Do not stay here, you will regret it. It simply has the worst service in any hotel in Singapore.
We stayed at the Beach Villas Ocean Suites which is part of the Equarius Hotel and paid the most amount for any room in the complex and yet had the worst service and were treated as if we had hired the sofa!
Manager Irene Leong needs to go on a customer service course as she simply did not know that we were staying in an all inclusive suite that meant we got free breakfast/aquarium/water world tickets...as when we complained about the appalling service she offered us free breakfast/tickets for the aquarium/water park!!! She had no comprehension how to treat sophisticated and well traveled customers.
She also refused to listen and when my partner said she had no intention of ever coming back was simply offered dinner at the Equarius cafe Forest (to call it a restaurant would do other restaurants a grave disservice!). By the end she had refused our refund but had offered us a table for four people at Forest! She would not listen to our concerns and does not deserve your business.
The idea of the Beach Villas Ocean Suites is that your room is in the Aquarium and that your bedroom window is the Aquarium. Therefore in room dining is key....
The in room dining does not exist in any way that reflects on a supposedly 5 star hotel. The menu is limited and comes from a Resorts World Sentosa (RWS) service kitchen and not a restaurant kitchen. There are only four bottles of wine on the menu!! We gave up and went to the amazing Joel Robuchon's L'Atelier at RWS instead, if you want great food and great service go there not at the Equarius.
Having abandoned dinner we decided on a romantic breakfast in front of the aquarium....or so we hoped....one and half hours later after several calls and being told that the kitchen could not cope as 3-4 people had also ordered breakfast (at breakfast time) and also being told that because the room was a long way from the kitchen (through the car park.....entrance/and exit are both in a car park!!! a 5 star car park!!) we gave up and went upstairs to the cafe Forest...where we had to endure what can best be described as slops. Horrible food.
So much for romance, so much for celebrating a special date, Equarius Hotel ruined our anniversary...had we not been for L'Atelier we would have been incredibly unhappy at RWS instead we are just incredibly disappointed at the service and experience at Equarius, not 5 star, not even 1 star.
i haven't even mentioned the fact that the aquarium pump is beside the Beach Villas and throbs noisily all night and day and i still can't believe that the room entrance and exit is in a car park...let alone the fact that it's quicker to walk through the aforementioned car park to get anywhere than to wait for the buggy service!
We shall be pursuing our claim for a refund through them and through the bank and credit card company in Singapore. they have not heard the last of us.
As two Singaporean PR's who regularly go on stay-cations in Singapore this has left a very bad taste in our mouths about RWS. They can't treat people who have paid the most differently, they treat everyone like numbers, they have no awareness of who their customers are they can't deliver any kind of service that matches the hype.
All hot air and no substance. Don't stay here. Go to the Capella instead and just buy aquarium/water park tickets separately.
- Official Description (provided by the hotel):
- A haven nestled along the fringe of a tropical rainforest, Equarius Hotel is the perfect getaway for nature lovers and families alike. All our spacious and breezy deluxe rooms and suites feature a private balcony with stunning panoramic views of either forest or sea. The equally spacious bathrooms are designed for lavish convenience with double vanity areas, a separate bathtub and shower area. You will also enjoy exclusive use of the gym at ESPA at Resorts World™ Sentosa. ... more less
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