great service staff was friendly and welcoming

Most of the worst experience I had spoke with Miss Rhea personally. The general experience was not good as was expected. My partner, although name and instructions provided in advance to the team, could not get a key and had to wait for more than half an hour until my own arrival. The team is totally senseless of time. Every single request needed very long waiting. (1) Every time we need a buggy, we need to wait for a long time. The worst case was on Tuesday, I asked a buggy on 10:38, butler's first reply was almost 10 minutes later on 10:47 and saying we need to wait another 5-8 minutes for a buggy. Finally we just walked out and get an idle buggy immediately and we checked with the driver, he was not on any call anyway. (2) I asked about the SPA voucher, waited for more than one hour and could not get any specific answer. (3) Last day's breakfast, we ordered food around 10:45 and waited more than 40 minutes until we get most of them, while the Laksa was raw, not cooked, the manager come and get us a new one after another 10 minutes. This is bad.

Nice, well appointed villa. Thank you for the complimentary birthday cake.

Dear Mr Viterale and the Raffles Sentosa Management Team, I am writing to formally complain about the conduct of your Hotel Manager, Mr William Numa, at my checkout on 26 October 2026, and about charges on my bill that I believe were raised in error. My family and I stayed at Raffles Sentosa from 24 to 26 October 2026 to celebrate our baby's 100th day. I stay exclusively at five-star properties and, through my memberships and cards, have stayed at luxury hotels around the world, including Raffles in Singapore and Bali. I say this so the standard I am measuring against is clear: what happened at checkout was the worst service experience I have had at any of them. The stay itself Until checkout, the butler service was good which is exactly the standard Raffles butlers pride themselves on. The team went out of their way for our baby's celebration, and their handwritten welcome note meant a great deal to us. The butler team also told us we were VVIP guests. That is precisely why the way our stay ended is so unacceptable. Disputed charges (approx. SGD 287 of the SGD 464.19 charged) I was charged SGD 464.19 at checkout and was not presented with an itemised invoice or receipt for it, only the card terminal slip. For a hotel of this standard, that is unacceptable in itself. Based on what I was told verbally, I dispute the following: In-villa breakfast – SGD 187.04. On 10 February 2026 I booked two identical stays: reservation QDBPFXNC (21–23 March 2026) and QDBPFSBF (24–26 October 2026). Each consists of one night on the ALL Accor+ Explorer Bed and Breakfast rate followed by one Member's Stay Plus Benefit night. In March, breakfast was not charged on either morning. In October, on exactly the same terms, it was. Any reasonable guest would expect the same booking to be treated the same way, and asking why is not an unreasonable question. Please explain the difference or refund this charge. In-villa lunch – SGD 59.35. I was never presented with a receipt when the food was delivered. The staff member told me he was the only person on duty on Monday 26 October and was too busy. Your staffing shortfall is not my responsibility, and it does not justify charging a guest without proper documentation. Please provide the itemised receipt. Alcoholic beverages from the in-villa bar – approx. SGD 40. I was told the canned drinks in the villa were fine to offer my guests at the party. At no point was I informed that alcoholic drinks would be charged. But this is the smallest item among the grand scheme of things. Conduct of the Hotel Manager All I wanted was to understand why breakfast was charged this time when it was not in March under the identical booking. Liz and my butler, recognising the issue, called Mr Numa over to help. I was seated with my wife, and our baby when he approached us. Instead of helping, he: Spoke condescendingly, in the lobby in front of other guests, in a tone that suggested he wanted to pick a fight rather than resolve the problem; Appeared flustered and told me he was in a rush and had a meeting to attend. His schedule is not my concern, and it should never have been made mine; Raised his voice at me and my wife in front of our family and our baby; Insisted I had to pay without explaining a single charge; and Deflected responsibility by blaming Accor, as if that answered anything. I was told I was a VVIP guest. I was not treated like one. I would not expect a guest at any hotel to be spoken to this way, let alone at a Raffles property. To be clear, this is not about the money. I am entirely able to pay. I asked for a clear explanation before paying charges I could not account for, which is a basic and reasonable request. Only five minutes before this happened, another butler had asked me to leave a good review. Instead, one manager undid three days of excellent work by his own team and spoiled a once-in-a-lifetime family milestone. I understand Mr Numa is relatively new to the property and to Singapore. That may explain his conduct, but it does not excuse it. I seriously question whether his handling of this meets the standard expected of senior management at Raffles. What I expect A full itemised invoice for the SGD 464.19 charged. A full refund of the disputed amount (approx. SGD 287), or an itemised explanation of each charge. Written confirmation of why reservation QDBPFSBF was treated differently from QDBPFXNC. A formal response on Mr Numa's conduct and what will be done about it. Attached are both booking confirmations, issued in February 2026, about 3 quarters prior. I have been a returning Raffles guest and would like to remain one. I expect a written response within 7 days. Failing that, I will escalate further and pursue the disputed amount through my card issuer. Yours sincerely, Kevin P.

I called the team to make reservations, but there was so much of conflicting information and so difficult to book a villa with them, infact if you go through the call recordings, i had to follow up thrice to get a reservation, they failed to meet their end when they had scheduled a call back, they failed to send relevant information and plan timely, i had to pay more just to make sure the decorations reached on time because they started working on the requests late, additionally due to their late planning, they failed to pick us up from the airport. They did not know if they could pick me up from the FBO or which terminal to get to the tarmac. Otherwise in person everything was smooth, organized, structured, respectable, graceful, gorgeous, and all needs and wants were very well catered too.

A little disappointing that at this price point, Accor gold benefits didn’t apply… no room upgraded (although guest services gave me late check out instead), no welcome drink (only the standard drink which everyone gets), and amenity is 3 fruits? Aircon became faulty on the 2nd day and took a while to fix. First time at night, didn’t work and had to ask them back the next morning. Advertised activity on the newsletter wasn’t available as well. Staff service was mostly good though.

Villa very nice and comfortable . Restaurant very average food wise and overly price for what it delivers Overall staff very inexperienced

Overall, we had a very enjoyable stay and would certainly consider returning. The room was beautifully designed and thoughtfully renovated, offering an open, spacious, and comfortable environment. It is an excellent choice for both family getaways and couples seeking a relaxing retreat. However, the check-in experience could be improved. We arrived at approximately 3:15 PM, shortly after the official check-in time of 3:00 PM, but were only able to access our room slightly after 4:00 PM. The process felt unnecessarily lengthy and could have been managed more efficiently. The breakfast buffet was another highlight. I particularly appreciate hotels that offer an à la carte menu, as it adds a more personalised touch to the dining experience. That said, a greater variety of selections would make the experience even better. The hospitality of the staff deserves recognition. Everyone we encountered was warm, welcoming, and accommodating. While some team members appeared relatively new or inexperienced, their genuine effort and willingness to assist were evident and appreciated. One disappointment was the communication prior to our arrival. I attempted to contact the hotel using the instructions provided in the pre-arrival email but received no response. As my wife and I were celebrating our wedding anniversary, I had hoped to share this occasion with the hotel beforehand. Unfortunately, the lack of communication meant that the message never reached the team, which was a little disappointing. Despite these shortcomings, we thoroughly enjoyed our stay and would happily return. The hotel has excellent hardware, with beautifully appointed rooms and impressive facilities. The software, particularly operational efficiency, communication, and service consistency, still has room for refinement. With some improvements in these areas, the hotel has the potential to deliver a truly exceptional guest experience.

My stay at Raffles Sentosa Singapore was nothing short of perfection. From the moment we arrived, the legendary Raffles hospitality was evident in every detail. The resort strikes an incredible balance between historic heritage elegance and modern tropical sanctuary, nestled in lush greenery that makes you feel a world away from the city. The villa was breathtaking—spacious, impeccably designed, and offering absolute privacy with its own stunning private pool and terrace. The butler service was exceptionally attentive, warm, and intuitive, anticipating our every need with grace and discretion. Whether enjoying a quiet morning surrounded by nature or indulging in world-class amenities, every single moment felt bespoke and luxurious. If you are looking for the ultimate luxury escape, Raffles Sentosa Singapore is unmatched. An unforgettable experience from start to finish Will be coming back every year for my wife birthday celebration. Once again, thank you for the wonderful experience

I am a fan of the layout of the villa. The living area in one villa and the bedroom in another. The villa is extremely spacious and the bed really comfy. Nice touch of welcome amenities with chocolates, shine muscats and cocktails with complimentary non alcoholic drinks. The plants around the pool were well manicured to give the villa a relaxing atmosphere. Dining at the Empire Grill and Royal China was great, but service I felt could have been more attentive. Overall, an extremely enjoyable stay at the Raffles Sentosa.

First time staycation at Raffles Sentosa. Our villa was next to the reception house but still quiet and peaceful. We enjoyed the lunch at empire grill and dinner at royal china. All the staff who attended to us are very attentive and friendly. Thank you to elise who greeted us and brought us back to the villa to check-in. The bowl ritual is first of a kind. We wish we would stay longer.

Fantastic!

Check in was long, didn’t get to check in even after the official check in time and had to chase and follow up multiple times. Staff was well intentioned but service was slow. Other than that the hard product was amazing, better than the one bedroom villas at Capella.

fantastic villa, staff responses were immediate which was amazing, in short an amazing stay but I only have one issue, the food was a disappointment, limited in room dining, food standard for the price was like not worth at all. if the food quality and taste can be improved then this is will be a 10/10 rating! with that said we will still return hopefully in our next trip we get better food

Was told we couldn’t dine at restaurant for Breakfast as there was function going on. Told to order room service but took more than one and half Hours to serve breakfast in villa despite multiple calls. When breakfast came , items were missing ( croissants) Extremely unpleasant check out experience. We called buggy to pick us up but buggy driver made a comment to my pregnant friend who was struggling to zip her luggage that she shouldn’t have called the buggy if she wasn’t ready. Did not offer to help her despite her being 7 months pregnant. Instead was very rude.

Cleanliness in restaurant was not up to standard. We were served cups with lipstick marks. Duvet also had a stain. Late check out was not given as no one got back to the request even though it was requested 1-2 weeks in advanced. Service recovery had to be requested as well.

Extreme premium rate in SG but extremely disappointed hotel service quality. You would face a late check-in without notice, missed required items to your room, non refilled mini bar, and a lots of apologies and promises but can’t achieve, from manager to supervisor.

The grounds and villas are wonderful. But it would be helpful to have maps of the grounds so we would not have gotten lost twice. The service at the restaurant was so painfully slow we never got to order anything the first day as we had to leave for scheduled activities. We also had to ask for coffee 3 separate times to finally get coffee 35 minutes after asking for it when we sat down.

Toilet lool like handicap toilet. Bathing & toilet no partition in between . Chef cook asian breakfast very arbitrary .