Sofitel Singapore Sentosa Resort & Spa Hotel 5 stars

Check in was fast, however my room was situated next to an electrical door which I can constantly hear the electrical sound. Waited for almost 30mins for a check out process even though there’s only 2 person in front of me.

Would have given a 9 rating on satisfaction, if the Accor plus 1 for 1 dining discount was not withdrawn during this period. Appreciated the upgrade. The check in Staff Ms Sarah was very extremely helpful. Initial room (Suite) had an unpleasant smell in the room and she immediately attended to the problem and allocated another room. Thank you Sarah. Overall a pleasant Stay, room was clean, swimming pool floor though clean does not give one that impression. The swimming pool floor tiles needs an upgrade to lighter color which is pleasant to the eye. The free use of Giant bicycles is a nice touch. Easy access to the beach via the boardwalk. Will be back, enjoyed the peace and tranquillity. Thank you to all the staff. Hope to see you all again.

Apart from the restaurants and pool which were ok. Cleanliness in the room, the corridors along the rooms and overall service levels have dropped significantly.. not matching the levels of a luxury property

It’s my first time visiting the resort run by Sofitel. The last time I stayed on the property was when it was known as The Beaufort. The most notable part of the experience is the pleasant, professional and friendly staff we came in contact with during our stay. The room was lovely, even though the bathroom was much smaller than one had imagined looking at photos from the resort website. The only downside of our visit was the in-room dining experience. We called for Room Service just after 12noon and while it is understandable that the F&B team was busy during lunchtime, our order didn’t arrive until close to 2pm and by the time it did - our lamb chop portions were clearly overcooked and dry.

This was my first time staying in Sofitel. The check in was alright. However there were some dirt at the bath tub and ants in the bathroom. My idea of a resort would be a schedule of activities for customers to choose from based on my past exp of staying in other overseas resorts. Food wise at the cliff was a little on the salty side. Service at both Kwee zen and cliff need to be improved. Service was slow and have to prompt for the order. Also many young and inexperienced waiter and waitress who are quite clueless. Morning breakfast at kwee zen seems like a hectic day for the service personnel, chasing the peacocks and pigeons away and at the same time trying to attend to customer. Not a v pleasant experience to dine in. I requested for children cutlery and it was given to me all wet and one of it was stained. My congee was served with the dim sum basket placed on top of it. I would have expect a better presentation of my breakfast.

This is not the first time that I stayed in Sofitel Sentosa...my initiate booking was with SO Sofitel Singapore as I haven't been there before and I wanted a cosy and romantic hotel. Was a bit disappointed when I was told that due to the current covid situation they have decided to close the hotel for leisure and they have transferred me to Sofitel Sentosa instead. Actually this is the third time I'm staying with Sofitel Sentosa. First time, I stayed in prestige family suite, second time, luxury room and this time on top of my complimentary stay under accor member I did an upgrade to junior suite with a reasonable price. The room was so cosy and I do have a wonderful there.......it actually is good place for recharging. Definitely a good place to have a romantic evening with your love one. The service was good, the check-in was quite smooth and I do not have to wait too long. Maybe is also because I did my check-in after 3:30pm. This time round my room was quite towards the end, so it might be good if someone (if there is sufficient manpower) can lead me to my room, instead of just providing verbal direction. But it is also an enjoyment and excitement while searching for the room. Once again, thank for you the arrangement and definitely it is a nice and cosy place for a rendezvous or a romantic get together. If opportunity arise and pricing is reasonable, I will definitely be back again. It is really has a mini holiday feeling.

Sofitel Sentosa has a great location. Peaceful and serene. The food is really nice. Overall the experience is at 10 but the pool is a bit outdated. There is no lines on the staircase and it’s hard to see anything. My son tripped and hurt his foot. Some painting of the tiles will help.

Food was great! Room was stylish and spacious! Service staff friendly and approachable. Hotel atmosphere felt serene yet posh.

Amazing hotel, good service, fun experience and nice atmosphere

I enjoyed the ambiance of the property. I just felt it wasn't what I expected for the 'warm' service which everyone reviewed. I just felt that even if the situation at the current status is as it is, nothing should actually be compromised. I could only say your concierge staff were the best and made me feel welcome throughout my stay. I was celebrating my anniversary with my partner and even she told me she doesn't feel the warmth of the hospitality .

If you want to get away from the city for relaxing stay, this is one hotel recommended.

I booked this hotel on Klook for a 1 day staycation to celebrate my wife's birthday. I was instructed by both Klook and Sofitel's email to refer any queries or requests to the email h9… However, despite multiple email requests and follow up emails, I did not get any replies. I wanted to request for an upgrade of the room to a suite and to request for some special arrangements to be done for my wife to surprise her, but no contact with me was made. On the day of the stay, none of our requests came through, which means that my email was not read at all. Both me and my wife was terribly disappointed that the hotel did not put in any effort to follow up on our emails. It also happened that the room that we were checked into, Rm 466, had a faulty air-conditioning system. The room was pretty warm and uncomfortable. This persisted for a few hours before we called One-Touch service to contact the maintenance to have a look. Maintenance took about 20 mins to repair the air-conditioning in the toilet, which we were using halfway through to prepare to go out for dinner, which delayed our plans. I was quite infuriated and requested for a change of room. However, it was so tough to get in contact with the reception for this request as it took 15 mins just for them to call back after requesting One Touch service to ask them to contact me. Again, all this waiting has delayed my plans to celebrate my wife's birthday dinner. When we felt that it was hopeless to wait for a phone call from the reception, we decided to go down the reception directly to ask. However, there were queues for the reception, and it seems like there was only 1 person assisting with reception service. After waiting another painstaking 10 mins to talk to the reception. We communicated all our displeasure with the reception staff and requested for a change of room, and also requested for an upgrade to a better room, after being treated with such lousy service. At this point, the reception staff told us they will assist with the change of room, and help us with the moving of our luggage over to the new room, and will deposit the room cards with concierge. We then proceed with our delayed dinner plans. After dinner, we had arranged for another event in Sentosa and we wanted to head back to our new room to refresh ourselves before heading out. However, when we asked the concierge about our room key, we were told that it is with the reception. Again, there was a queue again at the reception and we had to wait another 15mins just to collect our room cards. With all that I have described above, we are very disappointed with our experience with Sofitel's room and reception service. We had paid a premium price for the staycation with this hotel, but it felt like we had received service worse than any other hotels that we have visited before. There was also no offer to communicate their shortcomings and no offer to make amends to make our stay more enjoyable or comfortable after the horrible episode of the air-conditioning fault. Both my wife and I are very disappointed that all of this happened on my wife's birthday, a special day for us both. The stay with your hotel was quite a horrible experience and we will make it known to all our family, friends and colleagues about this and urge them to never visit you again.

Pool and rooms were great, but breakfast required a queue to enter, and 30min wait for the food with little choices and small servings. Had to ask 3 different staff on the status of my food. Compliment to 1 of the servers, a male who's older in age (not in the black jacket) as he noticed our breakfast did not go through and he went to check on it. Also peacocks are nice but having to constantly chase them away from our food wasn't relaxing. Maybe consider putting a gate during meals so peacocks can't get in?

Overall was great , but I do realise that there are a few shortage of staff during the check in time and during breakfast time . Breakfast staff wasn’t that welcoming , The ladies ( breakfast staff ) were not friendly at all and wasn’t even bothered to smile. Thankfully , there was an tall chinese uncle in specs who managed to engaged us and were welcoming. Room was clean and neat though abit old . The cleaning / room staff were delightful , they were all smiley and welcoming.

Booked the retreat to sanctuary package via Klook for our 1st year anniversary. It was a tough choice between Sofitel and another luxury hotel within the CBD. Decided on Sofitel due to their couple spa inclusion. Months prior to stay, had emailed them to inform that we are celebrating our anniversary and wanted them to be aware to provide any special perks or add-on. My email, FB msgs and IG msgs were completely ignored and not responded to UNTILL someone called me to confirm my spa appointment. Extremely disappointed in such customer service of a luxury brand. Finally when someone from guest relations replied my email, they didnt bother offering any anniversary perks and instead sent me a whole decor catalog to choose my own decor with additional costs. Utterly ridiculous!!! I work in a 4 star hotel myself and the moment we know we have birthday or anniversary guests, we auto upgrade them, provide them a bottle of champs, room decor and a cake all on the house! This is what guest experience is about. On the day of checkin, they upgraded our room but didnt care to mention this was an upgrade as part of our celebrations so we thought they were upgrading just all guests who arrived that day. When we entered the room, as expected, no cake no decor not even a handwritten note or card from the GM as how other hotels have done. I called them via OneTouch and reminded them we are anniversary guests and they said they will send a cake over. Finally the doorbell rang and a miserable, cold, dry slice of cake arrived with a grumpy lady at the door not even bothering to wish us. The best part of it all, the cake said HAPPY BIRTHDAY! Seriously a big joke. Thankfully my husband didnt have much expectations of your resort but as a hotelier myself I was looking forward to a proper celebration with top notch service but sadly even the pre-arrival experience to get in touch with your team left a sour taste in my mouth.