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“CHEAP , PATHETIC CANCELLATION POLICY HOTEL”

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ibis Singapore Novena
Ranked #99 of 319 Hotels in Singapore
Reviewed 16 August 2011

Sirs,

I had originally booked my hotel stay at IBIS Novena in Singapore for 25th August. Due to some unavoidable reason I had to change my meeting schedule. I requested the hotel website to change my booking dates to new dates of meeting. For several days I received no reply from their online portal. Finally I cancelled this booking online and booked a new reservation with IBIS Bugis for revised dates.

It was then that I received an e-mail from hotel about cancellation policy and that the complete charges shall be debited to my account. It is rather shameful that the company of such reputation resorts to such cheap policies to earn money.

1) By refusing to cancel my reservation or change the dates within a resonable time, and charging me the complete charges for that particular day even when I am not staying in the hotel implied that on that perticular day your hotel will not receive any guests who shall occupy the said room and the room shall remain vacant causing loss of revenue to the hotel?

2) I will never ever stay again in IBIS chain of hotels which has such poor cancellation / rebooking policy.

3) I promise to use every available forum to complain about this cheap behaviour of the hotel.

Room Tip: Please avoid online booking on IBIS hotels. They have a very cheap cancellation policy.
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  • Stayed: August 2011, travelled on business
    • Value
    • Service
15  Thank ajogdeo2000
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GuestServices_GM1, Front Office Manager at ibis Singapore Novena, responded to this reviewResponded 27 August 2011

Dear Guest,

Thank you for having taken your time to provide us with your valuable feedback relating to your stay with us.

We are sincerely concerned and apologise that we fell short of your expectations in some areas. Your helpful comments are much appreciated, and your feedback will help us to continually improve the standard of facilities and services offered to all our guests.

We hope to be able to get in touch with you directly on this matter. Would be great if you could email us your contact details at H7451-fo@accor.com

Looking forward to hear from you soon.


Best Regards
Guest Services Team
This response is the subjective opinion of the management representative and not of TripAdvisor LLC. Report response as inappropriate Thank you. We appreciate your input.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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1,110 - 1,116 of 1,380 reviews

Reviewed 16 August 2011

Check-in staff's service is alright. Got my room and its a nice cosy room. The bed is AWESOME!!! Slept so well!!!

I had my dinner for 2 nights straight & they remember what I had the previous night which is amazing! Rarely staff have this kind of good service. There is this waiter named Husin (I forgot how to spell his name correctly,pardon me) who was attentive throughout my dinner. Asking me if the food is fine etc. I'm impressed by him & gave my compliments to the hotel
manager which I have yet to receive any replies.

Breakfast is ok. Early riser meal consists of cereal & the next morning I had a proper breakfast which consist of pasta, bread etc.

Overall, my place here is great! Will definitely stay here & recommend this place.

  • Stayed: August 2011
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
1  Thank Adele_Depp
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GuestServices_GM1, Front Office Manager at ibis Singapore Novena, responded to this reviewResponded 18 August 2011

Dear Guest

Thank you for having taken your time to provide us with your valuable feedback relating to your recent stay with us.

We are pleased to learn that you enjoyed every other aspect of your stay with us .
Your positive feedback has given all of us the inspiration to continually strive for service excellence. We are grateful for your support and look forward to having the pleasure of welcoming you back to Ibis Singapore Novena.


If you wish, you can contact us directly on H7451-fo@accor.com for your future bookings with us.

Thank you,
Guest Services Team.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 15 August 2011

This hotel was part of a Singapore Vacation holiday to Bangkok and then we stayed 2 nights in Singapore. Since it was part of our Singapore vacation we expectted it to be a great hotel like our other hotels have been with Singapore Vacations. Our travel agent had reserved a room with twin beds. When we checked into the hotel they told us(a friend) that they didn't have a twin room that is not what our agent reserved. It was a queen room. We insisted and the agent checking us in put us in a twin room. We got to the room and within ten minutes another person called and said we couldn't keep the room and were moving us back to a queen. She came up with a key and moved. I called my husband in the states and had him call the travel company and talk to someone. They confirmed that we indeed had a queen room and called someone at the hotel and we were moved in the morning. This was not a pleasant experience.

We inquired at the desk about calling a cab to take us somewhere and were told that a taxi would charge us $5 just to come to the hotel and we'd do better if we walked a block and got a taxi on the street.

Our room faced a construction site where men were working and we had to keep our blinds drawn during most of the time. Men working could look into our room. The hotel is new and rooms are so tiny. No closet, no chair . When I went to breakfast in the morning it was full of school children(well behaved) on a school trip. I do believe this is the type of hotel it is. Not a hotel where adults go for a nice stay and rest and touring. It was poorly located and construction going on on both sides of the street. There is a mall about a 10 min. walk away but on the street in front of the hotel are tile shops and shops with bathroom fixtures. I cannot imagine why this hotel was used as part of a vacation package. Our hotel in Bangkok was wonderful and well located. This was not the way you want to end a trip.

..

Room Tip: Have proof in writing as to the type of room that was reserved.
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  • Stayed: July 2011, travelled with friends
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
2  Thank Xian09
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GuestServices_GM1, Front Office Manager at ibis Singapore Novena, responded to this reviewResponded 17 August 2011

Dear Guest

Thank you for having taken your time to provide us with your valuable feedback relating to your stay with us.

We are sincerely concerned and apologise that we fell short of your expectations in some areas. Your helpful comments are much appreciated, and your feedback will help us to continually improve the standard of facilities and services offered to all our guests.

We hope to be able to get in touch with you directly on this matter. Would be great if you could email us your contact details at H7451-fo@accor.com

Looking forward to hear from you soon.

Thank you.

Guest Services Team

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 12 August 2011

We were booked here by Singapore Airlines as they changed our flights. It was nice to stay in a new hotel. The rooms are small but well designed making good use of space. The hotel is not close to any sites or large shopping malls but is a short staightforward walk to Novena Square which is a small local mall with several eating places and Novena MRT stop making it easy to get around. Also a short walk down the busy main road that the hotel is on there are some great little authenic and cheap Chinese Restaurants with really good food. The hotel is clean and the staff pleasant when spoken to. The hotel is very basic and doesn't offer any ameanities other than a cafe. There is no guest seating area and no pool which is a real shame. We had a late flight on the day we left and found it extremely long and tiring waiting for our flight with nowhere comfortable to wait in the hotel as you can only walk the streets for so long. I noticed their advertised rack rate on the wall when we were there and thought it quite high for what you got. We only paid about S$60 more per night for a beautiful room at the 5* Conrad Centennial in Mariner Bay which offered everything you expect from a five star hotel. If you can get a great rate here and you can't stretch your budget then it is a good place to choose as its new.

  • Stayed: June 2011, travelled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Thank Kiwi07
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GuestServices_GM1, Front Office Manager at ibis Singapore Novena, responded to this reviewResponded 14 August 2011

Dear Guest

Thank you for having taken your time to provide us with your valuable feedback relating to your recent stay with us.

We are pleased to learn that you enjoyed every other aspect of your stay with us and our confident Hosts delivered warm, friendly and efficient customer care.

Your positive feedback has given all of us the inspiration to continually strive for service excellence. We are grateful for your support and look forward to having the pleasure of welcoming you back to Ibis Singapore Novena.

If you wish, you can contact us directly on H7451-GM1@accor.com for your future bookings with us.

Thank you,
Guest Services Team.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 7 August 2011

Brand new hotel, clean and basic rooms (IBIS standard).
15 min up hill walk to central metro station. No pool but needs one.
Nothing interesting around the hotels-no shops, no restaurants, and sights.
Not bad value for a SHORT stay.

  • Stayed: July 2011, travelled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Thank lpdksingh
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GuestServices_GM1, Front Office Manager at ibis Singapore Novena, responded to this reviewResponded 9 August 2011

Dear Guest,

Thank you for having taken your time to provide us with your valuable feedback relating to your stay with us.

We are sincerely concerned and apologise that we fell short of your expectations in some areas. Your helpful comments are much appreciated, and your feedback will help us to continually improve the standard of facilities and services offered to all our guests.

We hope to be able to get in touch with you directly on this matter. Would be great if you could email us your contact details at H7451-fo@accor.com

Looking forward to hear from you soon.


Best Regards
Guest Services Team

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 July 2011

Can't blame the hotel much as Ibis hotels are designed like that but not even having bottles of water, no room service, no food in the late evening are serious impediments for a happy stay!

The hotel is well located, very new , well behaved staff but devoid of any life.The coffee shop that serves food and buffet breakfast is reasonably good but hardly any choices on the menu card and even fewer for vegetarians.

Smooth check in and check out, free internet are commendable but TV has just about 12-15 channels! No gym is a problem again because business travellers these days expect this.

You will not even find a yellow page or a daily newspaper here even at an extra cost.That's painful and irritating for business travellers

At its price it can afford to give a few more amenities than it does unless its forbidden!

Yes I did sleep well as its quite peaceful as no one disturbs you for room service clearance or house keeping.

So if you just want a hotel for transit then its ok but if you want anything even slightly more than a clean room, look beyond this hotel!

Room Tip: All rooms are small and neat, so no preferences really
See more room tips
  • Stayed: June 2011, travelled on business
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
1  Thank PramodLunawat
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GuestServices_GM1, Front Office Manager at ibis Singapore Novena, responded to this reviewResponded 1 August 2011

Dear Guest

Thank you for having taken your time to provide us with your valuable feedback relating to your stay with us.

We are sincerely concerned and apologise that we fell short of your expectations in some areas. Your helpful comments are much appreciated, and your feedback will help us to continually improve the standard of facilities and services offered to all our guests.

We hope to be able to get in touch with you directly on this matter. Would be great if you could email us your contact details at H7451-fo@accor.com

Looking forward to hear from you soon.

Thank you.

Guest Services Team

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 30 July 2011

We stayed for the weekend and thought that the room was simple, practical (although rather small) and loved the new ibis new room.
Location wise, not the best location in Singapore but the MRT station is just 5 minutes away by foot. If you're in the country for medical purpose, this hotel has the perfect location as it is surrounded by medical centres. But love the fact that the surrounding is very quiet and clean.

The lobby is quite small and minimalist. no chairs to wait & sit down.

  • Stayed: June 2011, travelled as a couple
    • Value
    • Sleep Quality
    • Cleanliness
    • Service
Thank DitaGenier
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
GuestServices_GM1, Front Office Manager at ibis Singapore Novena, responded to this reviewResponded 1 August 2011

Dear Guest,

Thank you for having taken your time to provide us with your valuable feedback relating to your recent stay with us.

We are pleased to learn that you enjoyed every other aspect of your stay with us .
Your positive feedback has given all of us the inspiration to continually strive for service excellence. We are grateful for your support and look forward to having the pleasure of welcoming you back to Ibis Singapore Novena.


If you wish, you can contact us directly on H7451-GM1@accor.com for your future bookings with us.

Thank you,
Guest Services Team.

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about ibis Singapore Novena

Address: 6 Irrawaddy Road Ibis Singapore Novena, Singapore 329543, Singapore
Phone Number:
Region: Singapore > Singapore
Amenities:
Bar / Lounge Free High Speed Internet ( WiFi ) Free Parking Restaurant Shuttle Bus service Wheelchair access Airport Transportation
Hotel Style:
Ranked #99 of 319 Hotels in Singapore
Price Range: £72 - £104 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — ibis Singapore Novena 3*
Number of rooms: 241
Official Description (provided by the hotel):
ibis Singapore Novena is located on the intersection of Irrawaddy and Balestier Road and 8mins walk to Novena MRT Station. Ideal for business, medical and leisure travelers, hotel offers complimentary WIFI, international power sockets, parking, handy phone with unlimited mobile internet and local & international calls for selected countries. Oopen Pasta and Grill serves international buffet breakfast and chef's delectable selection, hotel is a stone's throw from heritage sites and authentic local food trails. Hotel also do provide complimentary shuttle to Novena MRT Station. ... more   less 
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Also Known As:
Ibis Singapore Novena Hotel Singapore

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