I stayed at Capella with my family (including my 7-year-old maltese and 6-month old nephew) over the long weekend, from 8 to 12 August 2013. This was our 2nd stay (the first was during Christmas last year) at the hotel.
About a week prior to our check-in, i emailed the hotel to request for a baby bed for my nephew, and newspapers and trash bags for my dog's pee-tray. To this, i received a prompt email reply from Eeza confirming that my requests had been noted and would be catered for. I was also pleasantly surprised with a call from the hotel 3 days before our stay, checking on what time we would arrive for check-in, and asking for the names of my nephew and dog.
We arrived at Capella around 3:30pm on 8 August, and the staff at the bell desk greeted us warmly and very efficiently offloaded our luggage from our vehicle. With a cranky baby in tow, we had expected to be able to settle in immediately. However, we were politely informed that our room was not ready and we had to wait for another hour or so as the hotel was operating at full occupancy and some guests had checked out a little later than expected. In a quick act of service recovery, one of the staff at the front desk (very sorry that i did not get your name) ushered us to Bob's bar for some drinks and snacks on the house. This was a nice touch and we managed to keep my nephew distracted for a while with the colourful cushions on the lounge sofas.
Some time close to 5pm, we were ushered to our room (#418) which had a beautiful view of the pools and sea. There were only 2 problems: the room had a king bed in place of the twins i had requested, and there was no sight of the amenities i had requested earlier. When we reflected this to the staff who showed us to the room, she responded that the only sea-view room available was the one we were in and we would end up with a garden view if we wanted a twin bedded room. We decided to stay put in the room we were given both because it had a great view, and because we did not want to cope with a frenzied baby as it was past my nephew's feeding hour by then.
Our luggage arrived at the room within 10 to 15 minutes after us, but the requested amenities were only sent over after 3 reminders/requests to separate housekeeping staff and an hour later, which i felt was quite disappointing. Capella has beautiful pools that i was looking forward to using on the very first evening of my check-in. However, it was way past 6pm by the time we settled in and i reluctantly gave up my idea of a pre-sunset evening swim.
Thankfully, things started to go uphill after that (except for the resident gecko/wall lizard we had to tolerate every single night - which adds to the resort feel of the place). We took a short drive to Sentosa Cove for dinner, and when we returned, found that our room had been made up and tastefully turned down for the evening. Later that night, we received a complimentary bottle of wine and handwritten note from Suveen from Guest Relations, apologising for our earlier ordeal and inviting us to dinner at The Knolls. I thought this was a pleasant surprise and an example of the personalised service Capella promises its guests.
In addition, over the next few days, all of the staff we came into contact with were patient and polite, and mostly ever-ready with smiles and warm greetings that alleviated the disappointment we experienced at check-in. We also had a very professional housekeeper, Ya Lan, throughout our stay, who very quickly memorised my mother's preference of drinks and was impeccable in keeping the nooks and crannies of our room immaculately clean.
Our stay came with daily breakfast at The Knolls, and the buffet spread, while not extensive, was sufficient and packed with fresh ingredients. The fruit and juices in particular, were some of the freshest and sweetest i had tasted. For a 5-day stay, i was rather satisfied, but that being said, i am not fussy with food and can imagine guests who are more picky (or staying longer) wanting more variation to the menu. We had dinner at The Knolls on the 3rd night of our stay, and were suitably impressed with the grilled satay platter. It was to-die-for, easily the best satay i've ever had :)
The location and design of Capella Singapore make for a luxurious, non-intrusive resort-feel that is unique only to the hotel itself. Even though the hotel was running at visibly high occupancy, i never once felt that my personal space was invaded, be it at the pool or the library (the 2 places i spent the most time in other than my room). And i really enjoyed the long strolls i was able to take with my dog (who was really the main reason why we chose Capella over other options) between the gardens and on the paths leading to Palawan beach right below the hotel.
Overall, we had a relaxing stay at the Capella in spite of our check-in experience, and i do think the hotel has many things going for it, including a team of good staff. The service we experienced was not always consistent, but overall the pros outweigh the cons. Would we stay at the Capella again? Yes. It's beautiful, well-run, and i can think of no other place in Singapore that is able to offer the unique experience of feeling like you're a thousand miles away from home (and work) even though in reality it is just a 30 minute drive away. My only suggestion would be for the hotel to constantly work on getting from good to great so that every one of its guests would walk away feeling that their experiences are worth every single penny they paid.
- Official Description (provided by the hotel):
- An ultra-luxury resort situated on Sentosa Island, Capella Singapore transports guests into a setting of ultimate peace and tranquility. Guests can enjoy its onsite, award-winning Auriga spa, three restaurants, as well as the beautiful landscape overlooking the South China Sea. Nearby facilities include a golf course, family and kids-friendly attractions. The hotel is also 10-15 minutes drive away from Singapore's bustling business and shopping districts. ... more less
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- Also Known As:
- Capella Singapore Sentosa Island