My entire 4 stars go towards Warren Naluz Claudia and the Fullerton team, including the Indonesian Lady (Powder Room), all concierge, some men in suits who i presume are from upper management who bothers to greet guests at 9 in the morning. A small exception would be this short hair lady who only greets her specific guests/client/corporate people.
-1 star because the management took it away from the staff. Severely understaffed.
Every other component is a 0.
*advise that all guests lower their expectation to avoid disappointment and management to take this review very seriously*
Breakfast: (basically this is where if there was a negative review function i would employ)
I saw a european family basically gagging, im sure your executive board or upper management is definitely made up of some Caucasians, please let them undercover boss the breakfast, they will gag. Waffles taste like kids playdough. Need I say more? Economical fried beehoon disguised as 'wok-fried vermicelli' i give credit to whoever who came up with this, I. clap. for. you. had a good laugh.
Porridge, i have to quote Gordon Ramsay and say that both the chicken and seafood were rubbery.
Almost everything at breakfast was Not prepared in-house, so so blatantly obvious, in fact I can tell you that the guacamole tastes EXACTLY like Avofresh which can be bought from Coldstorage. Waffles confirm NOT made in-house, dim sum looked colourless, like deadfish, eh no those like food in the display case that has lost its colour from lighting. (go to yi dian xin or imperial treasure, its like night and day) I dont think you need a customer to teach you that the eyes eat first. Fried chicken that accompanied a few dishes such as the aforementioned vermicelli, taste so stale, like it was made a few days ago.
The only 2 dishes, from the breakfast that purportedly costs/is worth 49$, the laksa and the rice of the nasi lemak(ok fine sambal can eat) were decent, but thats all, coffee very diluted, did i mention that the wait time is like 20-30mins? Ala carte order from staff. They give you some delifrance-esque bread/pastry basket to wait in the meantime.
49$ for entertainment for how disgusting your food is, hmm not even worth it. Basically breakfast was largely inedible.
Tried basically almost(didn't try the muesli) the full breakfast menu but seriously, it was underwhelming.
Check-In:
Check-in too about 30mins to 1hr, YES THATS RIGHT. THE FAMILY BESIDE ME WAITED 1 HOUR TO CHECK INTO FULLERTON.
To add injury to insult after waiting to long, they give you a goddam teddybear and expect you to light up or smile or something. Is this a childcare? Honestly just leave it in the room as a *surprise* also, most of us have bags to carry, we dont need an additional promotional bear for the moment.
After finding out more, realised it as because they are severely understaffed, don't blame them, blame the upper management/hr , the staff probably has, poor promotion/renumeration. How to retain quality staff???? Also, can try to anticipate if you have a hike in bookings/popular periods right? first day ah? At least courteously inform your guests the day before to expect a long waiting time, minimum right??? or email/all up your guests and offer them maybe a staggered/earlier check time to ease the queue and load on staff? seriously do i need to teach you this radical new concept????? You can ask/remind your guests to do the pre-arrival stuff(book gym/pool) while waiting.
Honestly after learning more from the concierge/general staff, i feel damn bad for the staff. Special shoutout to Warren Naluz, Claudia and entrance(red carpet) staff. I hope all of you get a promotion/pay increase 24month bonus yall deserve it, really top notch service. Top-Notch service from Warren Naluz, hope he is part of the Golden Keys. Please nominate him.
Room: Pass, just basic everything there lor other than that nothing much, can say that they lack attention to detail, disappointing for Fullerton, see attached picture. Don't expect anything unless you book a 4-figure per night room.
Construction work on the 2nd floor lasted for about 1 hr, say goodbye to after-breakfast naps, was staying on the 4th floor. Again, thanks for the entertainment because I thought to myself, WHAT A JOKE FULLERTON. No notice/Letting your guests know, would have been nice? YA?
Pool: Safety hazard, visited a few times and on ALL occasion, the steps were very wet, if you have elderly/fragile/clumsy/children PLEASE DO NOT RUN. 8am/9am, 12pm/6pm the steps leading towards the pool were dripping wet. Workplace and guest safety issue obvi. Please do not wear the hotel slippers there.
Pros: Bathrobe was good, luxuriously soft material. Near Asian Civilisation museum if you need to dump your kids somewhere.
TLDR: NO Fullerton magic or experience, its basically any other hotel. What a shame because it is such an iconic location and building. SIGH. Please go elsewhere for breakfast. Before they fix these issues I suggest you re-discover sg elsewhere. It isn't something that the CS(Customer Service) team can do/enhance, i think problem lies with management/board/execs.
Learn to balance your international clientele with the local one, form what i can see, you're not trying at all.(except your ground operation staff) hotline staff terrible, say call back but dont call back, any remarks you've left for them to convey are pointless, it is not followed through.
