials to identify myself. And yet, neither any compensation nor rectification were provided by the hotel management after learning about my case. Also, I have various bookings with different Singapore hotels using my English Name and no issue on that. Such occurrences are inherently unjustifiable.
Comment from Thủy Tiên Vũ 2 month ago
I was late for the flight so my roommate came in to check in first. However the hotel doesn’t allow my friend to check in, stating that the one who book the room have to be physically present, and charged an admission fee of $75 for my friend to check in.
Comment from Weeps on 28 Nov. 2024
Comment from Evelyn on 24 Nov, 2024
Comment from Clay on 14 Nov, 2024
Since there are too many victims, I kicked off a full investigation against this hotel and the Agoda booking.
Agoda would have promised a high cashback reward for this booking. However, the booking was canceled for an unknown reason after I checked in at the hotel. It’s about 84 USD (114 SGD) cashback rewards, which is a lot of money.
The reservation team of the hotel told me that this booking was automatically canceled by Agoda instead of the hotel. But frankly speaking, I don’t trust this hotel at all. They are somewhat cheating.
Bad service from the hotel
- It doesn’t provide bottled water at all
- The swimming pool is too small and it’s for babies ,not for adults
- Ants in the room
- Very bad Wifi quality. Slow network
