We stayed here for one night during our travels in Singapore. As Starwood Preferred Guest Gold Member, we expected an upgrade but did not get one; however, we did not notice any separate Starwood Preferred Guest floors so it is possible that no upgrades are available to Starwood Preferred Guests. Here's a breakdown of what we thought about our stay:

1. Room: Beautiful. Spacious bathroom and convenient automatic shades and lighting system. The king-sized bed was extremely comfortable as were the gorgeous bedsheets. Two complimentary water bottles were provided along with a small box of St. Regis chocolates. The shower was amazing. Perfect water pressure.

2. Butler service: Convenient and easy. We were greeted after checking into our room by a butler which was a nice personal touch. We used the service twice to order freshly brewed coffee and tea to our room. It was delivered promptly with impeccable customer service.

3. Wi-fi: No free wi-fi available even in the lobby. We were a bit surprised about this as we have never been to a Starwood property in Asia without any free-wifi in public areas. If I remember correctly, each hour of internet usage in the rooms was about $10 but daily packages were also available. We used the Business Center to access the internet but found this lack of free wi-fi service in public areas to be inconvenient and below expectations of a luxury hotel.

4. Business Center: Located to the left of the check-in desks, the Business Center is equipped with one Apple computer and two PCs. Printing was fairly easy and we did not have any trouble using a computer as there was never more than one other person using the Business Center.

5. Location: Convenient but not as convenient as other hotels such as the Hilton and the Marriott (both are located on Orchard Road). The hotel is about a 5-minute walk to Orchard Road and about 10 minutes from Ion.

6. Concierge: Memorable but for all the wrong reasons. We asked the concierge (one of whom is a Clef d'Or) for two things: (i) the nearest place to do yoga; and (ii) the nearest HSBC Premier Banking Branch. For the yoga request, the concierge told us that he would have to check around to see which yoga places allow drop-ins, which made me raise an eyebrow since most yoga places all allow for drop-ins unless it is a boutique yoga place. The concierge told us that he would leave us a detailed message to our room re: yoga. As for our second request, the concierge took out a map and circled the place where he said we can find a HSBC Premier Banking Branch. When we arrived back to the hotel room 5 hours later, there was no message from the Concierge re: yoga places nearby. I had to go downstairs again to speak to the same Concierge to inquire about whether or not he could tell me the nearest place to do yoga. When I asked him, he stated that one yoga place he found had a waiting list and that the earliest time I would be able to do yoga was in 3 days. I asked him for the name of the yoga place as I did my research online about places to do yoga in and around St. Regis. He replied "Pure Yoga" and I looked at him in disbelief and stated that Pure Yoga has classes almost every hour and that it doesn't make sense that I would have to wait 3 days to do one yoga class. He then quickly picked up the phone and said he would check Absolute Yoga which was located right next door. After speaking on the phone, he found out that I would be able to do a drop-in class the next day at 12:15 pm at Absolute Yoga. I thanked him but felt quite annoyed at his lack of professionalism, knowledge and service. In addition, my husband went for a walk to find the HSBC Premier Banking Branch using the map that the Concierge provided and came back only after finding out that the place that the Concierge circled on the map was not a HSBC but the British Council building. He then went down to speak to the Clef d'Or about this error and was instructed to go across the street from the British Council building. My husband made a second trip based on the Clef d'Or's instructions but again he returned in frustration because he did not find a HSBC Premier Banking Branch but a HSBC ATM machine. Later that evening, my husband and I went for a stroll and discovered that the HSBC Premier Banking Branch is located near the Shaw Center which is nowhere near the two places that the Concierge and the Clef d'Or mentioned. We returned to inform the Clef d'Or the whereabouts of the HSBC Premier Banking Branch. He did not seem apologetic at all which was annoying given the amount of time my husband spent on looking for the Banking Branch. We were surprised and deeply disappointed by this lack of knowledge and service from the St. Regis Concierge and its Clef d'Or!!! As avid travelers, we've come to rely on and trust all Clef d'Ors in luxury hotels for their knowledge, customer service and experience in assisting travelers with their needs. Perhaps St. Regis should consider educating its Concierge about the whereabouts of certain key places that guests frequent so that they stay up-to-date with the exact locations of such places.

Overall, the experience was not all worth the hype of a St. Regis hotel. This is our first time staying at St. Regis and we likely will not be choosing St. Regis over other luxury hotel brands as we felt that the customer service was lacking and the overall experience was not entirely pleasant.