Sofitel Singapore Sentosa Resort & Spa Hotel 5 stars

A few things surprise me not in a good way. As I stay in the hotel of 5 stars I am waiting that some things should be automatically included. First one, I am a person who can’t drink lactose milk, and your hotel service doesn’t provide lactose free milk with coffee drinks. In 2021, when the soy or oat milk are not a something special, it looks strange. Second thing, I stayed with my daughter, and because Singapore is a hot country we like to eat ice-cream during the day. But in your place you can buy ice-cream only after 12, this SOO strange. And this small things make a big minus to stay in your place. It means that your service don’t think about what if happens. And everything what your stuff can say is sorry. But this sorry doesn’t help to solve the problem, they even don’t try to do smth, and this disappointed also.

It has been a really pleasant stay. Food is delivered promptly and tastes awesome! We love the extra touch added with the desserts, fruits and wine! Oh yes sweets too! The villa is really clean and huge. We only have 2 issues during the trip which was quickly resolved. It is quite hard to get through the line early in the morning to order breakfast. We had our meals at the restaurant instead the next day and were so happy with the buffet spread. We spotted poop with worms and worm in the pool and they send someone down immediately to clean the pool even though it was really late in the evening. It touches me they understood the importance of keeping the pool clean so the children can use the pool safely.

Firstly, the moment we drove into the hotel drop-off point, there was no staff to assist with our baggage. Secondly, when we checked into our room, even though there was a small slice of surprise cake, with a birthday tag, when it’s neither our birthday but it was our wedding anniversary which I had mentioned in the email few days before check-in, it felt like the hotel was just trying do something, but without sincerity since the greeting was for a wrong occasion. Thirdly, we woke late and reached the restaurant for breakfast at 10.30am, the staff could not even offer us a cup of coffee when the rest of the hotel guests were still eating at their tables, mostly still halfway through, which were not even close to finishing their meal. Lastly, the staff seemed very strict about no early check-in and late check-out, by directly rejecting our requests due to hotel’s fully booked, without even asking why and offering any options. Which we observed the hotel was not even packed with that many guests, when we had lunch at Kwee Zeen on the day of check-in only 3 tables occupied, dinner at Cliff about 70% occupied which could include non-hotel guests, and when we passed by Kwee Zeen in the morning, it was around 30% occupied despite a Saturday, and also the vicinity was not even crowded for both days we were around. For Sentosa, we had stayed at The Barracks and W, their excellent services definitely had wowed us with luxurious experience, and we will definitely return to either for staycays. We feel that Sofitel is certainly very well maintained be it the hotel room, facilities and landscaping, however, it is lacking in customer services skills and that human touch, which made us both disappointed and adamant not to return even though we had plans to return for another staycay with our daughter.

The staff is excellent, but the hotel process and systems are very disjointed. I also realize its an oldhotel and the rooms give an old hotel feel

Generally I enjoyed my stay and probably will return because it's a really nice getaway. However I do think the service standards can be improved. Perhaps due to the pandemic situation, the staff (front desk and Kwee Zen's service team) seems to be far from 5 star standard. The front desk team while I can tell are generally quite helpful but they do lack the polish of a 5 star hotel. As for the service team at Kwee Zen, it's most definitely lacking. During breakfast, one of the staff broke a cup and glass flew everywhere. Accidents happen but it was how it was handled that was worrying. There was a staff who tried to pick up as many loose pieces as possible and another staff check on the nearby guests if they were ok. They then left. No staff was present to prevent people from walking over the broken glass which quite a few people stepped on. A girl was sitting directly next to the where the glass broke but nobody offered to move her. Later on when I had my lunch at Kwee Zen, the staff wasn't consistent on how Accor Plus benefits was applied compared to Cliff (which I had really good experiences with both my dinners). It was really hard to get service and there is lack of thought. I had to request for side plates when I made it clear the dishes are for sharing. Again I had to ask for a small bowl to share the soup and that never even came. When I asked for the bill, there seems to be an issue charging the meal to the room. I was okay to pay for the meal immediately but how it was handled again is very unprofessional. The staff was pretty rude about it and simply told me "I've no credit" so I can't charge to my room. When I asked "What does no credit meant" because that doesn't even make sense to me in plain English plus I just charged my dinner to my room last evening with no issues. The answer was just "no credit, you didn't put any deposit. You have to pay." This is pretty frustrating because this is completely untrue and pretty curt way of handling an issue with a guest. There was a deposit charged to my card on Day 1 and the amount charged is way more than the meals charged to my room so far, not that that should matter. Luckily a manager stepped in and went to check and indeed there seems to be an issue on the backend. He apologised and tried to handle it better. Eventually I managed to charge my dinner (from Cliff) to the room with no issue. However I really think the service team needs to be better trained and not immediately blame the guest for any issue.

the room card key broke down, i had to go to reception again to fix the cards

I choose to stay at Sofitel Singapore Sentosa Resort & Spa to celebrate my husband birthday on 19 Oct, we stayed there form 18 - 20 October. As I want everything smooth for my husband birthday so I booked 4 month in advance (in Jun'21). I also have signed up for birthday decoration to surprise my husband on his birthday, I specifically stated to do the decoration on 19 October, but to my surprise Sofitel was decorate our room on 18 Oct, the day when we check in! This completely ruin my husband birthday surprised! Inside the room also so many hazard, the room was not child friendly. Many open sockets and cables everywhere, so dangerous for active and curious toddler like mine. I also brought my own cooking for my son, as he is picky eater, when I call room service they advise that there is no microwave to heat up my son's food. I have no choice by ordering food from hotel which my son don't like, he only eat mushroom soup when staying there. To improve your hotel service, I believe you should at least have microwave in F&B for guest to heat up their toddler or baby food. When we having breakfast at Kwee Zeen, my husband order scramble eggs, we saw a bug/mosquito on the plate and he almost finish everything! you should improve your hotel cleanliness, I also have photo of this if you want me to send to you. The only thing that I like about Sofitel Singapore Sentosa Resort & Spa is the swimming pool, my son loves to swim there as the water us perfectly nice.

Very nice hotel, pool area, bars and restaurants. Room also very nice. Only downside was the location of our room- floor 1 of the Peace Wing. Felt like we were going down into a basement getting to our room and felt jealous of guests on higher floors!

While the pool experience was good, I think the buffet dinner was a big let down as the food selection was extremely limited and did not make for an enjoyable birthday celebration for my wife. The room was hot at times despite aircon being turned on and while there was birthday decorations, I think Sofitel Sentosa underperformed compared to the Beaufort from my childhood memories.

Staff from porter, front desk to service crew in Kwee Zeen and Cliff are very friendly and helpful. Prestige suite room is comfortable for family. Buffet breakfast and dinner offered decent spread of food and cuisine. Hotel is very near to tanjong beach and Palawan. Pool is great.

The big comfortable bed and the Lap Pool which we spend most of our time at. Kids were so excited whenever they spotted the peacock walking freely within the premises. The warm service from the HouseKeeping and Room service staff, working really hard to keep the guest happy. Only complain we had was the sound of the nearby construction site digging and piling.

The feel was indeed resort style. Staff especially housekeeping and pool staff (Marcus) were friendly, kind and pleasant. They made my stays welcoming.

1. I was transferred over by SO/ Sofitel, my complimentary night was being used twice and not restored. 2. I had purchased breakfast and set dinner which come with a curated 3-course dinner but was denied and informed that I had to pay for it. (End up, 1st night when to the cliff for dinner, was told that I had to pay for the dinner because it was not included in our package, we ate I only ate 1 appetitzer and 2 main courses. 2nd night went to Kwee Zeen, was told that we do have any dinner included in our stay, waited 30mins for your staff to clarify, which only then allow us to eat at the Kwee Zeen, the buffet is really bad, rice and bee hoon are dry and burn. Seafood are not fresh especially the scallops they are harden, the beef stew and some of the meat are hard to chew on. The dinner i had for my wife birthday was really horrendous.) 3. In room service was bad on multiple instances. 1) Tv unable to connect to external sources, asked for help but no one came. 2) Tv hanged unable to watch tv channel, called for help, was told that they will get a technician to help same thing happen no one came (I gave up). 2) Request to keep my birthday cake in the fridge, had to call twice to remind they finally sent someone up to help. 3) called a few times some of the calls was not answered. 4. During checkout, I am shocked when I was informed that I had to pay for room upgrade and accommodation, to be honest what the hell was that, I had paid fully for my stay in SO/ Sofitel, I was relocated here not by choice and I had to pay for it? This was my tipping point and I find that the service either Accor or Sofiel is ridiculous. During this trip I had been shortchange at multiple instances 1) paid for breakfast and 3 course set dinner for 2 nights but didn't get to enjoy it. Furthermore alot of time was wasted and mood was spoilt. 2) on 20th Oct the TV was down from morning to late afternoon, it was a raining day hence we stayed in our room most of the time. Ended up we can only watch some of the show on our mobile device instead. 3) room services got to be called more then once, I don't think I am unreasonable, I had mostly waited about 45mins-1hour before calling again. 4) breakfast, some of the options was unavailable, was told by staff we came down late hence the food are limited, we just got to choose what was there.

- Prior to stay sent several email reminder with requirements poor response after repeated reminders. - I asked for a living room with windows and was assure would be provided. - On check I was told no windows - however given the option to DOWNGRADE to lower room WITH NO EXTRA CHARGE FOR EXTRA BEDS..... by duty manager or option to take what I booked....

The hotel is situated in very good location with walking distance to the beach. The décor is Balinese vibe with a lot of greeneries and very peaceful which we love. However the hotel interior is a bit on the old side. The drink/fridge cabinet in the room has strips of laminate being chipped off, TV channels cant be turn on, which resulted we have to call for the technician for 2 TIMES. Our room is located at 2nd floor where we have to pass by the messy back of house to walk to our room ( I wonder why did the staff give us this type of room in the first place ) Breakfast standard is also average. Requested for late check out on the last day as it was raining very heavily outside, but the hotel staff didn't grant our . Looking at the capacity of the hotel that is barely 50% occupancy, that just makes us feel that the hotel doesn't value their guest enough. We paid $600 a night and would expect a better room and service. Overall its a pretty good experience for staycation. Don't think we will be coming back if service and hotel room didn't improve.