Sofitel Singapore Sentosa Resort & Spa

The service was great, especially by Joshi and Marcus. Clean room and good food such as the cliff and the breakfast buffet. Drinks were great and not too expensive. The spa was great and the pool is lovely.

Our family stayed at the Sofitel at Sentosa Island and had a wonderful holiday. In particular the poolside staff made our stay so relaxing and special. Joshi, Marcus and Eidil anticipated our needs - even bringing pool inflatables for the kids and insect spray in the early evening. The italian restaurant The Cliff serves amazing pizza and Le Bar has a lovely atmosphere for drinks in the early evening.

Very good service from Joshi and Marcus, lovely hotel and pool. The food by the pool was excellent, the club sandwich was delicious. The cocktails and mocktails were enjoyed by everyone. We will try the restaurants over the next few nights and are hoping for good things.

We had dinner at Kwee zeen. It was a Super awesome buffet. Also, the excellent service from the staff there was icing on the cake. Farah went out of her way to make us comfortable. Will definitely come again! Thank you. Please continue your awesome work

I've been staying here fairly frequently since the 2015 rebrand and as an Accor platinum member for over a decade have stayed at a very high number of Sofitels throughout the world. I've even previously written several very positive reviews over the years for this hotel so it saddens me to give it a 1 star and rate it my worst 5 star hotel stay ever. The issue is really everything is poorly maintained and service quality is very poor. Every time you need to interact with staff you're in for a very tough time (except breakfast staff who were excellent). A few example: Prior to arrival I asked if I could use a platinum suite upgrade and was told it needed to be arranged prior to booking and then the upgrade would be to a junior suite. Other hotels I've stayed at have been able to work with me to use the suite upgrade and the upgrade has been bigger than to a junior suite (Even sentosa on most stays previously had upgraded me to premium without using a suite upgrade). I was asked on the standard arrival enquiry when I expected to arrive and said about noon. I actually arrived about 2.30 but after a very slow checkin I was told my room wasnt ready and to go to the bar and wait. I went to the bar but it was closed because a function was about to begin. I waited on a stool and ordered a coffee. After about 30 minutes they bought me an ice coffee but after I told them it wasn't what I ordered and they went to leave I said just give me that because I'd aleady been waiting 30 minutes and didn't want to wait 1 hr for a coffee. At 4pm my room was finally ready (thanks for the late checking) and i was feeling really uncomfortably because I'd spent all that time in hot city clothes and not dressed for the resort. Went to my room and saw there was no upgrade. Robes were old and worn with holes, pillow slips were torn with holes, amenities are basically nil now and I decided I still wanted the coffee. So I went to make one and realised the room had no milk. I ring room service and after 25 minutes on hold get through and luckily they promptly deliver me 2 little capsules. The area near the hotel is still nice so enjoyed a walk and a swim although usually they extend an invitation to me to visit the spa section so I can relax in the adults area although this was no offered so I swam in the pool (during school holidays) with a pool full of kids. I find the kids amusing so it didn't bother me. I used to really like the Italian restaurant the cliff but really don't know what they are trying to do now. I'm half Italian and make it a point to visit Italian restaurants throughout the world when i travel because I love to see the different variation places do but the cliff strayed so far from Italian food I'd say it was a random mix thrown together in no real manner. Although breakfast was nothing special this was the only part of my stay I could say service was good. Everybody was friendly and efficient. Checkout time for me was the final straw. I went to checkout and like to review the bill for accuracy. I went up but the priority counter was serving somebody else lined up in the very long normal cue. At one point the priority operator who served me previously walked past so i thought I'd quickly mention I was waiting to checkout if they got a moment. I got a sharp reply that they were busy and wait in the normal line. Time passed by and I see they stop serving in the priority desk so I assume will signal me over soon. But they ignore me and somebody else appears and they serve them. Time goes on and 10 minutes later they finish serving and get up and move towards me. But they get the person in front of me (who is now front of the normal cue) and take them to the priority desk to serve. One of the most basic expectations when showing extreme loyalty to a hotel is basic respect. I wasn't given this so walked to her desk, gave her my key and said I won't be returning to this hotel but she didn't care. After my visit I requested an emailed invoice when was sent to me and received an incorrect one. After I pointed out it was incorrect I received a corrected one but no note or explanation. Also found it very interesting how they handled my negative feedback on accor live after my stay. Most hotels would do a contact follow up but only the worst hotels would make the feedback disappear. Due to that I've posted on here.