SINGAPORE

This one involved two guests in November 2025, yes, just two. Somehow, that made it even more memorable. They had booked an airport transfer to the Pan Pacific Orchard, joining a larger group tour later on.

On arrival, our driver did what most of us would do and checked: “Pan Pacific?” – The guests confirmed.

Here’s the catch, in Singapore, “Pan Pacific” historically means Pan Pacific Singapore, the original hotel. Pan Pacific Orchard opened later.

The driver, following his usual instinct, confidently dropped them at Pan Pacific Singapore, the hotel everyone assumes when they hear “Pan Pacific.” Meanwhile, our group coordinator was already waiting at Pan Pacific Orchard, completely unaware anything had gone wrong, smiling professionally and ready to greet… absolutely no one.

By the time the mix-up was discovered, our driver and vehicle had already left, with no choice, the guests arranged their own transport to the correct Pan Pacific, enjoying an unplanned bonus city transfer along the way.

When they finally arrived, our coordinator did a normal, cheerful welcome: “Welcome to Singapore!” The guests’ reply, perfectly timed: “Oh… what a welcome.” And just like that, the air was filled with awkwardness.

After a thorough review with our operations team, we offered our sincere apologies to the guests and reimbursed their transfer costs. Lesson learned: always share the full, correct hotel name and address – because in travel, small details decide whether ‘welcome’ happens at the right front door.