Sofitel Singapore Sentosa Resort & Spa Hotel 5 stars

Overall a very pleasant experience, except the pool water smell and taste weird - it is not the normal chlorine smell. The pool recommended to refurbish.

We were overall happy with the meals, the environment and the room during our stay but if there was one thing I had feedback on it is the horrible service prior to arrival when I was trying to book for a Spa service for my husband and I. I had called the Spa multiple times but they were always unanswered. When I finally got hold of them, they said they didn't have any times available on my day of stay until I pressed on. Then they offered split times which were really inconvenient as we had to also check in. So I tried calling back to try and ask for a change, again could not get a hold. Had to call reception to get them to help. Then someone finally called back saying we had a booking for a couple at 6.30. Fast forward to the day of, the spa called and asked if I was aware I had an appointment at 2.30? So the whole process with the spa was inconvenient, confusing, unpleasant and honestly quite a turn off. We also feedback to front desk but they didn't have any sort of recovery for us. They basically did nothing to make up for it. I wonder if our feedback was even passed on. Keeping in mind it was supposed to be a nice 5 star hotel birthday treat for both of us but it turned out to be quite disappointing and so challenging even before we arrived.

Really great and friendly and helpful staff. Ryan was excellent and a credit to your organisation.

Prior to the trip, I wrote in on 24 Mar 2021 to make some enquiries on booking the facilities after receiving a confirmation email on 8 Mar. Following the non-response, I resent the enquiry email again on 2 and 5 April respectively but still did not get a reply to my queries. I then went onto the hotel's website on 5 April to leave my contact details, following which a reply was made by a reservations representative on 7 April. By then, it was already pretty close to my booking date on 11 Apr. Finally on 8 Apr, I received a Pre-Arrival Registration link to book the facilities but to my surprise, I was unable to get any slots for the pool on 11 April itself - the only available slot was 12 Apr, 1pm (after my checkout hours). I felt that such emails should have sent out in advance especially since slots are very limited given the current situation. Fortunately, the concierge was able to assist to move the pool slot forward upon check-in or it would have been a very unpleasant experience.

Stay was comfortable and quiet. The check-in took longer than expected but the staff that was attending to me was very detailed in addressing my questions. The location of the hotel is quite secluded. It would be great if there are activities within the hotel for guests. For guests who wish to explore the island, it would be great if there was shuttle bus that pick up and drop off the guest at popular destination such as Resort World and beaches rather than just shuttle between Vivo and the Hotel.

thank you for having us. service and dinner were great. but the room and facilities might need a bit of refurbishment. there was a strong, musty smell in our room. TV USB port was inaccessible. there were tiny white bugs crawling on the wood panels beside the bed. bed was also too soft.

The location is very nicely done. Very clean and overall goods service. The pool area is very relaxing. Breakfast is good but due to the covid measures not buffet style.

Love the breakfast spread. Hotel made me feel like I’m overseas in this pandemic. Clean room and toilet.

The stay was perfect - from the breakfast to the rooms, the facilities. Couldn't be happier. Booking experience was unsatisfactory. Had been asked to indicate booking timing - which I did for a morning slot. 1 day prior to the check in I was told it was an afternoon slot. Am ok to book in anytime but would have been nice if there was a heads up. I had to call up the hotel to confirm, message Expedia etc. Was not pleasant and had to replan my day around the sudden change. Staff was nice in explaining so I appreciate it.

Great

Light bulbs were not functional, bath tub had stain that looked like dried blood. Cups were dirty and appeared unwashed. Despite the aircon being turned on and all windows closed, we had so many insects flying around the room the whole night.

My experience was marred by the level of service (or rather the lack thereof). I was given contradictory information by the service staff. Having stayed at Sofitel Sentosa on previous occasions, I am appalled. Or perhaps given the level of expectation I had having recently stayed at Sofitel City Centre, I was spoiled. Having done an online check in, I did not expect to have to wait at the front desk. Nor were the standards applied consistently, my wife was informed that she had to leave the check in counter at the start whereas other counters did not insist on the same for the other couples checking in. My request for firm pillows at my check in was not met. Also, received contradictory information on my request for a late check out and my enquiry regarding breakfast. It just went downhill from my check in experience thereon.

It's short getaway during Easter break. Great services by the hotel from check in until check out. This is our second time staying in this hotel and we still would love to come again. The shuttle bus is punctual. The access to the beach is good. Happy that they move the kids club to the main building.

It was our 3rd 3D2N staycay at Sofitel Sentosa, this time with my 3rd son, his wife & baby. Understand hotel was full house. Yet staff were quick to respond to pur requests. Kudos to staff. American breakfast were acceptable. Indian dinner at Kwee Zeen not so good.

We booked a 3D2N staycation in March to celebrate my husband’s birthday in the premium family suite. Overall, it was a pleasant experience. Checking in and out was smooth; hotel room was clean and spacious; and the bed was really comfortable! We enjoyed the quiet environment within the hotel and its convenient location. We were also selected as the “Guest of The Day” with perks and that was a great surprise! If you drive, there’s a carpark within close proximity. If you don’t drive, you can take the tram from behind the hotel to head to the beaches and the tram station, as well as very regular shuttle buses. We felt the breakfast service and quality of food could be improved though. Also, it will be really nice if the hotel could accommodate a later check out timing during off peak periods.