I'd book online whenever possible, to have the emails with confirmation numbers. (Always "get it in writing".)
I booked online at Waterfront's website for Christmas last year, and then I cancelled online a couple of weeks before the date and online it produced confirmation emails. I still have the cancellation email and it has both a Reference number and a cancellation number.
Sorry you had that experience. It's a nice place to stay. Hopefully the credit card company will get it fixed.
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