Robertson Quay Hotel

Good location but the room and toilet are quite small.

Great location and clean hotel. Gym and pool are very good actually with a great view

Very Disappointing Experience: Poor Handling of Late-Night Check-In, No Accountability I booked a room at Robertson Quay Hotel for a friend visiting Singapore with two young children. Unfortunately, their late-night check-in experience on June 11, 2025, was both distressing and mishandled by the hotel. Despite having fully paid for the booking and providing my contact information, the hotel refused to check in my guests simply because their names were not on the booking. While I understand ID verification policies, the hotel made no attempt to contact me, even though my number was provided. My guest was stranded past midnight with two children, and was forced to pay the walk-in rate, which is unfair and unacceptable. What made it worse was the inconsistent explanations given by the hotel: * The manager claimed they do not contact guests after midnight (even in emergencies). * The night staff told my friend they didn’t call me because my number was international (which is absurd for a hotel that serves international travelers). These excuses are not only contradictory but show a lack of initiative and basic customer service. A simple phone call could have resolved everything, but the staff chose the easier route of recharging a guest who had already paid. While the hotel later offered a room upgrade and late check-out, this does not address the financial and emotional stress caused by their inaction. I have asked for a refund of the walk-in charge, which was refused. Sadly, this incident reflects a serious gap in the hotel’s crisis handling and guest care. I would not recommend this hotel to anyone traveling with family or expecting responsible customer service, especially during off-hours.