We stayed here for ten days two years ago and were very excited about a return visit given how brilliant our first stay was. We were also a little nervous as to whether the very high expectations set
last time, could be repeated.
We shouldn’t have worried!
Mum, Dad and two wee girls (6 and 9) in adjoining rooms, a queen and a twin – a marvellous hotel and a wonderful, caring staff!
Before I go into the staff, the hotel is lovely. Yes, the rooms are on the small side, but we were comfortable with ten days’ worth of gear, they were kept clean, the Wi-Fi was great and the communal open spaces throughout the hotel are an amazing place to relax. Add to this the wonderful rooftop terrace and pool that are kept immaculately and provide some of the best views in the city. You also have hundreds of restaurants within ten minutes’ walk in Clarke/Robertson Quays or Chinatown.
For those who were interested Spire Elite status was nicely acknowledged with discounted drinks and a 4pm check out for both rooms on the last day, very helpful with night flights and even after checkout, allowed us to use the pool and roof terrace showers before getting out taxi to Changi.
The hotel is between five and ten mins walk from two MRT stations that will take you anywhere in the city and Sentosa that you could care to visit.
Breakfast, ok a bit more variety would be good, but it is fresh and plentiful and kept in order by very busy and helpful staff.
So what sets HIE Clarke Quay apart from a normal, well run hotel (and we’ve stayed at just about every IHG brand from HIEs to InterContinentals)? Well, we were welcomed like family coming home. All the staff provide friendly greetings whatever time of day and night, from housekeeping to front desk. As always Phyllis and the whole of the front desk team continued to be as helpful, and professional as always. But it doesn’t stop at your usual helpful and professional front desk staff. They shared chocolate eggs at Easter with my girls and when my youngest daughter’s newly shed tooth was lost in the communal areas (she was proudly showing it off to the staff) they came out with the torches on their own smart phones to successfully find the tooth so the Singaporean tooth fairy could visit – this is above and beyond!
Kim at breakfast is like part of our family and made a fuss of our girls every morning (though it must be said all the breakfast team are lovely), she even brought in gifts in anticipation of their arrival and showing us the pictures they drew for her from two years ago, which she had laminated !
In short we felt that not only were the whole team prepared for our arrival, but that they were looking forward to it!
You can train your customer facing teams to be efficient and professional, you can teach them brand values and how to provide a good customer experience. You cannot train or fake kindness, caring and genuinely felt warmth for guests.
We left with hugs from and photos with the staff and I have no doubt we will return to this home-from-home in years to come. [Less]