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Reviewed February 19, 2018

Let me be clear, this is not a criticism of the Conrad generally - it is a good hotel. This is about how not to treat guests when an accident occurs. Our accident involved a glass of red wine spilled over the bed duvet, pillow and under-sheet and to be fair it did look bad. I phoned guest services to report the incident but the operator did not understand and I certainly understood nothing she said to me. So, on checking out I mentioned again that there was wine on the bed and the receptionist said that she would inform housekeeping. Having checked-out we stowed our luggage and went to the Grand Hyatt for brunch (Mezza9 fabulous), upon returning a duty manager (name withheld) introduced himself to us outside (obviously waiting for us) and then treated us to the most ridiculous message that I’ve ever received from a hotel manager. “We've got most of the stain out and we should get the rest out but if we don’t we may or may not charge you". Really! My wife said "surely your insured?", "yes but not for red wine, it is not covered on our insurance". Our car arrived and this fascinating conversation came to a natural end. Having reflected on it (long wait in the airport lounge), I am bound to point out a few things. Firstly, if red wine is not covered on their insurance, why are they selling it in the mini bar (from where we got it!)? Secondly, if you buy red wine and spill it in the lobby bar are you liable for cleaning and/or replacing the carpet? Thirdly, should there not be a list of what is/not covered under accidental damage in the room (imagine the range of human secretions)? Our household insurance covers these things and we even have additional mattress insurance and have all our mattresses covered with protectors (top tip stops nasties getting through). Thank goodness we only ordered white wine in the Golden Peony (excellent) and not red or we may have had to buy the tablecloth as well.

The point of this story is don’t make HH Diamond customers feel and look bad when an accident happens because they will simply stay somewhere else.

  • Stayed: February 2018, travelled as a couple
    • Value
    • Sleep Quality
    • Service
Thank accipitor
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CC_Sing, General Manager at Conrad Centennial Singapore, responded to this reviewResponded February 26, 2018

Dear accipitor,

It is with much regret that as a Hilton Honors Diamond member, you were made to feel uncomfortable after your last conversation with our Duty Manager. I wish to assure that this was unintentional and we sincerely apologise for any misunderstanding.

My team and I truly appreciate that you were happy with your overall stay and we have since addressed the red wine stains on the bed. Thank you for your feedback and we hope to welcome you back to Conrad Centennial Singapore when you next travel through Singapore.

Yours sincerely,
Heinrich Grafe
General Manager

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Reviewed February 18, 2018

After having such a wonderful experience at the Conrad Tokyo, we expected comparable hospitality and service for our 8-day stay at the Conrad Singapore. While it was nothing like sumptuous Tokyo, the breakfast buffet in Singapore was acceptable (though the brownie was not edible and English Breakfast tea was just awful). But that's not all. The issue came when we were seated between two Chinese tourist groups who were talking loudly between us on Day 1. The experience was so exasperating that we just left and haven't returned. Instead, we've gone elsewhere in Singapore - for traditional noodles and even across the street to Starbucks.

Housekeeping service was inconsistent. There were days we had turndown service and days we didn't. Coffee, tea, and cream in our room were not replenished regularly.

Sadly, we'll likely not come back to the hotel again. While (from a business standpoint) we understand the hotel needs to fill their rooms, it is not equipped to cater for mass Chinese tourist groups (I'm Singaporean and my family is Chinese, so I don't hold anything against the Chinese!). As a result, higher-end customers like us don't get the kind of service we expected from the Conrad, based on what we enjoyed in Tokyo.

  • Stayed: February 2018, travelled as a couple
    • Location
    • Sleep Quality
    • Service
1  Thank schua310
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CC_Sing, General Manager at Conrad Centennial Singapore, responded to this reviewResponded February 20, 2018

Dear schua310,

Thank you for reviewing your recent experience at Conrad Centennial Singapore, we always appreciate hearing back from our guests.

We are very sorry that your stay with us was a disappointing one and that our hospitality and service fell below your expectations. You can be assured that we are taking steps to address the issues that you have pointed out and we continue to work hard to deliver the best of Conrad hospitality to all our guests.

Although you have indicated otherwise, we hope to welcome you back so that we may deliver a better stay experience to you in the future.

Yours sincerely,
Heinrich Grafe
General Manager

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Reviewed February 18, 2018 via mobile

Mum and I stayed here for 2 nights, Minh who checked us in took us straight to our room and made us feel right at home. The beds were comfortable, the bathroom quite big. It’s close to the suntec shopping centre, and very close to the mrt which is on a great line to attractions. Glazia from concierge was excellent, her service was greatly appreciated. Will definitely go back.

Stayed: February 2018, travelled with family
Thank Liliana P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CC_Sing, General Manager at Conrad Centennial Singapore, responded to this reviewResponded February 20, 2018

Dear Liliana P,

Thank you for choosing Conrad Centennial Singapore for your mother's birthday celebration and for commending Minh and Glazia for their outstanding service. We are delighted that you were comfortable and felt well-taken care of during your two nights with us.

Do stay with us again, whether to celebrate special occasions or for a getaway. It would be our pleasure to welcome you back.

Yours sincerely,
Heinrich Grafe
General Manager

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Reviewed February 17, 2018

Singapore is a city of great hotels and we have stayed in a number of them but for the last few years we have settled on the Conrad as the place we always want to stay. It's location makes it easy to use the mass transit system to get around Singapore but more importantly the quality of service and attention to detail is what brings us back.

Room Tip: We love the corner rooms with a view in two directions
  • Stayed: January 2018, travelled as a couple
    • Location
    • Rooms
    • Service
Thank Russell43
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CC_Sing, General Manager at Conrad Centennial Singapore, responded to this reviewResponded February 19, 2018

Dear Russell43,

My team and I are delighted that you enjoyed your recent stay at Conrad Centennial Singapore and especially our warm and attentive service, which highlighted your experience with us. We thank you for all your positive feedback and insights, and look forward to welcoming you back in the near future.

Yours sincerely,
Heinrich Grafe
General Manager

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Reviewed February 16, 2018

The Conrad Centennial was a wonderful place to stay during our visit to Singapore. The hotel is ideally located and is a short walk to shopping, restaurants, Marina Bay and the Mass Rapid Transit (MRT). We were particularly impressed with the friendly and knowledgeable Concierge team, who provided helpful suggestions on a daily basis as we went out exploring. The Executive Lounge was a great place to relax with beverages and snacks and the staff were extremely professional and efficient.

Room Tip: Best views are on a high floor, facing Marina Bay.
  • Stayed: January 2018, travelled as a couple
    • Location
    • Sleep Quality
    • Service
1  Thank Frank Y
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CC_Sing, General Manager at Conrad Centennial Singapore, responded to this reviewResponded February 19, 2018

Dear Frank Y,

Thank you for reviewing your recent experience at Conrad Centennial Singapore, we are delighted that you were comfortable and felt well-taken care of while you were with us.

Our team members have received your special mention with their warmest gratitude and look forward to delivering more memorable Conrad hospitality experiences to you whenever you stay with us.

Yours sincerely,
Heinrich Grafe
General Manager

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