A very good hotel in the midst of the busy life in Sentosa Island yet tranquil. Located where the action is and yet away from the bustle of the crowd. So you get to enjoy the best of both. Stayed at the suite with my family in mid November; business and leisure on our agenda. Overall our stay went very well but with a few notable exceptions.
The hotel's surroundings and rooms, without any doubt, need a revamp and proper housekeeping!!! Very poor maintenance which the management should look at! I think that there have been numerous comments regarding the same issues but I guess it still surfaces from your worthy guests who have stayed there.
None of the housekeeping staff could speak English clearly, Pardon me, for I do possess tolerance for someone's inept in their ability to speak simple English but this is SINGAPORE! And in Sentosa, receiving a high influx of travellers and holiday makers this shouldn't even be a challenge for us. I have travelled and had stayed in hotels all over Asia and hotel staff there has a better aptitude in the command of English! The staffs are not to be blamed but the training provided by the Personal Department is essential. Room service was extremely slow, staff would forget our orders. Breakfast & food: Nothing special, breakfast was well disappointing. The Gym is alright. Towels readily available and water point at location. Machines were well maintained. They do have their hotel shuttle that brings you out to town, where there are train stations and another big mall (Vivo mall I think).
Apart from the hardware, room service and housekeeping (without prejudice for the lad who lacked in his command for English), service was exceptional. . The staffing levels should be improved as my wife and I do believe that for a villa with more than a 100 keys there should be adequate staffs available. For the vacationers and business travellers like us, time is money. Should we require assistance in getting around, any guest would readily seek the concierge/receptionist, but it would defeat the purpose of having to wait in length while the staffs deal with a disgruntled drunk hotel guest.
My spouse and I have reserved our heartfelt perception and recognition for Ms Denise from the Reception. Armed with a smile, she has been extremely helpful and accommodating. Every day during our stay, she never failed to greet us by our names upon sighting and that did impress us greatly. The desk has only one staff after dusk and this has caused displeasure for other guests who were seated with us at the lobby with a query on their bill. Denise, on a mission of calling taxis, answering phone calls and guests requests receives our accolade as she embraced us with our queries for dinner and reservations after the commotion with the intoxicated member with no sign of trauma. And she never revealed much about the commotion even if I was being inquisitive. Excellent and Impressive, I should say. I had to mention this during my internal meeting with my staffs as to how impressed I was with her. The management should convey my appreciations to her.
I do note that the PR Manager has taken the task of reverting to the advices here which has definitely coaxed me into writing this review. With utmost humility, kindly avoid using a template to revert back to this comment, but surface this to the top management. It’s a beautiful property in a prime location. I suggest you not to weigh on your ‘pros’ and ignore your ‘cons’.
Get the rooms with balcony.
See more room tips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
First and foremost, thank you for your kind words commending the resort's lush ground and its tranquil quality. We are really happy when guests appreciate our strategic location. Like what you have mentioned - the resort provides the best of both worlds, being located where the action is and yet away from the bustle of the crowd.
Please trust us when we say this is not a template but our sincere gratitude to your helpful advice and review. The higher management is fully aware of the issues raised with regard to the Villa, and would like to assure you that a total villa refurbishment plan has been scheduled and targeted to be ready by early May 2014 (if not earlier).
We have also taken good note of your comments about our housekeeping colleagues. While we understand your frustration, we are hoping for your kind understanding that Singapore is facing some major manpower challenges where certain roles and jobs (especially in the hotel and f&b industry) are not being favored by the English-speaking locals. But we agree that English is one of the most important languages and it is one of the resort’s ongoing tasks to ensure all our non English-speaking colleagues master this language. However, this is one of the things that we are unable to see it happen overnight as everyone’s learning ability is different. Nevertheless, do allow us to assure you that the higher management as well as our Training Manager is seeing to this matter urgently.
It is a shame that you are not pleased with our breakfast. We have received many favorable comments about our breakfast but we understand food, is very much a subjected matter of taste and personal preference. In this regard, we regret we are not up to your expectations.
On behalf of Denise, please allow us to thank you for your support and kind words. Your kind compliments on Denise have been passed on to our respective department heads to share with all our colleagues – we have no doubt that your kind words and support will motivate all of us to perform better. As for your comments on the Front Office staffing, please be assured that our Front Office Manager is currently looking into this matter.
We hope we have managed to addresse all your concerns, and in closing, would like to thank you, once again, for your kind advice and review.
Wishing you and your family a good week ahead.
Marketing & Communications Team
On behalf of Amara Sanctuary Resort Sentosa
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.