Ourselves, along with another family, booked a 3 day, 2 night, package to the Hard Rock Hotel in Singapore (Sentosa) with free adult entry to Universal Studios, for Christmas 2010. We made the booking in Oct, through the Sentosa World Call Centre. We were informed that due to a computer problem they were unable to book the package, but would make the reservation and it would be ok on our arrival. On arrival at the Hard Rock Hotel we were informed that we would be charged the "full walk-in rate", which did not include tickets to Universal Studios, which was now sold out anyway! We complained bitterly (we had paid a lot of money to get there as a Christmas treat for our children). To cut a long story short, it took three hours to sort out, with no apologies. The hotel service overall was quite terrible (one person serving the whole pool area); pool bars and other areas closed off (appeared to be still under construction); and overall it felt run-down and shabby - not something you would expect from Hard Rock (especially when paying £200+ per night). When we got to the Universal Studios park itself, two of the main rides were not even open! Overall we got poor value for money and service (particularly at the Hard Rock Hotel), so much so that we felt we had to make our feelings known to the duty manager, personally, before we departed. She was was very apologetic and said she would look it to it. That was the last we heard! Finally, as an example of the service at the Hard Rock: we bought some (expensive) cocktails and asked if there was any "nibbles", to be told that they did not have crisps or peanuts (incredible for a hotel of this standard and cost). On the last night we ate at the Hotel Michael, which was part of the same Sentosa World complex, and the service was so different. They had no garlic bread, apologized, and brought us a complimentary starter of crispy bread and dips.
- Official Description (provided by the hotel):
- See the new Hard Rock Hotel Singapore, where energy and glamour meet cutting edge contemporary design. Visit now to experience our new dining, entertainment, and amenities that will have you feeling like rock royalty. We’re just minutes away from the region’s top attractions, including Universal Studios Singapore and SEA Aquarium, as well as Asia’s flagship spa – the world-renowned ESPA. ... more less
- Reservation Options:
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- Also Known As:
- Hard Rock Hotel, Singapore Hotel Sentosa Island