Duxton Reserve Singapore, Autograph Collection

Nous avons commencé avec déception et avons terminé notre séjour heureux et content ; nous reviendrions certainement.

The care and consideration of the staff to help us find and change to the right room for us.

Disappointing Service Standards at The Duxton Reserve

I am writing to share my feedback regarding a recent weekend stay at The Duxton Reserve. While I had high expectations for the property, the service experience at the lounge during the evening was deeply disappointing and fell well below the standard one expects from a luxury hotel. During our visit, the lounge was quiet, with only two guests present. Despite this, the service level was remarkably poor. Staff members were observed sitting in the lounge area, largely disengaged and prioritizing personal matters over guest service. On one occasion, a staff member, Michelle, was heard speaking loudly on her phone regarding work shift changes, ignoring our presence entirely. When we requested a menu, rather than assisting us directly, she simply shouted across the room for a colleague to provide it, despite being perfectly positioned to assist us herself. Furthermore, the interaction regarding our consumption was unprofessional and handled with a total lack of tact. After ordering our third round of drinks, we were informed by Michelle that our service was being paused due to concerns about intoxication. Having stayed at hundreds of luxury hotels worldwide, I found this remark to be both unprecedented and presumptuous. Additionally, the staff displayed an intrusive attitude toward our private activities. They asked several highly personal questions regarding our stay, seemingly because we had invited a few friends over before heading out for dinner. The staff unfairly assumed that we were hosting a party in our room, which was an uncomfortable and inaccurate judgment to make. Given our limited interaction and the absence of any behavior that would warrant such comments, these encounters felt entirely inappropriate and were the low point of what should have been a relaxing evening. I hope that management takes this feedback seriously, as the lack of professional etiquette and the poor attitude displayed by the lounge team significantly impacted our stay. I trust you will look into these service standards to ensure future guests do not have a similar experience.

Nice hotel in a quiet and well-located area

The comfort, the decoration, and the service

Not to the standard of Bonvoy

I felt this hotel fell very short of my regular Bonvoy experiences. I was pleased to be emailed prior to arrival to be advised I was upgraded as a platinum member and would have club, breakfast, and laundry included. Upon check-in, I was told no laundry as I was using points for my stay. Then my room had a faulty shower. I was given another room to move to with no offer of help. That shower worked but only on one setting. I also did not get my room serviced that I moved to. I think any hotel that moves you should offer an apology and a small token, but nothing was provided. No follow-up at all to see if I was okay. On the last day, I had late checkout and asked if my room could be serviced since it hadn’t been the day before and have had this done many times. I was told no as I was checking out. All in all, an unpleasant experience.

Perfect, excellent stay!

The staff's welcome, the perfect airport-hotel transfer. The calm and the hotel's decoration. The laundry service and of course, breakfast.

Decor, comfort, scent, plenty of water and coffee machine, toiletries in the shower

Quiet oasis in a metropolis

This is our second visit to the Dutton Reserve. We love everything about the hotel. The interior design is a mix of modern and classic Chinese design. The rooms are comfortable and spacious. The staff were great, and the food outstanding. One particular benefit is the Executive Menu for snacks and drinks; they don’t have a Marriott M Club but offer amenities to members through the day in the lounge. The hotel location is very convenient. Very near two MRT stations and 3 major bus routes, a 7-minute walk to China town. And the Maxwell food center is nearby. The street in front of the hotel is quiet and attractive with shophouses on both sides. You feel that you live in a neighborhood rather than a modern development complex. If we return to Singapore, which is quite likely, the Duxton Reserve will be our choice of hotel.

A great stay in Chinatown

We stayed at the Duxton Reserve in Singapore on the Easter weekend. The room was comfortable, and we loved the decor of the hotel and the room. Many thanks to the hospitable and helpful staff, including Danial, Ali, and the ladies at reception. We look forward to visiting again.