Having stayed at this property before, I was able to see the need for improvement, which I hope is done soon. This is a great place to stay no doubt, although some parts of it require a little bit of TLC. The pool definitely needs a bit of renovation. The staff are quite young and was unable to see any seniors guiding them, which in turn puts them under a lot of undue pressure which isn't fair to all. The rooms do need a bit of sprucing up as well - paint coming off, torn upholstery to name a few.
Booked the Sofitel for 2 nights for my 30th birthday. We had a garden view room which I was pleased to find had a small terrace (although I’m not sure all do).
Overall quite disappointed with the service considering this is a 5* resort. I appreciate that due to Covid, there has to be restrictions etc, but I felt like there was still much more the staff could have done. As an example, two of my friends had tried to organise surprises to the room for my birthday, but they firstly struggled to even make contact with the hotel via both phone and email. Secondly, when they eventually did, their requests for balloons etc were declined.
We ate breakfast at the hotel on the first day and this really was terrible from start to finish. We arrived around 9.30 and were not seated until around 10.20. Again, completely appreciate that the tables are limited but there was a basic lack of communication. I would advise them to keep guests more informed of wait times rather than just leave them standing around with absolutely no idea on when we would be seated. I looked online at the menu, only to be told when ordering that it was in fact the old menu. I was surprised to see the same meal on the new menu, was now over double the price. $70+ for a very basic breakfast for 2 was quite frankly, a rip off.
We spent one day by the pool which was really lovely. It felt like we were in Bali! You have to book a two hour slot which is fair enough given the circumstances. Service around the pool could also be improved. We asked for drinks from our sunbed which never arrived.
The room itself was fairly dated although I would say the bed was very comfy and the shower was brilliant.
Overall, it was ok. I enjoyed the stay but would not return.
This was my second visit and the experience was awesome! Greeted warmly by Sarah (Front Desk) & Ismail (Concierge)...my first appreciation is for their service! TOP Class! We had a great time indeed. Booked three rooms. Room was clean and well kept. My entire family enjoyed their stay very much. Will definitely stay again!
For my upcoming birthday I have booked with Sofitel Sentosa. I emailed to check on the possibility of early check in as I have booked a massage on 15 oct ,12:30pm and We are checking in with a child
The reservation manager reply with a standard email template and hold the check in time is after 3PM. I wasn’t very pleased hence I called to check if there is any holding area for kid while I’m doing my massage on my birthday. The staff said there isn’t and did not have any alternative proposal. I then requested the manager to call me back. Same respond, however she did mention kid club for 45 minutes as alternative which is ok. I checked on early check in, the manager told me that they running high occupancy hence no room available for early check in... or I can pay for half day rate then I could check in early . Find it quite annoyed for such answer. I told her that It’s my bday and I just want to have hassle free for my stay. No better proposal, but ask me to call again on the day itself.
I’m not sure if I’m benchmarking them with 5 star hotels which I used to be. They should be also a 5 star hotel? I’m totally understand about check in time etc. However I would expect a more professional respond or be more empathy when they responding to the guests.
Seriously, no matter how busy or how overwhelmed they are, i thought empathy is one of the basic When we are in hotel industry.
I’m not expecting a discount or trying to get out of something , all I want is a more tactful way to handle their guests.
Brought my family for a staycation at Sofitel and the whole experience was still considered pleasant. We dined in at both The Cliff for lunch and Kwee Zeen for breakfast. We managed to check in earlier than 3pm, which was really nice. The room was really pretty and the architecture in the room was unique, however it was quite dusty at some areas. The rain shower here was one of the best I've used, It was nice and relaxing.
One improvement that could possibly be made is to have more convenient access (shuttle buses, buggy etc.) to the main areas of Sentosa, as it took us almost an hour to travel from the hotel to Resorts World.
The check-out process was simple and fuss-free, got it done within less than 5 minutes. However, do check out earlier than 12 as the crowd starts to build once it reaches near to 12.
Overall, we would have to say that the best service throughout our stay at Sofitel was from your staff "Ragu" during our breakfast at Kwee Zeen. He has provided exceptional and fast service in the midst of a busy breakfast crowd and handled the questions we had in a calm and professional manner. Ragu was really well-mannered and friendly and we think it would be great if Sofitel had more staff like Ragu. Kudos to Ragu!