Rated 5 out of 5 by NRYL Great birthday staycation for my sister
It was a superb stay.
Especially after a long day at Universal Studios. The wonderful room that I stayed in was really great. It was really relaxing.
Thank you for the wonderful cake for my sister's birthday. Really appreciate it. Will definitely recommend W Sentosa Cove to my friends. :)
October 26, 2014
Rated 3 out of 5 by Mar13 Bad customer service
i had a very bad experence at W Hotel. this is the 2nd time i encounter same issue.
1. I arrive at 9am, The front desk personnel updated me that my room will be ready in 30mins. i provided them my handphone number and waited at the lobby for the room to be ready.
2. I waited to 940am and nobody call me. i approach the front desk and was told that they will need another 15mins.
3. I reuqested to know why is there further and question that will the room be ready after 15mins? the front desk start telling me that they will try and they are actually 'helping' me to provide me a room early.
5. I had requested to speak to the manager in charge. after 5 mins, an arrogant foreign lady appear. she claim she is the customer relationship manager and shut me off by telling me that they are 'helping' me. They will need another 30 mins. It is a take it or leave it attitude. I am very agitated with the response
I had requested to talk to the GM.
6. 5 mins later, the GM appear. i try to explain to him the issues i had encounter. he apparently does not sound appreaciately of what i Feedback.
I had mentioned below concern to him.
a. It is very important to live up to a customer commitment
b. This is second time such issue happen at W singapore that i had encountered.
c. His staff need to provide a realistic timing and not to take commitment lightly.
d. His customer relationship manager does not appear to enjoy handling a customer issue and had been very arrogant.
e. He need his staffs to live up to their basic commitment and not rely on him to make things happen.
He does not really want to address above issues but keep indicating to me below:
a. He will get the room really for me in next 5 minutes
b. He had aleady upgraded my room to a 'nice' suite room and what else i wanted.
I had corrected him again
a. His staff need to do the right thing when they commit a timing to the customer and make things happen. his staff cannot keep running away from responsibility.
b. The suite upgrade is not what he did for me. I am a platimum memeber and that is done even before the incident happen.
I had requested for all his staff name and detail to write in to express my fustration. He become very defensive and does not want to provide me other than his name card.
I am very disappointed with the service i receive for this short 1 day holiday.
The infrastrctre of the hotel is good in W Singapore, however the hotel can only truely differentiate itself if the people manageing and working in the hotel truely understand how to 'delight' their guest through sincere, professional and committed service.
October 11, 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 PrisYeo Great staff and facilities
The Away spa is wonderful and great.
The hotel staff are very friendly and attend to our request promptly.
The breakfast at the Kitchen table has a wide spread of selection of food.
October 23, 2014
Rated 5 out of 5 by macca53 excellent service
a touch of class, comfort of the rooms was excellent and the staff went out of their way to make uor stay something special.
Congratulations to all.
October 23, 2014
Rated 5 out of 5 by Chiar0scuro Wonderful break in Singapore
My wife and I, and our 12 year old daughter had a wonderful stay in the W Singapore. The staff we met were all incredibly welcoming, courteous and professional and provided great service. Other hotels in the group could learn from the W Singapore in recognising Platinum membership (W New York take note). We thoroughly enjoyed the poolside area, cocktails at the Poolside bar, Happy Hours at Woo Bar and breakfasts in the Kitchen Table. I've stayed in a few W Hotels , and although the 76th Floor Rooftop Swimming Pool at the Hong Kong W makes it difficult to match, we enjoyed our Singapore experience every bit as much.
February 22, 2014
Rated 2 out of 5 by MT12 Service needs improvement
Took much to long to get checked in, and I was not acknowledge as an SPG member (lifetime gold) - they asked me for my number, and when I provided it, there was no recognition or offer of my check-in amenity. Check out was also too slow - you need express checkout for business people who don't want to waste their time.
Ordered room service for breakfast - the pork belly benedict - and was sorely disappointed. The pork was more like a badly cooked pork chop with too much fat, than pork belly. Will never order it again.
Not a great SPG experience. Will not stay there again if I can avoid it.
December 2, 2012
Rated 2 out of 5 by Tigger Good rooms but service lacking and little SPG recognition
I stay in W hotels at least once a month and was disappointed by W Singapore. The hotel itself is great, and the rooms are well designed. The Away Wow Suites are particularly special, with their own private swimming pools, but even the regular rooms are good with their own unique features.
Sadly, the service and attitudes of the staff fall a long way short of usual W standards. I'd recommend the staff in Singapore take a trip to Taiwan or Bali to see how W hotels should treat their customers. It is a little better than when they first opened last year (when it seemed all their staff where virgins in the hotel industry), but not by much.
My problems started before check in. My contact with the hotel to change my room type was painful, with 3 to 7 days taken to reply to each of my emails.
When I checked in, I was told the room wasn't ready. I know checkin time is 3pm, but I explicitly told the hotel I would need a room earlier, and as platinum I can normally get the room a little earlier, at 2pm. This time I was told the last occupant left at 1pm but they needed 2 hours to clean the room.
I wasn't offered any of the usual benefits accorded to SPG Platinum members (eg dedicated checkin counter, no choice of points/gift on checkin). I was told I could not have a 4pm checkout because they are a 'resort hotel'. Yes, if you are SPG Platinum, and you are staying in a 'resort or spa hotel', you only get 4pm checkout subject to availability, but I checked the booking confirmation in detail and there's no mention of 'resort' and no way to tell that the W Singapore falls into this category.
W's are known to be party hotels. But when I called for a few buckets of ice to chill some wine and beer, I was told they could only give me a small bucket (W Taipei will give you whatever you need) and each time I wanted the bucket refilled, I would have to call twice (the first request was typically forgotten). Some of the little points in the room: the HDMI socket for plugging in external devices didn't work, one of the TV remotes didn't work.
But the thing that really disappointed me was the attitude. No-one I spoke to really seemed to care. There was an arrogance that their property was so great they didn't have to try. Well, there are some other fantastic hotels in Singapore and other great W's in the region where the staff don't have the same attitude.
February 17, 2013
Rated 1 out of 5 Breakfast at the Kitchen Table Restaurant
For my feedback, I would like to apologise for not being able to provide names of staff members that I had interacted with. This is because none of your staff members wear any name tags.
I came by your hotel on 7 Dec 2012 morning. My 2 guests and I were hungry and decided to visit your Kitchen Table restaurant. We were greeted by a staff member with a jacket. He looked Eurasian and was wearing a silver bracelet around his wrist. He asked for my room number and I informed him that I was not a current hotel guest. I enquired about the price of the breakfast buffet and also asked if there were any promotions for SPG members. He informed me the price and that SPG members are entitled to 50% discount. Based on the information received, my guests and I decided to have our breakfast there.
During breakfast, I stopped one of the waitresses and presented my SPG card on the iphone application and reiterated what the earlier gentleman had shared. She looked puzzled and said that she would check. About 10 minutes later, an Indian gentleman with a jacket came by and told me that there was no such 50% promotion for SPG members. I asked him to check with his other colleague who had spoken us.
The second gentleman returned 10 minutes later and informed me that I would be entitled to Starpoints instead. My guests and I were surprised as this was not the communication we received and now, it has shocked us that the bill will now be doubled. The sad thing is that, W Hotel would not honour the miscommunication by your earlier staff member.
When we were done with our breakfast, I asked another waitress for the bill and if they had taken down my SPG number for the points to be credited. She did not know what I was talking about and had to check with her colleagues again. Apparently, while the Indian gentleman was holding onto my mobile phone earlier, he had not taken down my SPG number. So, I had to give the new waitress my phone again.
The bill took another 12 minutes to be processed which meant that they held onto my mobile phone all this time. What's worse, there were house flies that kept landing on our food and utensils throughout the meal. I had captured quite a number of pictures on my phone throughout the breakfast. Unfortunately, I am not able to attach the pictures here as your website does not allow me to.
Overall, a very disappointing experience, not to mention, incorrect information about the price of the meal which resulted in our bill doubling.
Had we known, we would have ordered something from the ala-cart menu as we did not consume much, or we would have sought for alternatives.
December 8, 2012
Rated 3 out of 5 by Mike46 Nice hotel, but not for SPG guests
Arrived on a Saturday pm. When checking in I was told I got upgraded to a higher category room ( with balcony) but smoking as SPG Platinum member. I accepted, as smoke was hardly felt in the room. When in the room, I checked if suites where available and found, that both - even higher rom categories ( non- smoking) as well as suites where available.
Besides this, there are no other perks available for Platinum guests. No lounge ( not even a drink voucher or something). They do not even deliver a newspaper to your room.
The room itself was nice ( W style) and clean. The pool area wel done.
The hotel is far away from everything in walking distance, but only 30 min from airport and 20min from city by taxi.
December 23, 2012
Rated 1 out of 5 by Rich2809 Poor
Suite was beautiful, good location near lots of attractions.
Very loud music in reception almost impossible to make oneself heard.
I handed over 300USD in cash as a deposit and was given a receipt for 150 USD. It was not a problem as the funds had been put in an envelope and I sorted it out in the morning.
Breakfast is a joke, packed, forced into all day diner with much poorer selection on food. You could battle your way into the other room to get a better selection but it was a battle. 20 minutes to have a coffee served!
No late check out. In my years in SPG hotels as a platinum member I have never been refused late check out, ever.
Poor hot water in shower,.
Just an unpleasant place to be, really unpleasant
March 8, 2013
Rated 4 out of 5 by DG78 Unique boutique hotel with excellent service
Impressed with the excellent service staff ("Talents"). Very friendly, welcoming, and quick to address my needs. Staff made an effort to do up the room with a special "love" décor after I had informed them that it was our anniversary.
Room was well furnished and spacious. Interesting themed-lighting helped to "spice up" the feel of the room. Various interesting colour schemes and designs throughout the hotel exudes a uniqueness apart from other boutique hotels.
The pool is great for relaxation, with a smaller pool for children, and there's even a Jacuzzi for chilling beside the poolside lounge.
Breakfast at The Kitchen Table was slightly above average, but was an overall, pleasant experience thanks to the attentive and friendly staff.
*only minor issue was the thoroughness of the housekeeping... there was a rotting strawberry left under the toilet sink, probably from the previous occupant.
October 11, 2014
Rated 5 out of 5 by 2683 A terrific W
We started off with a bit of a challenge upon check-in but the situation was handled promptly by the hotel manager, who keep this great hotel running in the best possible way. We did enjoy the marvelous suite very much.
Staff (including W insider, managers and servers at the restaurants, conciege) that we came across were, in general, of high quaility in guest services. Special thanks also goes to the Chefs at Kitchen Table and Skirt. We love the scottish blue lobster, the Australian Blackmore steak and the cheese cake . . . SO delicious!
Overall, we consider the W Singapore one of the best quality hotels among the Starwoods hotels we stayed at.
January 15, 2013
Rated 5 out of 5 by 90larry 2 thumbs up ! so amazing hotel
I'm happy and Lucky because of W sentosa.
If you want a great (best?, fabulous?, awesome? Fantastic?...anything!) romantic moment. you must check in W sentosa. especially Away room is so romantic! Away room have a plunge pool. and this room is nearby away spa, FIT, WET, so comfortable.
Nice Bar, Nice restaurant, Nice facilities, Nice talents
esp, W Insider is so kindly, always she have a good smile.
Thank you so much !!
I'll must go back
October 9, 2014
Rated 5 out of 5 by Goudsy Top service and facilities
During our stay at W hotel Sentosa, we did particularly appreciate the kindness and efficiency of the staff members, anticipating our needs, and consistently solving our little problems or regular requests. The decor is very original and inspiring and electronic features are really amazing, including controls for drapes, lighting, and surround-sound. We also took advantage of the free bike facilities, the fitness club and the very charming swimming pool. Our stay was a real moment of quietness, happiness and total relaxation. But, above everything, the staff members were very dynamic, helpful, enjoying their job ... and enthusiasm is always very communicative!
March 17, 2014
Rated 3 out of 5 by Ashley2013 The hotel is great but staff need more training ...
This is my second stay (the first one was back in October when the hotel was newly opened) and I must say the hotel is running a lot better compare to my first stay.
Overall, the staff are friendly and I must thank them for finding my left behind Blackberry.
However, some of the staff are a bit "robotic" and need more "service" training. For example, when I tried to order french fries at the Pool, the attendent simply said, they don't have it. Yet, in the menu, the burger is came with fries. I would expect a hotel should be more flexible and it's not that difficult to arrange french fries.
Secondly, when I report the WiFi isn't working at Room 714 (I can see the signal but just can't register), the attendant at the Welcome Desk simply said there is nothing they can do as the network has been oursourced. I told him I understand and he should still log it and report to the operator but he sort of against the idea.
January 6, 2013
Rated 1 out of 5 by bradly81 EXTREMELY DISAPPOINTING.
Ironically, W singapore pretends to be fancy and modern in a high class. But as a matter of fact, they are not aware of essential elements to be a real class.
Choosing this hotel was a huge mistake after all in the singapore trip.
1. They're careless about what their valued guests want to know and ask for.
To be worse, they don't bother to give an alternate option, saying just NO or I don no.
I felt treated even very poorly.
2. Room cleaning and turn down service were pretty immature, actually worst I ever stayed.
3. Hotel shuttle system is dysfunctional and in serious need of improvement. Its so small sized van there were some people arguing of getting in. It cannot possibly make up for the bad location. better increase stops and times it runs per hour.
4. This door man escorted us to a cab. It was on-call one but we were waiting on the no surcharging Taxi Q. I asked the door man if there'll be a extra charge. He said NO. But the taxi driver ended up asking for surcharge. I tried not to pay more than the meter but TAXI driver yelled at me so I was forced to. I was very upset that time and wanted to go back and tell the door man off but I had to rush for my flight.
The reason I chose your hotel was I had very nice stays at other W hotels.
However, disappointment is the only mood I was in throughout my precious stay at W singapore.
So, I'm sorry but It's the end with W hotels for me due to W singapore.
June 11, 2013
Rated 1 out of 5 by Bill2222 Great facilities and locations but poor services
Recently, my family visited W Singapore for a staycation. It was a disappointment as the services were 3 star standard. The Whatever/Whenever promise was a good branding, but it requires the staff to take a can-do spirit to deliver the promise.
Issues encountered spanning from checkin, hygiene standard, knowledge of staff in the restaurant and Whatever/Whenever desk, attitude of associates at the bar, mixed up of schedule at the SPA, confirmed a taxi waiting at the door by concierge and turned up finding a queue instead, other guest with luggage turning up at my room at night as they were assigned my room, all these happened in a single night stay! I asked for 4pm checkout the day before, was given 2pm, but finally I checked out at 12pm. It will probably be my last visit to W Singapore.
January 1, 2013
Rated 5 out of 5 by ExPat34 A great escape!
It was our third visit to the W Sentosa and each time seems better than the previous. In addition to long walks, a great gym, perfect pool and superb breakfast, we had dinner at Skirt and it was THE best restaurant experience we have had in Singapore. Flawless food and service in a relaxed yet highly professional environment.
November 6, 2013
Rated 5 out of 5 by porsche911991 Great New Hotel in Fun Location
Great Facilities, Great staff, Comfortable rooms.
Breakfast food quality so so.
Service at Pool bar poor.
What Ever , Whenever was a bit erratic - too many rules in Woo Bar. e.g. too early for this or too late for that!
Wine selection a bit limited in bar.
April 27, 2014
Rated 2 out of 5 by UnhappyCustomer123 The stay did not start well :-(
Upon arrival at the hotel, we were informed that there was no more car park at the hotel and were asked to park at the Cove Village carpark which as first timer we don't know where it is. We also have luggage in the car and the manager just asked us to unload and park our car at the Village.
At the check-in counter, we were then being informed that our room is still not ready (it was already 4.30pm when we were at the check-in counter). The recep counter gave us two complimentary drinks and mentioned that they will give us a call when the room is ready... unfortunately the call never came and we have to go back to check.
The whole ambience was just messy and unpleasant.
December 9, 2013
Rated 4 out of 5 by Chris1967 Quiet and nice hotel on Sentosa, Singapore
While the hotel is nicely located at a marina and has a nice pool for adults and children, also with a well equipped gym and spa, it offers relaxation but still is easy to reach from singapore island and is close to all the attractions on Sentosa itself.
The pool is nice but offers to less shade, especially at the kids pool. The inroom service and food was ok, but the breakfast was not that good: The food selection was not as good as expected for this category of hotel and due to the split breakfast rooms you always have to walk over to the other room to get some things. Hotel room was ok, but not too big and it was marked to be able to sleep 3-4 adults. I wonder how that should be possible. It was room 538....
When checking out there was an item of 160 S$ on the invoice which was not from us, but taken off after complaining.
The afternoon Tea we had as a teaset was tasting like nothing and the tea was not well prepared. This was even worth quality than the breakfast.
Some things are definitely worth of improving!
October 6, 2014
Rated 5 out of 5 by angelwow Love this hotel
Nice new & clean hotel. Artfully decorated. Eye for details. Romantic room. Good breakfast. Nice pool. Quality toiletries by Bliss. Comfy bed. Complimentary parking & wifi throughout hotel. Should include complimentary Sentosa entry. Surrounded by high-end sentosa cove village.
November 5, 2013
Rated 5 out of 5 by Piet61 Super hotel
The staff made us feel like VIP's. The breakfast in the restaurant is the best I've ever seen, so much variaty. The room was super.
Suggestion when you visit W Singapore: also try the high tea!
Thank you all for making this the most beautifull weekend in Singapore.
November 21, 2013
Rated 3 out of 5 by Jch1973 Need better staff training
I called my taxi around midnigh as there was a long queue and told your staff. Upon taxi arrival, taxi driver already indicates he is booked and turned one round. When I opened the door and about getting in, the lady at the front door stopped me. Here is how the conversation went. "you booked the taxi?" "yes" "you booked this one?" "yes".. She immediately turned to one of staff and said "go and check his booking". In front of my face, your staff then hopped into taxi and checked the booking with taxi driver... no explanation.. no apology afterwards... Is this service or interrogation? Quite disappointed.
December 9, 2013
Rated 5 out of 5 by Ftanhc Great pool, spa & gym facilities
My kids and I love the pool, they have floating mats, beach balls and water sprays to keep us busy. Nice music been played all day. Swimming at night is lovely and romantic. The indoor spa was rejuvenating. Overall, the hotel atmosphere is fun and vibrant! we even rented the hotel bicycles to explore the nearby vicinity and tried out the various restaurants at quayside ise. It would be perfect if they have buggy for family usage or segway. We have great view of the pool from our room. Would be good if they can incorporate the price of kids breakfast in the package. We would definitely visit the hotel again. Keep it up W hotel! Your staff are simply wonderful, esp your housekeeping staff at L7.
August 12, 2013
Rated 5 out of 5 by Junecello Best Staycation location in Singapore
I redeemed two night stay with W Sentosa using my SPG points for my wife's birthday celebration, since we just had our first child and W Sentosa seems to be the best location we can get in Singapore. The checkin process started bumpy as the hotel had a full house for the weekend, finally we were checked in by 3:40pm after B&F Insider from the Woolbar have to personally follow up with the housekeeping team to expedite my room.
Since it was for my wife's birthday celebration, when I stepped in the room and noticed the expected arrangement had not been done and due to mis-communication with the Whatever-whenever staff, i was quite unhappy and upset with experience by then. Fortunately, my feedback was heard and action was taken immediately, guest service manager reach up to me clarified and even took care of our hi-tea in the woodbar on the following day. My staycation experience went over the root after then.
My wife remarked that the AWAY-SPA was probably the best SPA she ever had ( she is a big fan of SPA), the breakfast spread in the Kitchen table was fantastic, one of the best among many hotels i stayed. Since the hotel was on full house during my first night, W Sentosa was not able upgrade us as part of my SPG platinum benefit, but luckily we were upgraded into Marvelous Suite on the second night and the room was so great that we just want to spend the rest of our day in the room, marina view, great outdoor furniture, Jacuzzi bathtub... definitely make all other hotel room we stayed before mediocre!
We love SKIRT restaurant in W hotel for the fact that they serves great quality of food and specialties such as dry-age steak. Many might think the steak house in the 5 star hotel on Sentosa will be pricey, I personally think it is very reasonable compared to many steak house in Singapore.
We already thinking about another staycation in W Sentosa again!
December 3, 2013
Rated 5 out of 5 by Sleepwalker Great Anniversary Staycation!
Wonderful facilities with tasteful design which brighten one's day. Room facilities were great. However a minor let down was experienced as the inviting bathtub has a faulty drain plug which cannot be repaired. Hence was unable to enjoy the tub and the thoughtful bath amenities provided.
The pool was beautiful. Especially liked the floating "things" left in the pool for our use. The bean bag in the water was my favourite, Hopefully the tear observed on the bag cover can be repaired or replaced. Would be sad to see it removed during my next stay.
Service received was excellent all round. Encounter with counter, pool, restaurant, and whatever/whenever staff were pleasant and helpful.
December 13, 2013
Rated 2 out of 5 by Corym So serious teething problems - I would wait 6 month to a year before staying at the hotel
As an platinum SPG member I made a redemption booking to staying at the W for a short getaway with family but be warned there are some major teething problems so be patient or wait 6months to a year before staying
Issue we had
1).It all started bad when 4 bell boys watched me drive up and offered NO assistants while my pregnant wife and 5 year boy got out of the car, they continued to watch and argue when i started to unload the car... only jumping to work when shouted at (not the way to start a stay)
2) If your an spg member be warned they don't seem to know how to handle you and you will need to let them know what benefits you are initiated to. I tried to use the suit rewards but was told i couldn't as the suits where all full!! Not you can see all the rooms from the pool
3) Staff need more training - the GM needs to be ripped a new one in my opinion as the level of disorganization is at epic proportions - just a few examples A) i was called 3 time regarding breakfast being told i had it, i didn't then i did???? B) Breakfast is a train wreak, staff seem to be running around and knocking into gussets, busy with trivia tasks and not making sure guest are relaxed and have everything. room was not ready for us and staff seem to keep coming with this, that and the other thing..ahhhhh
4) ONLY 2 restaurants - over priced i would advise you either drive out to vivo or eat room service as the two restaurants are over priced and offer very limited and poor quality of food -and if your a young family one restaurants banns kids under 12 and forbids you to share food (HELLO this is ASIA!!! and a family hotel!!!)
5. the pool has too few spots to sit and even fewer places in the shade!!! HELLO WE ARE 100miles of the equator... its HOT
6. Rooms are nice but offers very few tv channels in comparison to other SPG hotels -i would bring movies or games
I'm sure most of this can be fixed, but unless you have to stay now i would wait... and thank god this was only a few days
October 27, 2012
Rated 5 out of 5 by thog Our favourite on Sentosa
We are fortunate to have stayed at many of the hotels on Sentosa in the past few years. In terms of value for money and overall experience the W is top of our list. It's location is peaceful, while being nestled amongst a yacht club, private residences, and some shops and restaurants which cater to most needs should you wish to simply stay on site. A free shuttle bus can take you to the local beach or Vivo city shopping mall if you wish to venture a little further afield. The hotel is contemporary and stylistic without 'trying' to be too trendy - the balance is perfect and was a pleasant surprise. The rooms are spacious, comfortable and clean. The service attentive but not intrusive. For us, this will now be our go-to resort on Sentosa - highly recommended!
June 28, 2014