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“A Beautiful, Luxurious Hotel with Service equal to a 2-star Holiday Inn”

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The St. Regis Singapore
Ranked #20 of 308 Hotels in Singapore
Certificate of Excellence
Great Falls, Va
Level Contributor
25 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
“A Beautiful, Luxurious Hotel with Service equal to a 2-star Holiday Inn”
Reviewed January 14, 2013

The St. Regis Hotel in Singapore has been described in at least one travel guide as "a 6-star" luxury hotel. It is beautiful, elegant and comfortable--no question. I had a deluxe garden room on the 19th floor, and it was spacious, clean, comfortably furnished and elegantly appointed, with plenty of closet space and a magnificent view. The bathroom was also large, swathed in marble, with double sinks, a private WC, shower and free standing tub. The public areas of the hotel were also luxurious, and "physically," the hotel is the equal to any other luxury hotel I have stayed in, such as the Mandarin Oriental in Hong Kong or Bangkok. The location, just a block and a half off Orchard Road, is to my mind perfect, affording all the fun and convenience of Orchard Road but in a quiet, peaceful setting. However, one chooses to stay in a luxury hotel for more than elegant furnishings. One expects luxury service also, and in this area, I would rate the St. Regis with a very ordinary Holiday Inn. From the time my arriving flight was met at the airport by one man who was the hotel greeter, baggage handler and driver all-in-one and who allowed me to wait by the terminal door for twenty minutes after meeting my flight before he pulled up in the hotel car, I thought something might be amiss. When I arrived at the hotel, I had to queue in the lobby to check in, rather than be escorted to my room to check in there as other luxury hotels do. When it finally was my turn to step up to the check-in desk, I was told that my room was vacant but would not be cleaned for 30 minutes. I waited in the lobby lounge, and 45 minutes later, I was told that it would be another 30 minutes before I would be allowed to enter my room. This is all standard fare for a ordinary hotel, but for a "6-star" luxury hotel with room rates of $600 U.S. per night? If any reader would like to contact me, I can offer a half-dozen other examples of my less-than-satisfactory stay at the St. Regis Singapore, but on reflection, I have come to the conclusion that the fault lay not with the staff--they were uniformly polite, friendly and attempting to be helpful. The fault is with the management processes they have to follow, and those processes are established and enforced by the hotel management. The bottom line--I would not recommend the St. Regis Hotel unless you are willing to pay 6-star prices for a 2-star stay.

  • Stayed December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Mkblev
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheSRSManagement, Front Office Manager at The St. Regis Singapore, responded to this review, January 16, 2013
Dear Mkblev,

Thank you for choosing The St. Regis Singapore. We have noted and are currently reviewing all your feedbacks with the relevant departments. We ensure you that all necessary measures will be taken to rectify the shortcomings and we look forward to welcome you back to The St. Regis Singapore.

Yours sincerely
Herman Foo
Director of Rooms
The St. Regis Singapore
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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KL
Level Contributor
187 reviews
98 hotel reviews
common_n_hotel_reviews_1bd8 252 helpful votes
Reviewed January 13, 2013

This is an excellent hotel in so many ways. I stayed at least 4 times in a 2 month period. It is just beside Orchard Road but Tanglin Road is a quieter and greener location. The rooms are really classy and the standard bathrooms and probably best and biggest in class. The staff are well trained and are articulate and polite (staying at another major brand 5 star hotel just 200 meters away shows a world of difference).

Yet, the hype leads to high expectations. There is supposed to be a buter service and this "at your service" tagline is used in all communication. This simply means you have a higher service level than at most hotels, which is great, but do not imagine you will get your own butler. Each floor is supposed to have its own butler but there is no personal service as such. You call a central number and they will contact the duty butler for your floor, who will revert in 5 to 10 minutes. You will meet different butlers throughout your stay and you will find the lack of continuity irritating if you expect proper butler service.

You get a kettle in your room but no coffee sachets, tea bags. You are supposed to call the butler, who will make fresh drinks for you. If you'd rather make your own tea, and ask for tea-bags, they will gladly deliver, but do check the cupboard to see if the kettle is there. In my case, it was not.

All in all, a very nice hotel but self-over-hyping raises expectations and leads to disappointment.

Room Tip: Try to get a corner room.
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  • Stayed December 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank KT785
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheSRSManagement, Front Office Manager at The St. Regis Singapore, responded to this review, January 16, 2013
Dear KT785,

Thank you for your kind words, and we are glad that you enjoyed your stay at The St. Regis Singapore. We have taken note of your feedback and we will work with relevant departments to ensure that your expectations are met on your next visit to The St. Regis Singapore.

Yours sincerely
Herman Foo
Director of Rooms
The St. Regis Singapore
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Hong Kong, China
Level Contributor
19 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 22 helpful votes
Reviewed January 13, 2013

You expect a certain level of service quality, especially when the hardware (the decor of the rooms and public areas) is of such high quality, but we were sadly disappointed.

- Evening drinks for SPG Plat members at La Brezza was underwhelming, canapes were not replenished when finished, and since the restaurant is next to the pool, the smell of chlorine permeated the entire experience. The cook who chattered fluently in Mandarin with his colleagues, was not aware of the empty serving dishes on the buffet.

- The hotel's Remede Spa was full, so we asked Concierge to arrange a massage appointment with Kenko at the nearby mall, and they never called us back. Since a call to a spa only takes five minutes or less, to find out if an appointment is possible, this was odd. After 20 minutes we called Concierge again, but there was no answer. No answer. No voice message. No auto-forwarding to operator. The line just rang and rang. Called the operator and asked them to put us through. Still no answer. Called the operator and asked to speak to the Duty Manager, was told he was busy and would call us back. In the end we googled the spa and made our own appointment, 30 minutes later.

- We ordered a Caesar Salad with chicken at poolside, and saw that it was missing the anchovies and pancetta as described in the menu, so we had to send it back. At breakfast we ordered poached eggs+pork sausage, and over-easy eggs+chicken sausage. When they arrived the sausages were matched with the wrong eggs. Trivial I knows, but not something you'd expect at a St Regis.

- Operator answers "Butler service" when you dial 0. Perhaps calling the much-vaunted St Regis Butler Service "Service Express" or "Guest Service" might be more appropriate and set the right expectations?

A lot was invested in making this a high-end hotel, it's very evident from the opulent interiors. Pity the staff seemed under-trained and inexperienced. For business I normally stay at the Fullerton, and occasionally The Scarlet, and have enjoyed the experience more.

  • Stayed January 2013, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank David_HK
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheSRSManagement, Front Office Manager at The St. Regis Singapore, responded to this review, January 16, 2013
Dear David_HK,

Thank you for selecting The St. Regis Singapore for your visit to Singapore. We would like to extend our gratitude to you for taking the time to share with us your feedback on your experience. The Food & Beverage service, Concierge and Butler service have been reviewed and necessary actions have been taken to avoid recurrence in future. Please indulge us in this occasion and we look forward to your next visit to The St. Regis Singapore.

Yours sincerely
Herman Foo
Director of Rooms
The St. Regis Singapore
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
New Delhi, India
Level Contributor
6 reviews
6 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
Reviewed January 13, 2013

I am writing this while still at the hotel. This is part of a 6 day trip in Asia, including Shenzhen, Hong Kong and Singapore. I expected the St. Regis Singapore to be something akin to other luxury hotels I stay at, such as the Oberoi in Mumbai or the Leela Palace in Bangalore, but was shocked. I am SPG Platinum with over 250 lifetime nights

On arrival, I was made to wait for 15 minutes to check-in, then given a wrong category of room. SPG Platinum status does not seem to matter to them, and was given a random room. On ordering room service, was made to wait for over 75 minutes for the order, and then then sent the wrong food (they managed to mess up a simple sandwich - bread, filling and side all wrong).

Regarding the room, the TV in the bathroom does not work, they have not been able to fix it, the sheets were not clean when I checked in, and on the whole, service is clearly not a priority for them. The management has not made any effort to call inspite of numerous complaints.

I will definitely never be back at this property ever again, and urge everyone to seriously look at other options.

  • Stayed January 2013, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Prashant C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheSRSManagement, Front Office Manager at The St. Regis Singapore, responded to this review, January 16, 2013
Dear Prashant C,

Thank you for choosing The St. Regis Singapore. We would like to thank you for your constructive feedback on your experience with us. Please be assured that we are currently reviewing the processes of the area of shortfall and we will definitely make amends to avoid future recurrence. Please indulge us in this occasion and we look forward to welcome you back to The St. Regis Singapore.

Yours sincerely
Herman Foo
Director of Rooms
The St. Regis Singapore
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Rome, Italy
Level Contributor
136 reviews
42 hotel reviews
common_n_hotel_reviews_1bd8 90 helpful votes
Reviewed January 11, 2013

We spent last days of the 2012 in Singapore so we chose the St Regis for our stay. Excellent hotel. Rooms are larger than usual , with a great bathroom, the Butler was efficient and as usual extremely helpful. Location is perfect very close to Orchard Road shopping centers but out of the hustle of the road itself. Good breakfast also if is served in a small room at the ground floor restaurant so you have to wait in line for awhile. If breakfast isn't included in your rate as is quite expensive a good option is Hediard just few yards on the left from the entrance. For the new years eve dinner we migrated at the better localized Ritz Carlton Millennia in marina bay area with an impressive buffet dinner.

  • Stayed December 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Giacomo V
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheSRSManagement, Front Office Manager at The St. Regis Singapore, responded to this review, January 16, 2013
Dear Giacomo V,

Thank you for choosing The St. Regis Singapore. We are delighted that you have enjoyed your stay with us, and we look forward to welcome you back in the near future.

Yours sincerely
Herman Foo
Director of Rooms
The St. Regis Singapore
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Jeddah, Makkah, Saudi Arabia
Level Contributor
32 reviews
30 hotel reviews
common_n_hotel_reviews_1bd8 38 helpful votes
Reviewed January 11, 2013 via mobile

I stayed in December/ January for two weeks, and was my first time in Singapore. The hotel is located in a prime location close to shopping malls, restaurants, cafe...the hotel interior is beautiful, but the service is very bad especially housekeeping and butler service.
The hotel staff need more training to meet guest expectation and deliver consistent service standard.

Stayed December 2012, traveled with family
Helpful?
3 Thank Brahim R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheSRSManagement, Front Office Manager at The St. Regis Singapore, responded to this review, January 16, 2013
Dear Brahim R,

Thank you for choosing The St. Regis Singapore, and thank you for your note. We are currently reviewing them and we will work with the relevant departments to ensure your next visit with us will be an even exceptional one. We look forward to welcome you back to The St. Regis Singapore.

Yours sincerely,
Herman Foo
Director of Rooms
The St. Regis Singapore
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Pune, India
Level Contributor
11 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 5 helpful votes
Reviewed January 10, 2013

We had a 1 bedroom suite with our own butler. The room was big and worked very well for us since we have 2 small children.
It's a beautiful hotel with excellent service. We didn't use the butler service much, but when we did they were swift and accurate.
You could find everything in the breakfast buffet, but the breakfast room was a little too small for such a big hotel. Always people waiting to be seated.
We didn't eat in the restaurant during the days or evenings. We ordered room service twice and the food was excellent.
The location of the hotel is good, 5 minutes to Orchard Mall. Never any problems getting a taxi.
Don't know if there were anything for kids at the hotel. There was no kids pool but the pool was ok.
5 minutes walk to a small shopping centre with a good supermarket.

  • Stayed October 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Malin_Pihl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TheSRSManagement, Front Office Manager at The St. Regis Singapore, responded to this review, January 16, 2013
Dear Malin_Pihl,

Thank you for selecting The St. Regis Singapore for your family vacation, and we are glad that you enjoyed your stay with us. Thank you also for your feedback, and rest assure that we have taken note of them and are currently working with the relevant departments to ensure all matters are resolved. We look forward to welcome you back to The St. Regis Singapore.

Yours sincerely
Herman Foo
Director of Rooms
The St. Regis Singapore
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The St. Regis Singapore

Property: The St. Regis Singapore
Address: 29 Tanglin Road St. Regis Hotel Singapore, Singapore 247911, Singapore
Phone Number:
Location: Singapore > Singapore > Orchard Road
Amenities:
Bar / Lounge Beverage Selection Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#9 Spa Hotel in Singapore
#16 Business Hotel in Singapore
#20 Luxury Hotel in Singapore
#20 Romantic Hotel in Singapore
#30 Family Hotel in Singapore
Price Range (Based on Average Rates): $$$
Hotel Class:5 star — The St. Regis Singapore 5*
Number of rooms: 299
Official Description (provided by the hotel):
Situated at the heart of the city’s premier shopping district, with the world-class shopping of Orchard Road at your doorstep and the grandeurs of a 5-star hotel within, The St. Regis Singapore is the ideal residence for the discerning luxury traveller. The St. Regis experience begins when you arrive at Changi Airport. A luxurious St. Regis Bentley and chauffeur can be arranged for your journey to the address where timeless elegance resides.From its location at the most coveted address to the legendary St. Regis Butler Service, this is world-class hospitality at its finest. ... more   less 
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Also Known As:
The St. Regis Singapore Hotel Singapore
St Regis Singapore

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