Sofitel Singapore Sentosa Resort & Spa

It was a fantastic 2nd staycay at this hotel... It's so relaxing... The breakfast is excellent. I will definitely be back again if they price is right

Service here is great and I love the afternoon tea promo for 2 paying adult and senior dine free:) room is nice but bathroom tiles needs to be maintained as the small tiles will come out when showering needs to be careful.

As an ex Accor Diamond member who stayed at Accor hotels for 100+ nights per year, this stay was the most disappointing ever. I do have to comment first that all the staff I interacted were very friendly and nice, such as the male manager at front desk, the waiters at the Cliff, and the usher uncle at breakfast restaurant. Especially the male staff dressed in a tropical shirt at the pool who worked around the clock covering pool, the cliff, even the breakfast restaurant always with a welcoming smile. However, clearly there is sth wrong with the overall management that caused a series incidents happening almost every hour starting from my chekckin. 1. After queuing for almost half an hour at checking, we got assigned to room 469. We were not able to open the door with the room cards. 2. A hotel staff nearby kindly helped to open the door with his key but it turned out to someone else's room. As that was a king size bed (we booked twin) with some pets' amenities (seen at the bottom left corner of the pic, we nvr requested that ) which is a signal for potential double checkin later. Someone may bump into this room later. This is the most serious issue in hotel industry. 3. We walked all the way back to front desk and got a new room 457. The pillow was a bit smelly and found out it's very dirty inside 4. We contacted the front desk and got it replaced with a new one. We also requested for 2 additional bathtowl. But one turned out to be filthy too 5. Finally at night when I was trying to do some reading while not disturbing my friend, the reading light was broken. It just flashed constantly. There are some other issues such as the AC leaking in the gym, hard to adjust room temperature, long waiting time at the pool (we waited almost half an hour just for a coconut..not to blame the only staff there, he was already super busy serving lots of guests there already.), and super dirty seats at the Cliff ( all 3 seats at the table were dirty, with one even having a mess of long hair) I feedback the issues to Trip.com around 1am and many thanks to the customer agent Nicolas who helped me immediately contact hotel however the hotel refused to return any refund and no one reached out to me at all before I checked out around noon time. In that case, I interpret that as a dismissive action from the hotel management with no intention to look into the issue or do any service recovery. I reaffirmed my decision of migrating from Accor to Marriott Bonvoy. The hotel being old is not an excuse for so many issues in a chain. I wish the hotel management can learn from this review and make some improvements, tho I may just receive another templated canned generic reply from hotel like many other reviews here and no actions will be taken further. I do appreciate the overall nice and chill vibes created by the resort, and all the kind interactions with hotel staff on the ground and sadly the hotel management couldn’t live up to its own staff’s standards.

Nice and lovely place to stay 💕 team really put in the effort to make it special for us ! Also do catch the peacock and family

Our check in time is late beacause of the long q to check in. Our tv is not working well but other than that all ok it’s clean. We will book this hotel again if they have promotion :)

Disappointing. Reached the hotel around 315PM, there was a long queue for check-in, waited till 410PM before I was served for check-in. Waiting one hour in queue just to check-in was really a shocker to me for a 5 star hotel standard and please do not place an intern in charge of the queue if they have to go back and forth to check with the Duty Managers for every enquiry they encounter. It just makes the wait even more unpleasant. Hotel is clearly short-handed and staff were pushing for guests to accept twin beds room because the king beds are not ready. I am usually okay with it but this hotel charges more for the king beds even though it's the same tier as the twin beds so I don't think this is acceptable and insisted on a king bed. Witnessed two guests lodging a complaint during my stay which explains the hospitality level of this hotel. Trip Diamond members are offered a platter of fruits as stated in the booking but there were none in the room. Had to request it from the room service and came back to just two apples served on a plate. The elderly staffs at the concierge are friendly but FOH and the rest can do better. Staffs will walk past you without a nod or a smile which is shocking for a 5 star hotel/resort. Had a reservation for the Vday buffet and the food selection was mediocre and the crabs were mushy. Price of the buffet did not justify the selection, Westin's Seasonal Tastes is a better option at a lower price. The hot water for the shower did not work on check-out day and we had to shower in the cold water. Minibar only provided 2 Nescafé capsules and some TWG tea, the fridge was empty with no other beverages or snacks available. Bed was amazing and comfortable but the bathtub can be upkeep better. Fish spa was fun but you can see mosquitos breeding on the water surface. Pool area was filled with children so couples might want to reconsider. Was given a later check-out timing upon request which was a nice gesture. Overall experience was a shocking disappointment as I expected a better experience just like other 5 star hotels. So glad that I did not pay the original price for this stay and got a last minute deal with breakfast included. Else, this will be a 0 star experience.