I have been staying in Royal Plaza 4 times since 2013. The rooms were newly renovated in 2019 to a modern look. Somehow I prefer the old rooms better as they feel more luxurious despite the age. The new rooms feel more like a 4 stars hotel room.
The check in staffs were efficient and hospitable. Unfortunately, they were unaware that this hotel is a hotels.com VIP property, and that hotels.com gold member guests are entitled to free room upgrade and free 2 hours late checkout.
When I checked in and asked them for late checkout, I was told that the hotel is fully booked on the day of my check out so they cannot give me a late checkout. On the day of checkout, after checking my reservation and finding out that this hotel is a hotels.com VIP property, I explained to the check-in staff that hotels.com Gold member guests are entitled to a free upgrade and 2 hours late checkout as shown on the hotels.com listing. None of the other staffs at the front desk were aware as well, and when they checked with another backoffice staff, they came back with the same answer. Only after I showed them the hotels.com confirmation (which was not in English and need to be translated), and the offer on hotels.com app, did they approve the late check out. However, I missed out on a free room upgrade.
Nevertheless, I still enjoyed my stay in the Royal Plaza on Scotts, and the check-in staffs were professional and courteous.