The advertisement and the glam is more than what you get from the experience in staying in Marina Bay Sands. I had high expectations from this hotel but found it lacking professionalism and personal attentions.
I booked my room from the hotel website for my transit stay and to be honest my room was a good size and beautiful views over the bay, the amenities and room fittings were in acceptable level for a 5 star room.
The problems came from the service and lack of attention to details, when I arrived into Singapore (Changi Airport) my confirmation stated clearly (highlighted) free shuttle service to the hotel in which I tried getting but was advised by Changi Airport that the hotel has stopped providing this service only 8 days prior to my stay. So I called the hotel and the phone operator simply said we cancelled the service already and I had to take a taxi, when I explained that it was written on my confirmation and therefore it was legal, the phone operator simply said "I will let management know" and offerred no alternative.
Arriving at the Hotel Lobby, for a 5 star property there was no doormen to greet and open the door (which I would have expected for a self proclaimed 5 star hotel), The lobby felt like a zoo or an attraction where there were literally hundreds of people around and at least 30 people lining up for check in and check out. It took around 45 minutes just to check into the hotel!
Again I raised the point that free shuttle was written on my confirmation email just to see what the check-in staff would do and all I got was a "sorry" and no further explanation was given, very dissapointing.
Went to the Skypark to enjoy a swim in the infinity pool only to find the whole deck full to the brim with people and again felt the lack of exclusivity and high standards that could be expected from a true 5 star hotel experience. Just add that during my brief swim I saw mucus floating a used band aid floating around the pool (disgusting).
After dinner went to check if I could get a late check-out since my flight home is at 7pm and was told that check-out time is 11am and only can extend for additional 1 hour 12pm. Check in 3pm and check out 11am?! felt like a recording that every receptionist had in Marina Bay Sands.
Tried again to leverage from the non-free transfer! the person at reception (Sunil) simply said we cancelled that service 14th of April and you should have received an email. I told him I received no email and he said "oh" he said that if I wanted to extend to 3pm-4pm I would have to pay additional half day use. I told him most other hotels would at least give up to 2pm, he said "we check-in thousands of people everyday" which made me feel very insignificant and had never had this kind of response from a hotel before. I always believe that a successful hotel is one that made it's guests feel special and I guess this is what is lacking in Marina Bay Sands Hotel.
I explained to Sunil that I never had such an experience before in a hotel in Singapore and how dissapointed I was with this hotel and that it would be unlikely that I return for business or leisure. He didnt really care, simply because thousands of people get sucked into staying in this hotel everyday because of it's hype. I will conclude taht I will never stay in this hotel again nor will I recommend the hotel or Skypark to anyone ... EVER!
- Official Description (provided by the hotel):
- Located along Marina Bay waterfront with 3 cascading hotel towers, 2,560 rooms, extraordinary Sands Sky Park, floating crystal pavilions, lotus-inspired ArtScience Museum, The Shoppes, Celebrity Chef Restaurants, Theatres and hottest nightclubs. ... more less
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- Also Known As:
- Marina Bay Sands Hotel Singapore
- Marina Bay Sands Singapore