The Sofitel Singapore Sentosa Resort & Spa

We have just had 5 wonderful days at this characterful and comfortable hotel. The pool and amenities were great. We stayed on a full board basis and the dinner choice was superb, tried something different every evening and nothing disappointed. I think the stand out feature of the hotel was the staff always going out of their way to make your stay more pleasant, special mention to Peter, Michael and Alson. Would not hesitate to return.

What an unexpected treat. The Sofitel Sentosa met our every need and, with a brilliant shuttle service, allowed us to max our time and dollars in the city state. Both gym and pool were great. Special thanks to Shariff and the Sofitel concierge team, going above and beyond to ensure you felt one of the family for the duration of your stay.

A good family resort, location is perfect to keep kids entertained. Staffs were all helpful and professional. Hotel looks a little old but it did not affect our stay, maybe just due for a renovation. Rooms were exceptionally so were facilities. Would come back for more family trip.

Our experience at the Sofitel Sentosa Resort wasn’t of a 5-Star standard especially that we’ve just came from an amazing stay at The Apurva Kempinski. The service rendered at Sofitel is comparable to that of a 3-Star hotel or lower. There were numerous miscommunications between departments. The first error upon arrival is my incorrect surname. They spelt my last name. This tiny detail is just as important. Kempinski personnel are very attentive and with keen eyes to details, but I didn’t see that from any of the personnel from Sofitel. At Kempinski, we were spoilt with gifts from arrival to the end of our stay. None of that was received at Sofitel other than one tiny chocolate cake when we arrived. At Sofitel, one of the inclusions was a two hour canapés for two adults per room. The one time we went to try their canapés, they made sure we only get one set of 5 types of small treats. Apparently that was all we were entitled to. Whilst we stayed 5days at Sofitel, we only availed the canapés once. And yet I had to explain twice to two different servers that we are entitled to two sets each as we booked two rooms. It didn’t feel right that I have to explain when it clearly shows in their A4 sheet with the names of guests and the room numbers. There were two rows of my name, and yet it feels like I was in the wrong. They were quite hesitant to give us the tiny treats when they were not even that great. The Apurva Kempinski has a buffet of treats while Sofitel was not even close to 1% to what Kempinski has prepared for their guests. The service was definitely not of a 5-star. We were also seated in the sunny area of the bar. I felt the inside with overhead fans were reserved to other guests but not for the guests who had prepaid the stay. We had all our dining inclusions booked ahead of time, but the Friday dinner was cancelled due to an event. We were happy to work with them and they offered an in-room dining. However, the lunch booked on Sunday (the day we checked out) was extremely disappointing. We were asked if we booked during breakfast and told us that we must make reservation as they are busy on Sundays. We told them in two occasions that we have a reservation. And yet when we got there at 10.50AM, they were confused to receive us. It is as if they did not expect us at all. I suggested that if they are busy we can do the in-room dining but the floor manager responded that they can accommodate us and told us that there will be a lot of movements because they are preparing for the lunch which we understood and accepted. We knew exactly what we wanted and ordered immediately. However, it took 28minutes for a spring roll and Caesar salad to come out. Then, the mains took even longer - 40minutes that is! I ordered Chicken Rice while my husband had stir fried noodles with bbq pork. A few of them looked at us and knew we’ve been waiting, but none of them did anything including the floor manager until I asked one of the servers. Only then something was done. We watched them received other guests with warmth and smile while we patiently waiting for our mains. We finally got our food but 40minutes later. They apologised but by then I was already upset. They knew we were coming; they knew we had been sitting for awhile and yet they did nothing. I found their apology scripted and something they are trained to say when they mess up. I felt sorry for the server who took my rant when I knew it wasn’t his fault, but needless to say they are a 5-Star hotel. This is not something you’d expect in a 5-star hotel. The worst experience we encountered and had completely put us off is when my husband asked the Chinese driver of the big bus plate number PD2237K and only to be dismissed. The complimentary shuttle bus that we took on Wednesday 27th of November both to and from the hotel was a white small shuttle bus with the Sofitel brand shown on the side of the bus. We had the same small bus when we were dropped off at Resort World on the 28th. We then went to Vivo city by taxi to grab food as we missed our breakfast. We took the 12.30 bus, but to our surprise it was a large bus. We weren’t sure if it was the right one as we were expecting for a white small bus. So, my husband proceeded to ask the driver. My husband politely asked the driver, but driver was so dismissive and pointed at the A4 laminated sign with the Sofitel brand shown. He seemed annoyed that my husband interrupted his conversation with the other Chinese guest already seated in the bus. We weren’t sure of his answer, but we took the bus anyway. Then in the next three days, we observed how the same driver behaved towards others. We found that he is very accommodating and helpful towards the Chinese guests with conversation happening across the bus with guests seated behind us. We observed also that he was rude to the white Australian couple who got off the harbourfront. The couple asked the driver how to get to Vivo City. He pointed to the tunnel but seemed really annoyed to assist. We felt sorry for the couple, so we gave them the direction instead. There was an instance also when an Indian man with teenage kids asked the driver if the bus was going to a chess tournament. The bus driver was extremely rude and just completely dismissed the man by gesturing him to leave. It was a simple yes or no question and yet he couldn’t bring himself to answer the poor man. I hated taking the bus when he was the one driving but unfortunately, he was always the driver from Wednesday, 28th of December, until we left. I must say that it was not completely negative. There were a few positive encounters. Mike from housekeeping was always smiling and helpful even though he cleans the room by himself and I felt sorry for him that he was always on his own. Chandra one of the servers from breakfast was so lovely and gave us tips where to go and what to do. Penny one of the servers was also nice, but she was fast and always rushing things. She did get her job done, but she lacks warmth. Julie from dinner and Ruby from breakfast are both Koreans on a training program in Singapore. Both girls were nice and more accommodating than the other servers. Gana from lunch / dinner was also nice and always smiling. Gana was the one who took the brunt when I started expressing in a rather unpleasant manner when the restaurant had us wait for so long for our mains. He was very apologetic and did not even make any excuses. I did apologise to him and told him that it’s not his fault. Mark from front desk was also very nice, patient and calm. On the 28th of November, we were told at resort world that we do not need to pay for the monorail ride between Resort world and Vivo city and vice versa, but we do need to obtain the QR code from our hotel. So when we got back, we lined up to query about the free monorail ride. There were two at the front desk, one was Mark who was serving another guest and the other was a Chinese guy who was on the phone or his laptop. The Chinese guy at front desk knew I waited for awhile and did nothing to assist me. But when another guest of Chinese Singaporean descent lined up, he immediately stopped what he was doing and served her. I found that extremely rude. Too bad I didn’t get his name. I was glad to be served by Mark as he was very nice. After breakfast on check out day, we went to the front desk and asked them if we could have our lunch in our room after learning about how busy the Kwee Zeen will be for lunch. Mark served us, but the Chinese at front desk said “no”. We understood hotel policy, but they could have worked out something with us given that we gave them some leeway when they couldn’t have us for dinner on Friday. The incident on Sunday would have been averted if they had considered our suggestion. Our facility observation, the hotel is old and dated. The decor do not make sense and this is consistent across the hotel. The bed was comfortable and provided basic bathroom kits. My husband got bad diarrhoea on our second day after he drank the water from their filtered tap. I checked the filter, it was not dated. It is to be dated and changed regularly as what we do at home. I have attached some photos. It is a a dangerous thing to do. Luckily my husband felt better after taking the meds we bought from the chemist in Vivo City. The minibar had nothing except for coffee and tea which we never use. There was really nothing special or impressive about this hotel. Finally, I will not return to this hotel nor I’ll recommend this hotel to any of my friends and family.

My wife and I stayed twice in our ‘Home’ from 31 Oct-3/11 to enjoy Deepavali/Halloween and 28 Nov-1 Dec with our 2 Loving Princesses (Granddaughters). We and Princesses loved the swimming pool and spent numerous hours to laze around and appreciate the wonderful greenery surrounding situated on the hilltop. Especially services and caring provided by Alson. Never missed the Breakfast at Kwee Zeen, always enjoyable. Peter and Penny services always warmth and friendly. Enjoyed The Cliff ambience and excellent services from Rey, Emma, Vika and team. Foods were delicious especially our signature scallops specially prepared by Chef. The bottle of Champagne recommended by Daisuke was Great, Mrs Chia loved it! My favourite Red Wine from Michael and selected by Rey were Amazing! There were many great ambassadors at the resort. The management and team treated us like ‘Family’. We appreciated the caring, friendliness and warmth! Highly recommended the resort in Sentosa. Our early Warm Greetings (Huat ah) to all in 2025…Cheers! FB: Michael Reservation: Justin Kwee Zeen: Peter, Penny, Albert and team Concierge: Jack, Steven, Harfiz, Allan, Rahman, Daniel, Sam and team Front Office: Jayden, Specially, Mona Pool: Alson, Raju The Cliff: Rey, Emma, Daisuke, Chefs, Liyana, Vika, Mani, Ganu, Adrian Room Service: Tony Lebar: Anthony, Meimi and team Housekeeping: Vivian, Mike and Team Mr/Mrs Chia, Hailey, Hebe :)