This is a newish hotel but is peppered with the kind of problems that Singapore struggles with in service.

I had a voucher for the hotel. And I booked directly specifically asking for a suite for the weekend. My wife got there first. Notwithstanding giving them the booking number, they viewed her with suspicion.

When I got there, I discovered that they had given me one night's stay. I gave the voucher and the reception got that sorted out. But when I went to the room, I was shocked: it was an executive room, not a suite.

I went down and asked the lady who had checked me in: you saw the voucher, why didn't you give me the suite? I was mad. I asked that three times. She could not answer me.

She said sorry but there was no attempt at service recovery.

At checkout, a manager saw that "there was a problem." I said yes, there was a problem. "It was during the reservation and we are looking into it." Well, it was not just at reservation, it was also at check-in.

Part 2: My wife called to reserve dinner at a restaurant. We decided to go someplace else. She called to cancel. While we were out, we got a call from the restaurant asking us to call back as we had reserved a table. When I got back, I called back. Line was busy.

Minor quibbles: The temperature of the shower kept getting hotter as I showered so I had to keep turning it cooler. Water pressure was also anemic. The "business" breakfast area is next to the gym so a few of us went to breakfast after the gym, and then we were told there was a dress code. If so, they could put a few tables outside at the pool area for those of us in gym attire.

The gym was all right. Perhaps because it was the weekend, there were not many people. It's a rather small gym for a hotel that size.

On the plus side, fruits and water were replenished. There was also a welcome box of chocolates. The room was very comfortable. It was quiet and had a lovely view. The sitting area had a large tv with inlets for a computer.

The bedroom itself was smallish. The bathroom was large with a separate small room for the wc. There is a glass shower area and then a bathtub. It is so big they put a small foldable table inside. It's nice because the space for double bowl sink got filled up quickly with two persons.

The executive lounge was grand for a meeting I had. There was champagne in the afternoon. Service was attentive but not intrusive. Flawless as far as I was concerned.

It's a pity that there are these lapses, and with apparently no attempt whatsoever at recovery. Like a beautiful lady with a wart on the nose.

Stayed at this hotel when I had a business training there. When I first checked in, the room I had was very bad:

a) Lingering aroma of smoke in a non-smoking room
b) When I asked the hostess who escorted me to the room, she said she couldn't smell the smoke (and it was fairly strong)
c) The TV was an antique

I asked for a room change and got a better room which had a huge flat screen tv. But the TV remote wasn't really working. The entertainment system was flaky (had a windows error screen on the tv).

Overall, the customer service is decent but the room itself isn't fantastic. I've stayed at the Ritz Carlton before and it was much much better.

Stayed in a few Hotels like Grand Hyatt, Shangri-la, Marriott, Pan Pacific, Ritz Carlton and Four Seasons. Probably second to Four Seasons/Ritz.. But the lounge if fantastic with great views and surprisingly good food. Water in pool was freezing. And upon checkout, we were overcharged on the weekend rates and it was very inconvenient because the guy helping us at the club floor was not skilled in changing the rates. I think I still prefer staying at the Orchard area .

Spent a total of a week at the Conrad in 2004 and what an outstanding hotel. This hotel didn't have any downsides that I saw. I was in Singapore on business and the service at this hotel was impeccable.