Sofitel Singapore Sentosa Resort & Spa Hotel 5 stars

The cleanliness and well maintained landscape, great food and services plus the benefits of Accor Plus membership make our stay a most wonderful experience.

Dear Team, In general my wife and me are Sofitel Sentosa lovers due to the resort style and we have stayed there before, unfortunately our most recent stay from July 21-22 was the worst experience we have ever had. Let me briefly explain why: - Initially we planned to have a staycation planned from July 21-23 but decided to cancel this on July 20 when the phase 2 had been announced by SG government. We had a call with the hotel and asked them also about the impact of dining in the room. In particular I was interested to know if it would be possible to add single items to the selected breakfast set. The staff on the phone confirmed this would be possible to have additional orders (e.g coffee, juice, egg) with no sucharge. After this statement we decided to have buffet breakfast on Wednesday, July 21 as walk in guests and book a separate Full Board stay for the same night at Sofitel Sentosa on site to make use of the dining out experience the same day. Moreover, we did not see much of an issue to have the breakfast the next day to be served in our room. - buffet breakfast was exceptionally well as known, however service staff at bread and cheese/cold cuts counter did not understand English very well and acted rather slowly. Those were also the points were long queues have established. - after finished breakfast I approached the reception and asked for their best rates for an overnight stay the same day. After a couple of calls the staff has made, I have been told that there is availability but she is not sure about the rate and will give me a call. After about 45 minutes I was still waiting for the call, therefore I went back to the counter to check on it. The staff confirmed to me the rates finally and I was able to settle the payment. While doing the booking, I asked for the definition and conditions when having the full board infinite package. She was not able to tell me any details, just that it would include „lunch and dinner“ at all the hotel restaurants. Only after a reminder I received the voucher for 2 free alcoholic beverages. - we booked a reservation at Le Bar at 8pm. After we have arrived, the waiter asked us if we have any reservation. We confirmed and he told us to take a seat inside even though we would have preferred sitting outside. We showed him our meal voucher and he just pointed at the drinks menu from where we could choose from. After asking once again about the meals, he told us we cannot redeem the vouchers at Le Bar but we should go to the Cliff to have our dinner. - Having arrived at the Cliff, we approached the staff who told us and showed us all the options we would have but all of them would come with a sucharge. After telling her that we have been told by Le Bar Staff to come over to have our dinner, she apologized and told us that this unfortunately happened before. She quickly aligned with her line manager and delicious dinner at no sucharge has been served to us. She mentioned to us as well that we would have the Option to have international dinner buffet at the Place where breakfast buffet is usually served. She recommended to us to take a look afterwards. - After the dinner we wanted to take a look at the dinner buffet, but we’re not able to see anything but staff preparing food containers for the next day where only room dining would be allowed. I was asking if there has been served a international dinner buffet at all that night, but I have been told that it is closed for preparations. - next morning we ordered breakfast via a phone call and wanted to order some additional items as confirmed before. The staff on the line told me this would not be possible at no sucharge. The breakfast has arrived (but not complete, 1 out of 2 eggs were missing for instance). However, this breakfast experience was the opposite to the one we had the day before. This was not at all 5 star breakfast quality. Only serving simple white toast bread and poorly made omelette (very watery, no cheese etc.) could not satisfy our expectations. - 1 hour before checking out I asked the reception if it would be possible to rent 2 bicycles. However, the staff told me that due to our upcoming check out he would not like to rent it to us anymore. In General we had the feeling that the staff was not very well informed about the current procedures and your full board offer. We received often different information on the same question which made it hard for us to make a decision and which got us confused. If we would have had more information about the limitations on in room dining (e.g no extra order at no sucharge as promised) we would not have stayed for a night. We do have a upcoming booking on August 18 which we had to shift due to the phase 2. At the moment we are struggling if we would like to take this again or if we rather should cancel it and stay somewhere else. Thank you. Best regards Dr. J. K. and Dr. Katharina Nuetzel

Room was clean. The shower has inconsistent water pressure and heat, even tho no one else was using the bathroom in my hotel room. During the stay, the TV remote was unable to use due to low batt - had to call for maintenance. At breakfast(8+am), Outdoor porridge counter set up was unprepared and cause unnecessary wait. Overall breakfast spread and the coffee was good. Pool: would prefer longer operating hours as I enjoy early morning swim. Hotel exterior feels dated as the corridor drapes, chairs were stained due to rain or other natural element. Overall, I am unlikely to stay at the hotel again.

Overall really enjoyed our 3 night stay at Sofitel Sentosa. The room was spacious with a separate living and sleeping space. The breakfast, while a bit busy and sometimes chaotic, was decent with everybody clearly trying their hardest to get orders out and to help the guests. The location is fantastic, straight onto the beach. We borrowed 2 great mountain bikes for an hour or so of cycling around Sentosa. The dinner at The Cliff was great, with friendly helpful service. I really want to call out Sudip, who I believe may be one of the Restaurant Managers for Kwee Zeen. We had a slight hiccup in trying to use our lunch/dinner vouchers we were given, where we had some left over and wanted to use for takeaway on our last day. There was a mix up between the Cliff and Kwee Zeen about how I could use. Rather than just send me back to the Cliff, Sudip spent time speaking to the other restaurant, confirming with them we didn't have to pay additional fees to use the vouchers, walked me back over to the restaurant and personally took my order. THAT is the type of service Hotels should be offering, and when that is your last interaction with the hotel before leaving, it could have easily gone the other way and left a little sour taste in our mouths. But Sudip went out of his way to support us. Great service, really appreciated, and would definitely recommend Sofitel to friends and potentially stay again.

Very nice resort, very relaxing. Awesome service.