The hotel facilities and most staff were good, but our arrival experience was very disappointing. The Reservations Manager had confirmed in writing that we only needed to pay an additional SGD 200, as the stay had already been prepaid through Expedia. However, the night-shift front desk staff repeatedly insisted we owed SGD 600 despite being shown the messages and receipt. The issue was only resolved after further checking the next day. Unfortunately, the staff member’s attitude and comment that we were “creating problems” made the experience very uncomfortable, notwithstanding the good standard of the hotel room and amenities provided and the respect shown by other staff. As this was my family’s first trip to Singapore, the behaviour of that one staff member made the experience particularly upsetting.