We noticed that you're using an unsupported browser. The TripAdvisor website may not display properly.
We support the following browsers:
Windows: Internet Explorer, Mozilla Firefox, Google Chrome. Mac: Safari.

“Disappointed!” 3 of 5 stars
Review of Sofitel Singapore Sentosa Resort & Spa

Best prices for -
Enter dates for best prices
Check In mm/dd/yyyy Check Out mm/dd/yyyy
Prices are for 1 room, 2 adults
Show Prices
Compare best prices from top travel sites
and 9 more sites!
Save
You added Sofitel Singapore Sentosa Resort & Spa to your Saves list
Sofitel Singapore Sentosa Resort & Spa
5.0 of 5 Hotel   |   2 Bukit Manis Road, Sentosa Island 099891, Singapore (Formerly The Singapore Resort & Spa Sentosa, Managed by Accor)   |  
Hotel amenities
Ranked #4 of 13 Hotels in Sentosa Island
Certificate of Excellence
Singapore
Level Contributor
71 reviews
60 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
“Disappointed!”
3 of 5 stars Reviewed July 11, 2014

I have been to the Sentosa Resort and Spa for high tea and lunch at The Terrace restaurant before, and I had good impression on this hotel. The landscaping was nicely done, and the garden and the pond were very well maintained. The whole place feels very relaxing.

Last month, we decided to have a weekend ‘staycation’ in this hotel. I have to say that I was very disappointed with the room. There was litter left under the writing table, and the shelves were very dusty. The furniture was dated and is definitely due for refurbishment. The tea table had a permanent water mark, and the TV remote control had a missing battery cover (please see my photos). I did not expect this to come from a 5-star hotel. We called the reception to complain about this. The staff was very attentive, and he offered a change of room plus a late check-out of 4pm the next day. While I appreciate this good gesture, I would be happier if the housekeeping had done a good job in the first place.

The bathroom was the only thing I like about the room. It was spacious, has both bathtub and rain shower. A complete range of amenities are provided. The in-room WIFI was free and it worked well. The hotel provides free shuttle bus to Orchard road (Paragon shopping centre) every 2 hourly, and to Vivo City every 30 minutes.

If you drive/ take a taxi, the admission charge to Sentosa island will be waived if you show them a copy of your hotel confirmation.

  • Stayed June 2014, traveled as a couple
    • 3 of 5 stars
      Sleep Quality
    • 2 of 5 stars
      Rooms
    • 4 of 5 stars
      Service
Helpful?
1 Thank Merlion42
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM_VincentLelay, General Manager at Sofitel Singapore Sentosa Resort & Spa, responded to this review, July 14, 2014
Dear Merlion42,

Thank you for sharing your comments. I am disappointed to read about the service lapse which should have not happened. I have shared your comments with the rest of my team so that they can improve in their work areas.

Thank you once again for your feedback and we look forward to welcoming you back to stay with us at your next visit to Singapore.

Warmest regards,
Vincent Lelay
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Write a Review

622 reviews from our community

Traveler rating
Traveler type
Time of year
Language
  • More
Melbourne, Australia
Level Contributor
30 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
3 of 5 stars Reviewed July 11, 2014

We stayed in the Singapore resort and spa in June 2014 for five nights en route to Europe. The hotel is lovely, with plush tropical gardens and easy access to Santosa beach. The amenities are very good, with a lovely pool and poolside bar. We stayed in the opera suite which met the needs of our small family of four well ( two adults and 2 children aged 9 and 5). The breakfasts very good and choice of restaurants in the resort good in terms of style (casual through to fine dining) price and quality.

The hotel however is not cheap and unfortunately there are a few downsides that would cause me to rethink staying there again. The first is the hotel is a little way off from the main Sentosa attractions. If your objective is to enjoy the Sentosa sites, eg universal studios etc then one of the resort hotels closer in might be better. Especially with small children. This hotels location does necessitate a cab ride. Most cab drivers did not know where this hotel resort was, largely due to a recent name change however telling them it was beside the sentosa golf course always got us home. This gave one the sense it is not one of the prime attraction hotels for tourists. A little off the beaten path.

The service at the e hotel is very patchy. We found the front desk and concierge to be particularly poor service, not rude just not particularly confident or competent with directions, suggestions etc however the terrace bar and pool staff were consistently good.

The resort is generally looking a little tied. The halls leading to rooms need a little upkeep and in the room some of the furnishings had seen better days. It gives the feeling it needs a little capital upkeep.

There is also an odd policy of not allowing guests to swim in the pool after 7 pm given no life guard. This is understandable with unsupervised children but is a little patronising for adults. In the topic heat of Singapore it would be nice to swim after dinner...lifeguard or not.

Also wi if is not free and so little patchy in places. For a hotel of this price it should be free and of far superior quality than that experienced.

Overall a good hotel. We had a pleasant time but will probably try another on our next trip. Not enough "wow" for the price.

Room Tip: The opera suite easily sleeps four
See more room tips
  • Stayed June 2014, traveled with family
    • 2 of 5 stars
      Value
    • 3 of 5 stars
      Location
    • 3 of 5 stars
      Service
Helpful?
Thank Rma123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM_VincentLelay, General Manager at Sofitel Singapore Sentosa Resort & Spa, responded to this review, July 14, 2014
Daer Rma123,

Thank you for your feedback and I appreciate you taking the time to share your review on TripAdvisor. We are blessed with lush greenery at our resort where guests can busk in the tranquility and be close to nature.

I will look into the areas you've mentioned to improve our service standards. We will also be starting refurbishment in phases throughout the hotel in the upcoming months and we are excited to present a rejuvenated hotel by next year.

We look forward to welcoming you back to stay with us at your next visit to Singapore.

Warmest regards,
Vincent Lelay
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Darwin, Australia
Level Contributor
15 reviews
common_n_hotel_reviews_1bd8 6 helpful votes
4 of 5 stars Reviewed July 10, 2014

Enjoyed the space of the family suite. Room had good facilities and hotel staff were friendly.
Shuttle bus over to Vivo City was good but movement around the Sentosa was not very good. We liked to eat at the restaurants around Resorts World and use Universal Studios but the #3 free bus is only half hourly and then 20 mins travel time. Taxi's were cheap but wait times were very long.
I think the hotel could do with a second shuttle that picks up from the restaurant area of Sentosa.
Would like to have used the pool in the evening after a hot day out around Singapore but it closes at 7:00pm.
Food and drink was very expensive but we ate out most of the time as there are so many places to eat at that are great.
Grounds of hotel were very nice, more like Vanuatu than Singapore and despite the costs it was great to have a hotel room in Singapore that actually had room for a family of 4.
We enjoyed out stay.

Room Tip: You pay for a suite but it makes the holiday relaxing. Was worth the extra money.
See more room tips
  • Stayed July 2014, traveled with family
    • 3 of 5 stars
      Value
    • 4 of 5 stars
      Location
    • 5 of 5 stars
      Service
Helpful?
Thank Michael V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM_VincentLelay, General Manager at Sofitel Singapore Sentosa Resort & Spa, responded to this review, July 14, 2014
Dear Michael V,

I'm happy to read your review on TripAdvisor about your recent stay with us. We will also review the areas you've mentioned.

We look forward to having you back again at our resort in the near future.

Warmest regards,
Vincent Lelay
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Tokyo, Japan
Level Contributor
17 reviews
13 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
5 of 5 stars Reviewed July 10, 2014

Stayed 3 nights in a junior suite. Booked advanced and got 30+%off. Was great value for the price. Shuttle bus service to Vivo and Paragon proved to be super convenient and saved us cost on transport. Pool is simply great and relaxing, got a free welcome drink due to our Accor status.

The only thing was that the Nespresso machine in the room seemed to have an issue and wasnt able to make coffee towards the end. Staff's level of service in general was ok, but there were some who were a bit inadequate, give 7.5 out of 10.

Overall experience was extremely positive and hope to visit again soon.

  • Stayed July 2014, traveled with family
    • 4 of 5 stars
      Location
    • 5 of 5 stars
      Rooms
    • 4 of 5 stars
      Service
Helpful?
Thank Makilua
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM_VincentLelay, General Manager at Sofitel Singapore Sentosa Resort & Spa, responded to this review, July 14, 2014
Dear Makilua,

Thank you for your feedback. I'm glad you've enjoyed your stay and we will work on the areas you've mentioned to improve them.

We look forward to having you back again at our resort in the near future.

Warmest regards,
Vincent Lelay
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Singapore
1 review
5 of 5 stars Reviewed July 9, 2014

I had the pleasure to be a guest at The Singapore Resort & Spa on Monday 7th July 2014.
I was most impressed during my stay by the customer service provided by your staffs, especially Ms Yvette, who definitely went beyond the call of normal duty to make guest' experience very memorable.
My friend and me enjoyed every bit of our stay here, we will come back soon for sure!

  • Stayed July 2014
    • 5 of 5 stars
      Value
    • 4 of 5 stars
      Location
    • 5 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 5 of 5 stars
      Service
Helpful?
Thank Mabel_Chin
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM_VincentLelay, General Manager at Sofitel Singapore Sentosa Resort & Spa, responded to this review, July 11, 2014
Dear Mabel_Chin,

Thank you for your wonderful feedback for our resort. We are proud of Ms Yvette and have shared with her your compliment. We look forward to be of service to you and your friends again at your next staycation at The Singapore Resort & Spa Sentosa.

Warmest regards,
Vincent Lelay
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Carcassonne, France
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
1 of 5 stars Reviewed July 7, 2014

The concierge service was unbelievably rude. When I approached the staff "Shukor", asking about shuttle service, he refused to engage and looked away dismissively, rudely saying the bus comes at "7.15, 7.45, 8.15, 8.45, 9.15, 9.45, 10.15, 10.45"... and he kept repeating "7.15, 7.45, 8.15, 8.45, 9.15, 9.45, 10.15, 10.45" whilst looking away.
I thought I could give your concierge service the benefit of doubt, but as I departed with several luggage items, your concierge "Albert" just stood there, not offering any help.
As I couldn't find a feedback form in your room or webpage, I have no choice but to place this on the public domain.

The only saving grace is that the housekeeping/room service staff provided prompt service, making us feel slightly more welcome at your hotel.

For anyone considering a visit to this hotel, formerly known as Beaufort, think twice about having rude concierge staff ruining your holiday. Unbelievable.

  • Stayed July 2014, traveled with friends
    • 3 of 5 stars
      Sleep Quality
    • 3 of 5 stars
      Rooms
    • 1 of 5 stars
      Service
Helpful?
1 Thank FairReview2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
GM_VincentLelay, General Manager at Sofitel Singapore Sentosa Resort & Spa, responded to this review, July 11, 2014
Dear FairReview2014,

Thank you for sharing about your recent stay at our resort. I am disappointed and apologise for the service shortfall you've received, which is certainly not the standard of any Accor hotel. I have since spoken to the mentioned ambassadors to ensure this does not happen again.

We hope you will give us another chance and choose to stay with us again to experience the true friendly and warmth hospitality at The Singapore Resort & Spa Sentosa. We look forward to welcome you back in the future.


Warmest regards,
Vincent Lelay
General Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
mm/dd/yyyy mm/dd/yyyy
Prices are for 1 room, 2 adults
Show Prices
Hotels you might also like...
Also consider these accommodations in or near Sentosa Island
1.5 mi away
Shangri-La's Rasa Sentosa Resort & Spa
1.0 mi away
W Singapore Sentosa Cove
W Singapore Sentosa Cove
#5 of 13 in Sentosa Island
4.0 of 5 stars 1,291 reviews
1.1 mi away
Resorts World Sentosa - Equarius Hotel
Show Prices
Show Prices
Show Prices
1.0 mi away
Resorts World Sentosa - Hard Rock Hotel Singapore
1.0 mi away
Resorts World Sentosa - Festive Hotel
4.5 mi away
Shangri-La Hotel, Singapore
Show Prices
Show Prices
Show Prices

Been to Sofitel Singapore Sentosa Resort & Spa? Share your experiences!

Write a Review Add Photos & Videos

Additional Information about Sofitel Singapore Sentosa Resort & Spa

Address: 2 Bukit Manis Road, Sentosa Island 099891, Singapore (Formerly The Singapore Resort & Spa Sentosa, Managed by Accor)
Location: Singapore > Sentosa Island
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#1 Spa Hotel in Sentosa Island
#3 On the Beach Hotel in Sentosa Island
#4 Luxury Hotel in Sentosa Island
Price Range (Based on Average Rates):
Hotel Class:5 star — Sofitel Singapore Sentosa Resort & Spa 5*
Number of rooms: 215
Official Description (provided by the hotel):
Sofitel Singapore Sentosa Resort & Spa is the newest French luxury 5-star resort hotel on Singapore's favourite island. Situated at the top of a cliff rising above Tanjong Beach, it is a haven of tranquility and relaxation blessed with stunning views of sunsets over the horizon. Greeting guests upon arrival in the lobby is a dazzling bespoke lighting installation inspired by the Milky Way hanging from the lofty ceiling. The entire property is cosseted in lush tropical greenery and overlooks the South China Sea. The 215-room hotel includes luxury rooms, suites and villas, and offers an array of delectable cuisines from around the world at its various F&B establishments. Facilities include indoor and outdoor event spaces, a state-of-the-art gym, children's playroom, complimentary internet access and shuttle services. Completing the experience for guests is a spacious swimming pool deck and the world's largest Sofitel signature So Spa. ... more   less 
Reservation Options:
TripAdvisor is proud to partner with Booking.com, Travelocity, Hotels.com, Expedia, ACCOR, Priceline, HotelTravel.com, Agoda, Odigeo, Ctrip TA and Jetsetter so you can book your Sofitel Singapore Sentosa Resort & Spa reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
The Sentosa Hotel Sentosa Island
The Sentosa Resort And Spa
The Sentosa Island Hotel
The Hotel Sentosa Island

Is This Your TripAdvisor Listing?

Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.

Claim Your Listing