Genting Hotel Jurong

The room is not big as expected. It is clean and nice. Was able to check in early.

Dear Hotel Management, I am writing to express our dissatisfaction with the service we received during our stay at your hotel from 17th June 2023 to 19th June 2023. When we arrived on 17th June as a couple, we had specifically booked a room with a big bed, preferably a queen size. However, upon our arrival, the lobby counter staff, Ms. Jay, was evasive and informed us that the availability of a queen or king size bed was uncertain, stating that it was "subjected to availability". This was surprising as we had made the booking on 23rd May and explicitly requested a queen size bed through an email acknowledged by RWS Hotel Singapore. We were standing right in front of Ms. Jay during the check-in process, with a computer system in front of her. Despite this, she still insisted that our request for a queen size or big bed was uncertain. The purpose of having a computer system is unclear if it cannot provide immediate answers. Moreover, we found it unreasonable when Ms. Jay suggested that we could be provided with two single beds that could be pushed together. Sleeping with a line dividing two beds is far from comfortable. Eventually, Room 330 with a queen bed was assigned to us. However, it is bewildering why it suddenly became available after being repeatedly told that it was subject to availability during our conversation for the past 15 minutes. I would like to bring attention to the slow working speed and inefficient handling of the situation by Ms. Jay. Her performance needs improvement. Furthermore, in the evening, we planned to visit Sentosa and arrived downstairs at 6:30 PM to catch the 6:45 PM shuttle bus, which arrived on time. We were in the queue, ready to board. To our surprise, a hotel staff member immediately informed us that we were not allowed to board the bus because we didn't have the paper holder for our key card. This came as a shock. It is important to note that there was no prior mention or reminder anywhere about the requirement to bring the hotel room paper holder for the complimentary shuttle bus to Sentosa. I strongly believe that this is not the first time such a situation has occurred. Why didn't the hotel staff member stationed at the bus waiting area, who had seen us since 6:30 PM, simply remind us before the bus arrived? I had to rush to the counter to obtain a paper card holder, which involved verification of my ID and room number. This inconvenience could have been avoided. The staff member at the entrance could have provided assistance or, if there were any doubts, allowed my pregnant wife to board the nearly empty bus first and verified the details verbally with the counter staff or escorted me to the counter. A simple verification by her could have easily confirmed that we were hotel guests. Lastly, I would like to mention that torn towels should be disposed of and not provided to hotel guests. I sincerely hope that you will address these issues and take our feedback seriously into consideration. We eagerly await your response. Sincerely, Francis

Reasonable hotel especially if you need access to the west part of Singapore. Walking distance to heartland eateries and malls and mrt (12.min)

The hotel is very clean and the staff is very polite.

The toilet for bath too small. Very cramp for big size person. For the swimming pool inside the pool alot of white sands. But my daughter enjoy the swimming pool.

It’s good hotel. Problem with tv but solve in a timely manner

Hotel is basic on the budget side as rooms are small and breakfast is basic. Booked our staycay as it was an emergency one - apartment renovation. Stayed for 3 nights. Booked the premier room for family of 4. Ok stay and hotel is near to the library and shopping malls.

Room was clean, staff were efficient. Location is good, just need to walk around 15-20mins to reach the Jurong East cluster of shopping malls & shopping centres. They’re also able to help you to do booking for cab to go airport at no additional charges. Mine was upgraded to a deluxe room due to bed availability issues. View outside was nice! They have a small pool and a chill breakfast area.

It was a fantastic stay but it was not well situated from the city.