We booked the SO Urban King Size room. The photos ...

We booked the SO Urban King Size room. The photos do not depict what you get. Rooms vary in size despite a specific sqm dimension given. We ordered this room as it was bigger than the SO Cosy size room. But instead the first room they gave us didn t have the chair shown in the photo as it couldn t fit because it was a lot smaller. We couldn t even open our suitcase. The window was also smaller than what you see in the picture. We told the staff and they offered are larger room and asked us to pay extra. Unbelievable. We declined. How can you ask someone to pay extra when you didn t even offer or provide the original room as conveyed in the images. And if all other rooms as per the original image is already booked out, and you only got a larger room, then the right thing to do is accommodate your guest and provide that larger room that is available at no extra cost as you have already not offered what you originally sold to the guest.

They then asked us to wait and they got another room ready that evening. The room was darker but had more space and the lounge chair as per the original photos was there (so we were definitely being sold short previously). As we needed the space for our suitcases, we moved. They then said they ll look at finding another room which had a bigger window as per the original images the next day. That didn t happen. We had to stay in that room for 2 nights before they showed us another room.

They kept saying they can t do anything about the heritage building and the facade.... No problems. Seems like a common excuse they give since we heard it from 3 staff independent of each other. However, they should include photos of the variances that each room type has. The photos currently displayed are misleading. The following day they showed us another room. But the window was still small and the living space was even smaller. They simply said, that s all there is. I find it disappointing that the photos they provide do not depict what your actually paying for and that we would get a response like that when your display pictures show that s not all there is . Disappointing for a 5 star hotel.

Additionally, we paid over AUD $520 a night. We thought we d spend New Years on their roof top. Then when we got there they said it s SGD $180 per person extra to spend New Years up there. We said we won t be drinking so we passed on the $180 but we d head up there anyhow. They said we weren t allowed. When you pay over $520 a night and you re a guest of the hotel, I find it absurd to charge and extra SGD $360 to get access to the rooftop with unlimited drinks for 5hrs when you and your partner can t even drink because one of us has a medical condition that doesn t allow drinking. Completely unreasonable and if anything, discriminatory.

With a 5 star hotel, I d expect the tiles, tile grout and caulking to be a lot cleaner.