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“Room cannot lock air condition down...” 1 of 5 stars
Review of Resorts World Sentosa - Hard Rock Hotel Singapore

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Resorts World Sentosa - Hard Rock Hotel Singapore
4.5 of 5 Hotel   |   8 Sentosa Gateway, Sentosa Island 098269, Singapore   |  
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Ranked #10 of 13 hotels in Sentosa Island
Senior Contributor
39 reviews 39 reviews
13 hotel reviews
Reviews in 20 cities Reviews in 20 cities
9 helpful votes 9 helpful votes
“Room cannot lock air condition down...”
1 of 5 stars Reviewed February 9, 2014

This is my third time staying here, and my has the room been through some wear and tear. It's just a one night stay, so I didn't really kick up a fuss. Te room totally can't lock. I called front desk to sort it out while we were out but nothing was done. Worse to come, when we returned to our room, it was warm! I checked the control, it is at 16 degrees Celsius! It was like that the whole night! I do not know what animal stayed in the room prior to us, to spoil the door the way it was. The whole lock was almost falling apart. But for a hotel charging that kind of price, the basics of ensuring the guest has a safe and comfortable stay is minimal. Won't be back anytime soon unless they have a wholesale upgrade soon. Imagine what it's going to be like in another two years.

  • Stayed February 2014
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 1 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HRHSingapore, Vibe Manager at Resorts World Sentosa - Hard Rock Hotel Singapore, responded to this review, February 10, 2014
Dear Keithlhk,

Thank you for taking time to provide a review on your recent stay.

We sincerely apologize that we did not provide the accommodations nor comfort level that met your expectations.


We have shared your concerns with our Management team, and can assure you we will continue to look at elevating the aesthetics, maintenance and cleanliness of our property.


Thank you again for your feedback, and we hope to be given another chance to welcome you back to Hard Rock Hotel Singapore at Resorts World Sentosa.

- Take Time to Be Kind –
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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902 people have reviewed this hotel

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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3 of 5 stars
  • Cleanliness
    4 of 5 stars
Traveler tips help you choose the right room.   Room tips (236)
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2 reviews
Reviews in 2 cities Reviews in 2 cities
3 of 5 stars Reviewed February 6, 2014

We had a good stay overall, great pool area although the beer is quite expensive (almost same price as a cocktail) They messed up a pool side food order we placed for the kids which was full of chilli (clearly requested it didn't have this) and trying to get a refund was a hassle although they eventually did.

BIGGEST PROBLEM is they don't offer free WiFi!! This one a daily frustration for us, especially for those of us who are self employed and need to keep up correspondence with business back home. It can only be purchased by the hour which was way over priced.

  • Stayed September 2013, traveled with family
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HRHSingapore, Vibe Manager at Resorts World Sentosa - Hard Rock Hotel Singapore, responded to this review, February 9, 2014
Dear CraigoT

Thank you for taking time to provide a review on your recent stay.

We are delighted to know that overall, you had a good stay.

We have shared your feedback with regards to the food order at the pool side with our F&B management team. We truly apologize for this inconvenience.

Your comment about our Wi-Fi agreement is most valid and we are currently reviewing this further.

We hope to welcoming you back soon to Hard Rock Hotel Singapore for an authentic experience that Rocks!


- Love All – Serve All –
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Jakarta
Senior Reviewer
6 reviews 6 reviews
6 hotel reviews
Reviews in 5 cities Reviews in 5 cities
2 helpful votes 2 helpful votes
3 of 5 stars Reviewed February 3, 2014 via mobile

Just win with the location other than that not really woth it. The room not sound proof u still can hear children running outside ur room. And the room not clean enough coz my husband have allergic with dust. The swimming pool just so so. It's artificial sand pool cannot compare to natural one..

Stayed December 2013, traveled with family
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HRHSingapore, Vibe Manager at Resorts World Sentosa - Hard Rock Hotel Singapore, responded to this review, February 9, 2014
Dear Olivia B

Thank you for taking the time to share your review on your recent stay with Hard Rock Hotel Singapore at Resorts World Sentosa.


We sincerely apologize that we did not provide the accommodations nor comfort level that met your expectations.


We have shared your concerns with our Housekeeping team with regards to the cleanliness of your room.


Thank you again for your feedback, and we hope to be given another chance to welcome you back to Hard Rock Hotel Singapore at Resorts World Sentosa.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sydney, Australia
Top Contributor
75 reviews 75 reviews
34 hotel reviews
Reviews in 44 cities Reviews in 44 cities
94 helpful votes 94 helpful votes
1 of 5 stars Reviewed February 2, 2014

I am so disappointed in my stay at the Hard rock hotel. It's simply terrible. From check in where at 3pm we were told that our room was not ready and we could have a downgraded room, but they would throw in a free breakfast. I was travelling with my family and my 2 year old was grumpy and tired so we took the room. The moment we went into the room it clearly was a stinking smoking room. Being a non smoker it was an awful stench. We had confirmed the room to be non smoking but still this was the room we were given. we only stayed in it because my daughter fell asleep and we were exhausted.

The free breakfast was so bad that even though we had a 2nd day we decided to eat elsewhere and pay for it.
They charged $350 a night which in my books is a decent sum of money and for this I'd expect a decent hotel but they don't care. The cleaning is haphazard, the staff are indifferent and the place is looking shabby. It's also not really affiliated with Hard rock hotels. Resorts world Sentosa simply bought the name and this hotel is part of resorts world Sentosa and all 5 hotels. The obviously large corporation that owns all of these hotels is simply trying to scrounge as much money out of tourists as possible without bothering to give service or possibly encourage repeat guests. A case is that fact that internet is an additional S$30 a day. Now charging for internet is poor at the best of times in hotels and most give internet for free (even the basic ones have lobby internet) but gouging $30 a day is another example of how they don't have any regard for anything except profit. (I bought a sim card from 7/11 which for the same price as 1 day I had a week of data)

As a hint. Sentosa island is a lovely place for a family holiday. There are plenty of choices for accommodation. but in my opinion the hard rock is definitely not one that I would recommend.

Room Tip: Find a different hotel, you will be happier. Also they don't show you which rooms are smoking or...
See more room tips
  • Stayed January 2014, traveled with family
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HRHSingapore, Vibe Manager at Resorts World Sentosa - Hard Rock Hotel Singapore, responded to this review, February 9, 2014
Dear Aussie_trekker

Thank you very much for taking the time to share your review on your recent stay with Hard Rock Hotel Singapore at Resorts World Sentosa.

We sincerely apologize that we did not provide the accommodations nor comfort level that met your expectations.

Rest assured that your feedback will be shared with the various departments. We will be in touch.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Sydney, Australia
Top Contributor
54 reviews 54 reviews
31 hotel reviews
Reviews in 27 cities Reviews in 27 cities
89 helpful votes 89 helpful votes
3 of 5 stars Reviewed January 30, 2014

Despite the hotel been only a few years old, it is poorly maintained with dirty grout all over the bathroom. Paint is peeling off walls. Room on the small side ( ours faced the pool) for a family of 4. In fairness they offered to upgrade us to stay at the Equarius hotel which has a larger room for free but we preferred to stay closer to the action as the aim is to go to Universal Studio on this trip. Otherwise location is good and the pool is really great for kids. But for the price you pay, this hotel is poor value.

  • Stayed January 2014, traveled with family
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HRHSingapore, Director of Rooms at Resorts World Sentosa - Hard Rock Hotel Singapore, responded to this review, February 2, 2014
Dear STD-YYZ,

Thank you for taking time to provide a review on your recent stay.

We sincerely apologize that we did not provide the accommodations nor comfort level that met your expectations.

We have shared your concerns with our Management team, and can assure you we will continue to look at elevating the aesthetics, maintenance, offerings and cleanliness of our property.

We have sent you a private message and would like to obtain more details about your stay in order to address these issues directly and prevent future recurrences.

- Love All Serve All –
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Petaling Jaya
Contributor
19 reviews 19 reviews
8 hotel reviews
Reviews in 11 cities Reviews in 11 cities
14 helpful votes 14 helpful votes
5 of 5 stars Reviewed January 29, 2014

I recently stayed at this hotel in early Jan 2014. Check in was a breeze although it was a Sunday afternoon and the room was a good size for a solo traveller.

The clean up crew were a bit slow despite putting on the "clean my room" indicator left on from 730am.

There is a short cut to the mall and attractions but it's not clearly indicated. More signages are needed and if it rains, as it indeed did, you will get wet for sure.

The swimming pool is awesome for families and better than the pool at the Festive hotel which has more "family" rooms. Wonder why? My sister and her family stayed at that hotel and found the pool at the Hard Rock Hotel more conducive for the kids.

The only incident to mar my stay was a fire alarm announcement at 530am in the morning with NO follow up announcement that it was just a false alarm. Shocking that NO hotel employee was in the hallway to take questions and calm people down. Actually NOBODY woke up from their rooms as well except one other guest and I.Guess it would have been a real tragedy if indeed there was a fire as nobody was around to wake up guests in deep sleep.

All in all a pleasant stay and I wouldn't mind going back and with NO fire alarm announcements then.

Room Tip: Get the package on the resorts world website for 3 days 2 nights...it comes with tickets to the aqua...
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  • Stayed January 2014, traveled with family
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HRHSingapore, Director of Rooms at Resorts World Sentosa - Hard Rock Hotel Singapore, responded to this review, February 2, 2014
Dear JacqSV,

Thank you very much for taking the time to share your positive review on your recent stay with Hard Rock Hotel Singapore at Resorts World Sentosa.

We have taken note of your constructive feedbacks, and I can assure you there will be further discussions held with our team.

Thank you again for your feedback, and we hope to be given another chance to welcome you back to Hard Rock Hotel Singapore at Resorts World Sentosa.

- All is One –
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Singapore, null, Singapore
Contributor
17 reviews 17 reviews
9 hotel reviews
Reviews in 7 cities Reviews in 7 cities
21 helpful votes 21 helpful votes
3 of 5 stars Reviewed January 29, 2014

Bought the voucher for 3D2N stay at Hard Rock Hotel which includes 2 free tickets to S.E.A Aquarium and Adventure Cove and free tram tickets in and out of Sentosa. Considering the normal price of a room stay, it was a relatively good deal.

We chose the hotel because of it's good location to all the main attractions and dining places in Sentosa. All the places are just a mere few minutes walk away. Prior to that, we have selected the room type - non smoking room, before hand.

Checking in - The checking in time stated was 3pm. However to avoid the crowd, I decided to check in later about 5+ pm. When we reached there and ask for our non-smoking room, they told us that no non-smoking rooms were available and we have to wait till about 7pm to have the rooms ready, or we have to take a smoking room. I thought that as we have already pre-booked and confirmed, the room should be set aside for us. Nevertheless, we decided to wait for our room and went to have our dinner first.

The room - They called us about 7pm to inform us that the room is ready. We checked in and switched on the TV. Then we noticed that the dashboard which usually states the name of the guest wasn't my name. They welcomed another guest instead. I was quite upset to know that after all the waiting, the room was still not ready for me. When we tried to change the TV setting from dashboard mode to TV mode, it hanged. We called for technical service and they took about 30 mins to come. After which, we decided to rest for the night. We went into the toilet and noticed that there wasn't any shower gel in the toilet. Only a bottle of shampoo. Called for house keeping and waited another close to 20 mins for the shower gel to come. Considering the fact that I did not come at 3pm to check in to avoid the crowd, having to wait for my room and knowing that my room was NOT in ready condition was quite a bad start. ):

Room environment - The room environment was quite nice. It was cozy with the lighting and very comfortable large bed. They also have a pull-out bed at the bottom of the king size bed and a sofa with pillows, which is great for families staying. The room I stayed also offered nice pool view. Do note that there isn't any doors in the toilet area, but they have glass doors for showering and toileting area.

Hotel environment - The hotel environment was very cozy, the lobby was set to suit the mood of the Hard Rock theme and they have live band playing and singing latest hits on Saturday evening when I was there. The pool was fantastic too! Loved the pop hits played at the pool side lounge on Saturday afternoon. It was indeed a great place to chill and unwind! There is also a variety of pools to suit the various age-groups. Such as a sheltered Jacuzzi pool, lap pool, playground pool with small slide, waddling pool, etc. However do note that you cannot bring the pool towels to your room. Therefore you need to brave the cold, if you are wet from the pool to your room. Or put on warm clothes.

Overall, although the hotel environment is pretty nice. However, the service and entire experience does not equate to the amount spend for such a hotel room and such service provided. With the same amount, you can visit other 5 stars hotel in sentosa which may provide better services.

Room Tip: Choose the room which offers pool view.
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  • Stayed January 2014, traveled with family
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
HRHSingapore, Director of Rooms at Resorts World Sentosa - Hard Rock Hotel Singapore, responded to this review, February 2, 2014
Dear shirloves,

Thank you for taking time to provide a review on your recent stay.

We are so happy to hear you enjoyed the many attractions at Resorts World Sentosa. From Universal Studios to SEA, to Adventure Cove Water Park, Hard Rock is located conveniently for our guests.

We have sent you a private message and would like to obtain more details about your stay in order to address the concerns you mentioned.

We would be elated to see you again next year, and even sooner if possible! Rock On!!

- All is One –
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Additional Information about Resorts World Sentosa - Hard Rock Hotel Singapore

Address: 8 Sentosa Gateway, Sentosa Island 098269, Singapore
Location: Singapore > Sentosa Island
Amenities:
Business Center with Internet Access Casino and Gambling Fitness Center with Gym / Workout Room Free Parking Restaurant Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#7 Spa Hotel in Sentosa Island
#8 Luxury Hotel in Sentosa Island
Price Range (Based on Average Rates): $$$
Hotel Class:4.5 star — Resorts World Sentosa - Hard Rock Hotel Singapore 4.5*
Official Description (provided by the hotel):
Rock and roll attitude meets five-star service at the Hard Rock Hotel Singapore. Breathtaking design, fashionable dining options, and the legendary entertainment experience only Hard Rock can offer make this the obvious choice for those looking for a stay that is beyond the ordinary.If unique networking venues are what you need, the hotel is home to some of the resort's best meeting and conference facilities, and indoor exhibition space. This includes 30 function rooms and one of Asia's largest ballrooms with seating for 6,500 guests. All at the doorstep of Universal Studios Singapore ®, the world's largest oceanarium and Asia's newest casino resort. ... more   less 
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Also Known As:
Hard Rock Hotel, Singapore Hotel Sentosa Island

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