Rated 2 out of 5 by kennypgmy The Spa facilities need improvements!
1) Priority Q at check in area was unattended most of the time and the Q was moving slower than the regular Q.
2) Spa locker not available to hotel guests during weekend. I requested for a locker key as I have my handphone & room key with me at the Spa counter and was told that the locker is only provided to Spa guests. As a hotel guests, I should return to my room, change into rope, and don't bring anything valuable before returning to the Spa area to enjoy the facilities. I am totally appalled and didn't think that this arrangement is of a W standard. I totally felt that I am not valued as a hotel guests. At least not during when I am trying to enjoy the Spa facilities. I will never return to W Sentosa Cove for leisure...
December 1, 2014
Rated 5 out of 5 by hellokitty22 Hospitable Front Desk Personnel
I will like to compliment Aldrin the front desk personnel for his excellent service and making us feel at home. He explained everything to us very clearly and tried to engage my daughter. He wanted to give my daughter a gift from the hotel but it was out of stock, my daughter was a bit disappointed but it did not really spoil our day. BUT he actually called in the evening to check on our stay and even surprised my daughter with balloons & chocolates. My daughter was very happy! Thank you Aldrin!. All the staffs were very friendly too, from The Kitchen staffs to pool's staffs. Thumbs up!
December 7, 2014
Rated 2 out of 5 by Edwinist Great hotel but stingy over little things
Overall, the hotel is good. However, there are some areas which our family thinks needs serious improvement.
1) We are only allowed to get complimentary parking coupon only once in a day. This is the first time I have stayed in a hotel in Singapore which only allowed guest to exit the carpark only once!
2) After we have checked out, we went to swimming pool for a swim, but was asked to leave by one of the hotel staff because we are not entitled to used the facility since we have already checked out. Again, this is the only hotel we have stayed in the entire world that does not allow guest to use the pool after checked out.
December 19, 2012
Rated 5 out of 5 by heehwanam fantastic resort
I stayed at W Sentosa for 2 nights with my family(5, 15months daughters) my family just loved all about your hotel especially swimming pool.
your staff upgraded my room (wonferful- fabulous) because I am SPG gold member. It was very good.
everything was very good but I saw only one staff which was too few.
anyway I will stay at W hotel June 24th-26th in 2015. I hope everything is great.
December 6, 2014
Rated 5 out of 5 by CorneliusC everything was great except one incident
Stayed in the W Hotel over the weekend and used my suite awards to upgrade to a marvelous suite which was terrific.
Wonderful facilities and room, complemented great service. All was good except for an incident that occurred maybe 2 hours after check-in when i went to reception to request for a parking redemption coupon. It happened to be the same front-desk staff that checked me in. When he asked for my room number and I told him the room number i was in, he said "no you're not".
He did not believe me, and i had to give him my room key which he used to validate that i was indeed staying in that room. He then gave me a parking redemption coupon, but did not apologize. I thought that was that behavior was not particularly welcoming and somewhat rude.
November 26, 2013
Rated 5 out of 5 by LeonardWee Amazing design and fantastic service.
Comfortable room. Amazing designs. Good food. Awesome view. Best for relaxation.
December 7, 2014
Rated 4 out of 5 by MrsAW Its always good to be back
This is my second stay and I am sure i will be back.
I would like to give compliments to the front desk staff that attended to us. He has been very attentive and friendly.
We went to Skirt to celebrate my husband's birthday. Nigel is very friendly and very helpful.
The pool staff was great too, always smiling and cheerful.
I will be back soon after I pop.
December 4, 2014
Rated 2 out of 5 by ingridc Service deteriorating
I always have a soft spot for W singapore and it was my top choice of staycation whenever I have a special occasion or just need a break. I have frequent the hotel pretty often since its inception but the service just seemed to be going down.
Service at the reception was extremely disappointing. I have gotten spoiled by the service of SPG hotels around the world and thus this came as a rude surprise. The receptionist did not bother recognising me as a platinum member from the onset but I figured that's just me being picky. However, he did not even try to upgrade me until I asked, to which he replied that all the marvelous suites are full and the rest of the rooms are still waiting for house keeping. But shouldn't it be his job to give me the option if I want to wait for an upgraded room or not instead of just handing me my keys? He also did not ask me what platinum gift I would like and was about to wave me off until I asked him. Seriously? I have to ask for everything? And when I asked him he "lectured" me on what kind of gifts they usually offer platinum members and did not even bother acknowledging that he missed this step until I pointed out to him he did not ask. The entire exchange made me feel extremely patronised and not respected. This is the kind of staff you station at the SPG counter? Not impressed.
There was also no gifts in the room in the evening, which I thought was a norm, but guess it wasn't. All in all, not what I expected from W.
I love the decoration and the idea of the hotel, but this kind of service is a turn-off. With so many hotels to choose from in Sentosa, it was really out of loyalty that I go back to W again and again but I don't see why anymore I have to put my preference on a hotel that clearly does not value me. Very disappointing.
December 6, 2014