Arrived at 1.30am in the morning requested a baby ...

Arrived at 1.30am in the morning requested a baby cot with the room when booking online. Upon collecting keys asked if the cot was in the room confirmed with reception. Then when entering the room no cot in the room. To top this off the room smelled of cigarettes, I asked reception to rectify this as we had a one year old in the room and the response was, it is a non smoking hotel. This is irrelevant the room stinks of cigarettes even confirmed by one of the cleaners verbally.

Upon checking out I booked the concierge to collect bags at 10.55 am then they didn't arrive even after tipping them. I dragged all the bags to reception for the taxi which wasn't even my taxi it happened to be a previous person checking in. So not only did they not collect they did not book a taxi as requested directly with the concierge.

I am immensely disappointed with what is evident as management not understanding nor controlling their staff in an effective manner. To send an apology letter prior to fixing the lack of a baby cot should be corrected, you need to fix the error then apologise. To offer us a broken cot is seriously offensive then to provide a cot with a broken side is just beyond words.

After frequently visiting Sofitel manila, los Angeles, gold coast and now Singapore. I would definitely rate the overall experience as disappointing.

It's the simple things that count for example the sheets had holes in them. You guys are seriously getting the basics wrong.