We stayed for one night in the Loft Premier Room. Pros - Room was really modern and comfortable. Front desk service was great, special thanks to Jasmine for helping us with a room upgrade and complimentary breakfast! Cons - I feel like the overall customer service is slightly slower than other places, which might be because they're a smaller hotel. We asked for one set of cutlery which took 30-40 minutes to arrive after they said they would send it to our room. Overall, we enjoyed our stay and would come back again!
We had a great staycation experience from check in to check out. Guest Relations Manager Mariia was very patient and assisted with all our queries. A complimentary room upgrade was a special gesture that made our stay more memorable! My last minute request to arrange a bottle of champagne for my friend's special birthday was done with efficiency. I received the link to make a payment and the room was ready with a birthday card. It was overall a nice and fantastic stay!! Thanks to Mariia and her team :)
I booked a stay at M Social for Valentine’s Day since due to COVID-19, travel is permitted. As Singapore is a really small country, most couples would have opted for a staycation to celebrate the day but somehow the hotel can be unprepared for this day as check in took more than 2 hours! We had to wait in line outside of the hotel lobby while 2 staff check us in at the door. Instead of just giving us the keys to our room, they were only allocating room numbers. We then had to queue again in the lobby to the actual front desk to get our keys. At the front desk, I was then informed that my surprise was not done in the room. I requested 3 weeks ago for rose petals and an animal towel to be placed in the room for $15++ which I agreed via email. The staff who replied me, Daphne, even said that it will be done. When I probed further with the front desk staff why, he didn’t even apologise. He just said that the surge in crowd was why and that since I wasn’t charged yet, he won’t be charging for it since it wasn’t done. How is that customer service? Someone could have emailed me before this since the hotel should know that Vday is going to be high occupancy BEFORE the actual check in day. My booking also included a $30 dining credit which the front desk failed to provide or inform me about, so I tried calling their operator back in the room. 15mins on the line and no one picked up. I had to go back down to the lobby to ask the front desk for it. So at the same time, I asked if they were understaffed because check-in was slow and no one picked up the phone. The lady said no, it’s because all 170 bookings came to check-in at 3pm thus leading to the queue. The hotel should have expected it since it’s all Singaporeans staying now and your rule of thumb is to check in at 3pm. If you want to solve this, then inform people to come earlier to check-in! No one takes a plane, so no one is going to come late since everyone wants to enjoy their staycay! Fix your service! …
Wife booked a staycation to celebrate V-Day. Was excited but first impression driving into an unlit carpark was already a downer. The lights were out and the lots were narrow with multiple columns. Took the lift down to lobby and was with a scene from a refuge center with a long queue and makeshift tables for check-ins / outs. There were no clear signages and or staff on hand for crowd control. We had to ask around where to check in. We are still in the queue after 30 mins and it does not look like we will get checked in soon. There is no arrangements at all for the elderly in the queue or any offer of water or drinks. Very unpleasant even before we checked in.
The design of the room is good as picture. Their workteam are helpful and cheerful. Thanks for the peaceful night provided. Strongly recommend this hotel to youngsters who love party or stay alone for long weekends.