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The Grand Hyatt Singapore is located on Scotts Road near the beginning of Orchard Road. It took about 40 minutes by taxi to get to the hotel.
Upon entering the hotel, we were greeted by the doormen. The lobby was festively decorated with a large Christmas tree.
There is a Bang & Olufsen store located right off of the lobby.
The front desk is actually situated behind the wall where the concierge desk is located.
The front desk agent noted that I was a Hyatt Gold Passport Diamond Member, and then escorted me to the Grand Lounge to complete the check-in process.
The Grand Lounge floor has its own “front desk” which are actually several desks where you can comfortably check-in while being able to sit comfortably.
I had used a Diamond Suite Upgrade and had been confirmed into a Duplex Suite, but inquired about getting a Grand Suite King instead as I read that the layout was more desirable despite it being a smaller room. I was told that using a Diamond Suite Upgrade would only get me into a Duplex Suite.
I was informed that my room was not quite ready yet and it would take several minutes as they were doing a final inspection of the room, as we had arrived at the hotel slightly early. The check-in process took much longer than expected as our room was ready by the time we had completed the check-in process.
The front desk agent told me that it would cost $400+ in addition to taxes per night. I told her that I had booked the room using a cash & points booking for this stay which costs 10,000 points and $125 per night. She then told me that I could use points in my account to upgrade to a suite, but that it would still cost in excess of $400 per night.
There was a language barrier as we kept going through this exchange for several minutes. It reminded me of the old Abbott and Costello routine, “Who’s on First?” A manager then came over and tried to explain the situation. She reported that although she could see that I had made my booking using cash & points, for some reason the points were not deducted from my account at the time of booking. I had insufficient points in my account at that time to cover the 40,000 points required for our four nights there.
I told the manager that I would look at my account once I got to the room, and if what she said was correct then I would transfer points in my Hyatt account.
The Duplex Suite is two levels, with the ground floor being on the same level as the Grand Lounge. The top floor is actually on the same level as the Grand Lounge. To my knowledge there is no elevator that will take you from the Grand Lounge check-in to the actual Grand Lounge level.
Upon entering the room, there is a small kitchen area to the right.
Oddly, there is a half bath right next to the kitchen.
Past the kitchen, is a large living room with dining room table.
There are two couches, a lounge chair, two ottomans and a coffee table.
There was a welcome amenity of two bottles of Evian water and a bowl of seven apples.
The downstairs area is actually very nice and spacious, but unless you are traveling with children or have guests over I don’t see many people spending much time down there.
There is a narrow, winding staircase that leads up to the top level. Trying to negotiate your luggage up the stairs can be quite a task.
At the top of the stairs is the TV and aluggage rack.
The upstairs consists of the bed with lounge chair.
There is a dresser and fridge next to the sitting chair.
There is a small desk that can double as a vanity area. The space also contains two small closets with dresser drawers.
There is an open area that looks down onto the dining room table, giving the impression that the room is actually larger than it is.
The upstairs bathroom is rather large, but only contains a single sink with somewhat limited counter space.
There is a large, deep tub perfect for soaking.
There is a separate shower area with June Jacob bath amenities.
The toilet is located next to the shower.
Once I get somewhat settled in, I was able to check my Hyatt account and noted that I the Diamond Suite Upgrade had been applied, but for some reason the points were never deducted from my account.
Luckily, I was able to transfer some Ultimate Reward points into my Hyatt account to help cover the 40,000 points the stay cost. The points transferred instantly, and I was able to confirm with the front desk that I now had enough points for the stay. Problem resolved thankfully.
The view from the room overlooked a rooftop garden, and a rather uninspiring view of the city.
The Grand Lounge is somewhat large with several different seating areas. Many times a lounge attendant would greet you as you entered the lounge and would show you to a table. Of course you could also pick where you chose to sit.
In the afternoon, lounge offering were somewhat sparse with some fruit, chips, cookies, cake and candy on offer.
There is also several display cases of drinks, a coffee maker and complimentary alcohol on offer in the evening.
In the evening, there was a small menu showing two hot offerings. There was also salad, crudité, and several refrigerated choices. In addition, there were usually several dessert offerings, including at least one Indonesian dessert.
The lounge tended to get very crowded in the afternoon, and sometimes finding seating could be a challenge.
Breakfast in the lounge also consisted of several hot options, and cooked to order eggs. Other options included fruit, oatmeal, cereal, muffins, pastries, bread, hard boiled eggs, juice and other drinks.
The staff in the lounge were excellent, all friendly, remembered your name, and were happy to engage in a discussion about things to do in the city.
Upon check-out, I was in a hurry as I had a car waiting for me to get to the airport as we were running a bit behind schedule. I didn’t even look at my folio since the cash & points issue had been resolved when I checked in, and I hadn’t incurred any other spending.
When I finally had a chance to look at my folio, I noticed a charged of $87 for “HGP Cash and Points Award”. I have made several cash and points reservations before and had never seen this charge before. I emailed the hotel for further clarification about the charge, and the Assistant Front Desk Manager emailed back within a day, stating that it was an error on their part and the accounting department would be notified.
I had to follow-up on several occasions, but it took about 10 days before the charge was reversed.
Although I ran into several issues both when checking in and checking out, the service was top notch throughout the rest of my stay. I would try and get a different room if possible since much of the Duplex Suite went unused thereby cutting the room into less than half.