Bad Customer Service Experience for 5* Hotel”

For a 5* hotel the staff don't even walk you to your room. The one-touch service experience is very bad! The staff manning the lines are not very well trained. I called in a few times to but nobody answered. When finally someone answered, I wanted to order in-rooming dining, the staff said the line was engaged so he couldn't transfer me. So he took my order from me and will help me call in ltr. I asked him how long would it take, he said "I don't know, I'm just customer service." This is bad service. I suggest for the hotel to have direct lines to e.g. housekeeping , in-room dining so guests can call the relevant depts directly rather than waiting and waiting for the one-touch line to be answered. First night I requested for firm pillows, after waiting for abt 20-30mins the pillows finally came BUT it wasn't even firm, it was the same as the other pillows that was already in the room. On the 2nd night I requested it from the front desk directly, they finally got the pillows right!

Staycation ”

Recently I stayed in Sofitel Singapore, the room is acceptable however I was quite disappointed with the swimming pool as the water is milky and not able to see the front while swimming. It shows that the filtration of the pool is not strong or dirty, hence unable to provide a clear and clean water. I also used the garden spa at the So SPA, yet again the waterfall pool is filled with dead leaves at the bottom of the pool, it shows that the SPA does not maintain. This applies to the pool located next to it too, Jacuzzi also not working. Pretty disappointed with the overall facilities in So SPA, poorly maintenance but yet charge so expensive. Not value for money.

Good relaxing stay to disconnect from the world”

If you wanna disconnect yourself from the hush bush of Singapore then Sofitel is the best place to. Loved their complimentary fish spa, good way to just relax put your feet in the pool and let the fishes doe their work. Only negative point i would say is that because its a huge property to get hold of the staff to help you with things become difficult or time consuming. Also the shortcut that helped to reach the beach was closed and we had to walk alot to reach the beach.

Horrible service, room dusty”

Horrible service... Room was not ready when I arrive.. They promise to call me when room is ready and delivery my luggage to the room... I waited till 3.50 pm.. No one call me and when I ask the staff at recept... She told me : u requested high floor.. And I say.. Yes but check in time is 3pm and u guys didn't call me..The best thing... When i ask bout my luggage, the staffs have no idea and unable to locate my luggages.. I have to go make a trip to the luggage room to identify my bagpacks.... Bad service and Sofitel don't deserve to be a 5 stars hotel... Tq as yr staffs have ruined my birthday.

Beautiful compound with beautiful rooms”

I felt really pampered staying there with its luxurious feel and great breakfast

Great stay - will come back !”

We only stayed for a day - but thoroughly enjoyed our time here. Fantastic pool, great food, clean rooms - and nice, green open spaces that really take you away from the city. The (restaurant) service can be a bit slow - but the experience overall makes up for it. We will definitely come back !

Not worth the money”

Dated furniture - chair is visibly worn - how can such thing be left in the roo . Poor preparation of room readiness. Bad setup of lobby reception to welcome guest. Extremely bad configuration of wheelchair accessible room - putting in a hand bar and shower chair do not warrant. Please check the appropriateness of room - missing many usable hand rails, how can wash sink not accessible with wheelchair, how can the access from entrance and within room be so narrow to move wheelchair, the toilet area is too tiny, why no floor mat. Breakfast area (outdoor) is simply bad, floor was wet. Tiny live insects in the room. Only +ve is prompt delivery of breakfast to room.

Charming luxurious hotel in a beautiful park”

Staff extremely well trained and helpful, except the restaurant staff (i.e.: not really focusing on their clients we had to call them several times before they come to take our order; also one evening they were all focusing on an event organized for their management ignoring completely their clients. Second and last negative point is the small and dark gym.

Expect Nothing Less.”

The hotel was nicely done up and really inviting. Staff was attentive and helpful. The pool was awesome. Room was clean and impeccable - except we had issues adjusting the temperature of the air-conditioning (too cold). Overall good experience.

Average ”

Pros: they have fish spa which is complementary for guests. They provided us with a small cake for birthday and anniversary celebration. Cons: 1. The cleanliness for a 5 star hotel was not up to par. You can see layers of dust in the bathtub area, as if no one has used the hotel room in a while. 2. They use feather pillows so your head will sink into the pillow. if you prefer your pillow to be thick, you may feel uncomfortable and the pillow case has some kind of weird smell. 3. During check in they will ask for down payment and we were informed reversal will be immediate upon check out but it’s been 6 days but the amount is still on hold. Other hotels would clearly inform you if it will take a couple of weeks. 4. Breakfast is the same both days we were there. Food is average. Location is isolated so don’t head out too late or else you’ll have to find your own way in.

Above average”

The room is far away from lobby. Quite old and dark in the room

Love this hotel a lot! Must come again!”

Lovely peaceful hotel! Love it a lot! Service is good; hotel is clean; breakfast is nice! The only thing a bit disappointed is the hotel shuttle bus does not provide pick up in resort world. Only got drop off. After we go resort world, have to take public transport to hotel and the transport have to wait for quite long. If hotel can provide pick up, the staycation will be perfect!

A bit disappointed!”

We've been there about 3 years ago, the facilities, the environment and the beautiful landscape (with the peacock families) are just as wonderful! The swimming pool is relaxing and therapeutic! Just this time, we felt the attentiveness and promptness of the staff is a bit different, e.g. the wardrobe door totally came out the evening we checked in, and it was not attended to till we left (1-night stay) despite 2 reminders; little things like the fans were off when we were still having breakfast(outdoor), the response from the concierge. As we staycation fairly often, we can feel the different level of hospitality and warmth....just a bit disappointed this time...

Really a good stay`”

Room was so comfortable and big! thanks!

Very good”

Second stay with Sofitel and had issues with the air conditioning thermostat being spoilt again. Not able to adjust the air conditioning to our desired temperature for the kids overnight. Was way too cold. The stay did not feel that luxurious but was alright. The environment felt relaxing.

a must stay place”

There is really nothing you can complaint about the hotel, everything is just too good if you're seeking for a relaxing trip, its my 3rd time stay in this hotel with my kids and family, its a child friendly place!

Excellent”

We came here for our wedding anniversary. The room was nice and clean. The breakfast spread was okay but the quality of the food was really good. The swimming pool and the pool side beds were great. We will be happy to be back again

wonderful hotel”

We had a wonderful stay at this hotel. The amenities were great. Everything was provided to make us feel comforta ble. However, we were not treated well by the staff at the pool bar. We wanted to order drinks but they won't let us. And we saw that they accommodated the other guests with their drinks. Some sort of racism? We told the staff at the Le Bar about it and they also wondered why we were not accommodated well at the pool bar. Good thing they gladly took our orders provided we stay at the Le Bar. Other than that we had a great stay.

Good for couples and family”

Very nice and sophisticated hotel. I love the old black and white house feel. Buffet food spread is amazing! The Italian restaurant in the hotel though is quite average but the whole hotel property is awesome!

Great place for staycation!”

The only unpleasant experience we had was with the driver of the shuttle bus from vivo to the hotel; he was rude and unfriendly when my friend boarded the staff shuttle bus and shouted at her instead of explaining to us nicely. The complimentary fish spa was great but it would have been better if the towels were replenished as we could not wipe our feet dry after that. That aside, the hotel is a lovely option for a staycation/getaway and will definitely recommend! We love the bathroom and the room is very spacious as well (the family room for 4 was 2 connecting rooms).