A LoyaltyLobby reader sent me an email about Platinum Ambassador upgrade failure at the InterContinental Singapore Robertson Quay that was dealt in an appropriate manner and compensation given.
You can access InterContinental Singapore Robertson Quay’s website here.
Here’s the email from the reader:
I booked a club room for New Year’s Eve and later made a separate standard room booking for the next night. At check in(front desk, not club), I asked if could keep my room for the second night, because it’s a pain to move rooms. I said I didn’t care if I couldn’t access the Club on day two. They said they were at near maximum capacity and the suite (referenced in my attached booking confirmation, wasn’t available) I was a bit annoyed as the original booking was for New Year’s Eve and I was expecting the upgrade. On the flip side, when I made the separate booking for the second night (because of a connection change) I just booked the lowest priced room and was hoping to get the lounge anyway.
That all said, I accepted the standard club room offered and stayed in that room for the two nights, with club access.
I raised the check in matter with the club manager and he apologized for the inconvenience, said we could use the Club for the entire stay and offered 10000 points as a sweetener.
I am not one to carry on about things (normally) but I felt that this was a good outcome, a credit to the relevant staff and as a reasonably “new” hotel, good PR.
Finally, whilst the rooms are small, the Club is superb.
One last thing, I just noticed that the “upgrade” offered was to a room of the same size, so apart from the river, I don’t know what would have been any different.
Here’s the confirmation the reader:
Here’s YouTube video of the suite I took at this new InterContinental hotel:
The reader later emailed me that the second night had been a points booking and this the extension of the Club benefits welcomed but neither expected nor required.
This is an old hotel that was completely refurbished but the regular rooms and even the suites are super tiny.
As the reader pointed out, the Club concept is good (at least when I was there) and open 24 hours (if they haven’t changed it yet).