New looking hotel & nice views but..
Posted Feb 5, 2017
Our first time in Fragrance Pearl as we usually check-in at Emerald whenever we're in SG. Compared to Emerald, Pearl's room is better & newer looking. Nice hotel lobby as well! But the Front Office & customer service in Emerald is way better. In Emerald, they allow me to get two room keycards no hassle at all, but at Pearl, they told me they can issue only one even though we're two pax occupying the room. So on our first night, we discovered their complimentary coffee & tea was only 1 each instead of 2. I never had this problem in Emerald, but we didn't complain, because we're tired from the trip. The next day when Housekeeping replenished, all complimentary items are already complete so I was thinking maybe they just made mistake the first night so I let it pass. On our last night, we came back to the hotel at around 1500H-1600H & expecting the housekeeping already finished replenishing & cleaning the room. To our surprise, the 'make up room' door hanger is still placed in the doorknob. The FO explained that there's a bit of a problem & they're already in the process of fixing it. So instead of resting early in the room, we had to go out again & do some shopping because FO promised us when we come back later in the evening, our room will already be cleaned & items will be replenished. By the way, I'm not a big fan of their bathroom's sliding glass door. Next time, I'll be going back to Emerald & not Pearl. For me, customer service is more important than a good looking hotel.