Sofitel Singapore Sentosa Resort & Spa 5 stars

Customer review rating (ALL Rating) 4.0/5 3,717 reviews

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2 Bukit Manis Road, Sentosa, 099891 SINGAPORE, Singapore

Description

Hotel extras

  • Tranquil sanctuary amidst lush greenery and panoramic sea views

  • Culinary delights bound to tempt the appetite and tease the palate

Our accommodation(s)

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Hotel location

Sofitel Singapore Sentosa Resort & Spa

2 Bukit Manis Road, Sentosa
099891 SINGAPORE
Singapore

GPS:1.24517, 103.827905

Telephone
Fax +65 6275 0228

Access and transport

Hotel services

Check-in from - Check out up to

On site
  • Swimming pool
  • Car park
  • Pets welcome
  • Shuttle
  • Restaurant
  • Wheelchair accessible
  • Fitness center
  • Wi-Fi
  • Air conditioning
  • Breakfast
  • Bar
  • Meeting rooms
  • 100% Non Smoking Property
  • Room service

Our guest reviews

Our guest reviews

100% genuine reviews from our guests

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ALL Rating  4.0/5  3,717 reviews

TripAdvisor Rating  4.5/5  6,859 reviews

Certificate of excellence 2023

A sub-par Resort

TripAdvisor rating 3.0/5

Vanessa_Lamberte Families - TripAdvisor review

Our experience at the Sofitel Sentosa Resort wasn’t of a 5-Star standard especially that we’ve just came from an amazing stay at The Apurva Kempinski. The service rendered at Sofitel is comparable to that of a 3-Star hotel or lower. There were numerous miscommunications between departments. The first error upon arrival is my incorrect surname. They spelt my last name. This tiny detail is just as important. Kempinski personnel are very attentive and with keen eyes to details, but I didn’t see that from any of the personnel from Sofitel. At Kempinski, we were spoilt with gifts from arrival to the end of our stay. None of that was received at Sofitel other than one tiny chocolate cake when we arrived. At Sofitel, one of the inclusions was a two hour canapés for two adults per room. The one time we went to try their canapés, they made sure we only get one set of 5 types of small treats. Apparently that was all we were entitled to. Whilst we stayed 5days at Sofitel, we only availed the canapés once. And yet I had to explain twice to two different servers that we are entitled to two sets each as we booked two rooms. It didn’t feel right that I have to explain when it clearly shows in their A4 sheet with the names of guests and the room numbers. There were two rows of my name, and yet it feels like I was in the wrong. They were quite hesitant to give us the tiny treats when they were not even that great. The Apurva Kempinski has a buffet of treats while Sofitel was not even close to 1% to what Kempinski has prepared for their guests. The service was definitely not of a 5-star. We were also seated in the sunny area of the bar. I felt the inside with overhead fans were reserved to other guests but not for the guests who had prepaid the stay. We had all our dining inclusions booked ahead of time, but the Friday dinner was cancelled due to an event. We were happy to work with them and they offered an in-room dining. However, the lunch booked on Sunday (the day we checked out) was extremely disappointing. We were asked if we booked during breakfast and told us that we must make reservation as they are busy on Sundays. We told them in two occasions that we have a reservation. And yet when we got there at 10.50AM, they were confused to receive us. It is as if they did not expect us at all. I suggested that if they are busy we can do the in-room dining but the floor manager responded that they can accommodate us and told us that there will be a lot of movements because they are preparing for the lunch which we understood and accepted. We knew exactly what we wanted and ordered immediately. However, it took 28minutes for a spring roll and Caesar salad to come out. Then, the mains took even longer - 40minutes that is! I ordered Chicken Rice while my husband had stir fried noodles with bbq pork. A few of them looked at us and knew we’ve been waiting, but none of them did anything including the floor manager until I asked one of the servers. Only then something was done. We watched them received other guests with warmth and smile while we patiently waiting for our mains. We finally got our food but 40minutes later. They apologised but by then I was already upset. They knew we were coming; they knew we had been sitting for awhile and yet they did nothing. I found their apology scripted and something they are trained to say when they mess up. I felt sorry for the server who took my rant when I knew it wasn’t his fault, but needless to say they are a 5-Star hotel. This is not something you’d expect in a 5-star hotel. The worst experience we encountered and had completely put us off is when my husband asked the Chinese driver of the big bus plate number PD2237K and only to be dismissed. The complimentary shuttle bus that we took on Wednesday 27th of November both to and from the hotel was a white small shuttle bus with the Sofitel brand shown on the side of the bus. We had the same small bus when we were dropped off at Resort World on the 28th. We then went to Vivo city by taxi to grab food as we missed our breakfast. We took the 12.30 bus, but to our surprise it was a large bus. We weren’t sure if it was the right one as we were expecting for a white small bus. So, my husband proceeded to ask the driver. My husband politely asked the driver, but driver was so dismissive and pointed at the A4 laminated sign with the Sofitel brand shown. He seemed annoyed that my husband interrupted his conversation with the other Chinese guest already seated in the bus. We weren’t sure of his answer, but we took the bus anyway. Then in the next three days, we observed how the same driver behaved towards others. We found that he is very accommodating and helpful towards the Chinese guests with conversation happening across the bus with guests seated behind us. We observed also that he was rude to the white Australian couple who got off the harbourfront. The couple asked the driver how to get to Vivo City. He pointed to the tunnel but seemed really annoyed to assist. We felt sorry for the couple, so we gave them the direction instead. There was an instance also when an Indian man with teenage kids asked the driver if the bus was going to a chess tournament. The bus driver was extremely rude and just completely dismissed the man by gesturing him to leave. It was a simple yes or no question and yet he couldn’t bring himself to answer the poor man. I hated taking the bus when he was the one driving but unfortunately, he was always the driver from Wednesday, 28th of December, until we left. I must say that it was not completely negative. There were a few positive encounters. Mike from housekeeping was always smiling and helpful even though he cleans the room by himself and I felt sorry for him that he was always on his own. Chandra one of the servers from breakfast was so lovely and gave us tips where to go and what to do. Penny one of the servers was also nice, but she was fast and always rushing things. She did get her job done, but she lacks warmth. Julie from dinner and Ruby from breakfast are both Koreans on a training program in Singapore. Both girls were nice and more accommodating than the other servers. Gana from lunch / dinner was also nice and always smiling. Gana was the one who took the brunt when I started expressing in a rather unpleasant manner when the restaurant had us wait for so long for our mains. He was very apologetic and did not even make any excuses. I did apologise to him and told him that it’s not his fault. Mark from front desk was also very nice, patient and calm. On the 28th of November, we were told at resort world that we do not need to pay for the monorail ride between Resort world and Vivo city and vice versa, but we do need to obtain the QR code from our hotel. So when we got back, we lined up to query about the free monorail ride. There were two at the front desk, one was Mark who was serving another guest and the other was a Chinese guy who was on the phone or his laptop. The Chinese guy at front desk knew I waited for awhile and did nothing to assist me. But when another guest of Chinese Singaporean descent lined up, he immediately stopped what he was doing and served her. I found that extremely rude. Too bad I didn’t get his name. I was glad to be served by Mark as he was very nice. After breakfast on check out day, we went to the front desk and asked them if we could have our lunch in our room after learning about how busy the Kwee Zeen will be for lunch. Mark served us, but the Chinese at front desk said “no”. We understood hotel policy, but they could have worked out something with us given that we gave them some leeway when they couldn’t have us for dinner on Friday. The incident on Sunday would have been averted if they had considered our suggestion. Our facility observation, the hotel is old and dated. The decor do not make sense and this is consistent across the hotel. The bed was comfortable and provided basic bathroom kits. My husband got bad diarrhoea on our second day after he drank the water from their filtered tap. I checked the filter, it was not dated. It is to be dated and changed regularly as what we do at home. I have attached some photos. It is a a dangerous thing to do. Luckily my husband felt better after taking the meds we bought from the chemist in Vivo City. The minibar had nothing except for coffee and tea which we never use. There was really nothing special or impressive about this hotel. Finally, I will not return to this hotel nor I’ll recommend this hotel to any of my friends and family.

Dear Ms Lamberte, Thank you so much for sharing your valuable feedback with us. We are truly sorry to hear that your experience at Sofitel Singapore Sentosa Resort & Spa did not meet the high standards we aim to deliver, and we sincerely appreciate you bringing these matters to our attention. We fully understand your frustration with the service and communication issues, particularly with your room inclusions and dining experience. We take these concerns very seriously and are working closely with our team to ensure clearer communication and more efficient responses in the future. We also regret the unfortunate experience with the shuttle bus driver. Our goal is to ensure every guest feels welcome and valued, and we are addressing this with the relevant team members to maintain a consistently professional and warm service. Regarding the water filtration system in your room, we appreciate you bringing this to our attention. Our maintenance team is already reviewing the situation to ensure the highest level of safety and comfort for our guests. On a positive note, we are pleased to hear that you enjoyed the service provided by some of our team members, including Mike from housekeeping, Chandra, Ruby, and Gana. We will be sure to recognise their efforts and thank them for their dedication to providing you with warm and attentive service. Once again, we truly appreciate your feedback, and we are committed to making improvements. We hope you will give us the opportunity to welcome you back to Sofitel Singapore Sentosa, where we will ensure you receive the exceptional experience you expect and deserve. Warm regards, Jayden Choo Assistant Front Office Manager

Customer review rating 4.0/5

Richard P. Business - Confirmed reviews ALL

Weekly traveller, the door staff and breakfast staff are on first name basis and make the stay like I’m back home. The food in the restaurants is bland, unappealing and not well presented or understood.

Bonjour Mr. P., Thank you for taking the time to share your feedback with us. It is heartening to hear that our Ambassadors, particularly Peter and the team at breakfast, have made your stays feel like home. Your kind words about their service and familiarity are deeply appreciated and will certainly be shared with them. We regret that the dining experiences did not meet your expectations, and we sincerely apologise for the shortcomings in food quality, presentation, and service at our restaurants. Your comments about the bar, tableware, and specific menu items have been noted, and we will work with our culinary and service teams to make the necessary improvements. Your observations are invaluable in helping us refine our offerings, and we appreciate your continued patronage. We look forward to the opportunity to provide you with a more delightful experience during your next visit. Warm regards, Jayden Choo Assistant Front Office Manager

Well located

Customer review rating 2.5/5

J. R. Business - Confirmed reviews ALL

1. Never have experience in room beverage provided 2 tablets of coffee and 2 sachet of tea bags. 2. Gym room roof leaking everywhere. 3. Insufficient lighting at stairs from restaurant to poolside as a results I missed the last step and fall and injured my knee (cracked knee cap)

Bonjour Mr. J., Thank you for sharing your feedback with us. We deeply regret the unfortunate incidents you experienced during your stay and extend our sincerest apologies for the inconveniences caused. The safety and comfort of our guests are of utmost importance, and we are truly sorry to hear about your fall on the staircase and the injury to your knee. Rest assured, we are reviewing the lighting in that area to prevent similar incidents in the future. Your concerns regarding the in-room beverage selection, the condition of the gym, and the quality of food and beverages have been noted. These matters have been shared with the respective teams for immediate attention and improvement. Your input regarding retraining is also valuable, and we are committed to enhancing our Ambassadors’ ability to deliver seamless experiences. We appreciate you bringing these issues to our attention and giving us the opportunity to improve. We hope to welcome you back for a much better experience in the future. Please do not hesitate to reach out to me directly should you plan another visit. Warm regards, Jayden Choo Assistant Front Office Manager

Halloween/Deepavali & Princesses Outing

TripAdvisor rating 5.0/5

KKChia Families - TripAdvisor review

My wife and I stayed twice in our ‘Home’ from 31 Oct-3/11 to enjoy Deepavali/Halloween and 28 Nov-1 Dec with our 2 Loving Princesses (Granddaughters). We and Princesses loved the swimming pool and spent numerous hours to laze around and appreciate the wonderful greenery surrounding situated on the hilltop. Especially services and caring provided by Alson. Never missed the Breakfast at Kwee Zeen, always enjoyable. Peter and Penny services always warmth and friendly. Enjoyed The Cliff ambience and excellent services from Rey, Emma, Vika and team. Foods were delicious especially our signature scallops specially prepared by Chef. The bottle of Champagne recommended by Daisuke was Great, Mrs Chia loved it! My favourite Red Wine from Michael and selected by Rey were Amazing! There were many great ambassadors at the resort. The management and team treated us like ‘Family’. We appreciated the caring, friendliness and warmth! Highly recommended the resort in Sentosa. Our early Warm Greetings (Huat ah) to all in 2025…Cheers! FB: Michael Reservation: Justin Kwee Zeen: Peter, Penny, Albert and team Concierge: Jack, Steven, Harfiz, Allan, Rahman, Daniel, Sam and team Front Office: Jayden, Specially, Mona Pool: Alson, Raju The Cliff: Rey, Emma, Daisuke, Chefs, Liyana, Vika, Mani, Ganu, Adrian Room Service: Tony Lebar: Anthony, Meimi and team Housekeeping: Vivian, Mike and Team Mr/Mrs Chia, Hailey, Hebe :)

Bonjour Mr Chia, Thank you for sharing such thoughtful feedback with us. We are delighted to hear that both you and your granddaughters had another memorable stay with us. It brings us great joy to know that our Ambassadors, including Alson, Peter, Penny, and the rest of our team, made you feel truly welcome and at home during your visit. Your feedback is invaluable to us as we continually strive to enhance the experience for all our guests. We are thrilled that the warmth and care you received from our team contributed to your satisfaction, and we will be sure to pass on your kind words to everyone who made your stay special. We can’t wait to welcome you and your family back again soon for yet another exceptional experience at Sofitel Singapore Sentosa Resort & Spa. Your continued trust in us means the world, and we are already looking forward to making your next stay just as wonderful as the last. Warm regards, Jayden Choo Assistant Front Office Manager

Average experience, uncomfortable beds, overpriced breakfast

TripAdvisor rating 3.0/5

fsy2019 TripAdvisor review

Have been coming to this property for more than 15 years since it was a Beaufort; now rebranded as a Sofitel. Always liked the pool and the Cliff but the rooms looked jaded. I had a decent dinner at the Cliff last night. The beds were very uncomfortable, and I hardly slept. I am having breakfast at the hotel now and I must say the prices seem unreasonable. I believe it’s $45 for a buffet breakfast.

Bonjour fsy2019, Thank you for taking the time to share your feedback. We value your loyalty to the resort over the years, and we are sorry to hear that your recent experience did not meet your expectations. We understand your concerns regarding the comfort of the beds and will certainly look into improving this for our future guests. Regarding the breakfast, we apologise that you found the prices to be unreasonable. We are continuously reviewing our offerings to ensure that they meet the expectations of all our guests, and your comments will be taken into consideration as we strive to improve. We appreciate your feedback and hope to welcome you back to Sofitel Singapore Sentosa Resort & Spa for a more comfortable and enjoyable stay. Warm regards, Jayden Choo Assistant Front Office Manager

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