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 5 out of 5 by Yunhee Great Night!!
I was very happy that the W was so fantastic.
It was my family trip with parents and sons. They were very very happy and loved the atmosphere and food and etc.
We wanted to stay logner!
We will visit again definitely near future.
Thank you very much for your great service.
Have a good day.
May 18, 2014
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 5 out of 5 by Watto Great Value
This hotel provides much more that any other hotel on Sentosa- unique design and ambiance, keen and happy staff, attention to detail and every concern about your comfort.
Situated by a beautiful marina and the Quayside restaurant complex which also contains a wine shop, supermarket and hairstylist, it provides the best relaxation for your holiday.
May 16, 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 4 out of 5 by Dookie Little details need attention
Staff service excellent.
Breakfast sub-standard; in particular coffee service and limited choice of cereals.
In-room air con incredibly noisy; impossible to sleep with it on.
In-room lighting inadequate, both bathroom and main room.
Overall a great hotel but too expensive for regular patronage.
June 16, 2014
Rated 4 out of 5 by Kuchen8 Nice place
Had a pleasant stay n it felt nice. The name addressed to should be Mr Instead of Ms Request you to make changes in your database.
It is Mr Mugsang Kuchen.
June 17, 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 sues61 our one night stay
Our stay at W Sentosa was fantastic. We would recommend it highly
May 14, 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 3 out of 5 by Es85 Not an usual W Standard!
My friend and I are W fans! Whenever there is W, our first choice definitely will be W. I'm not very satisfied on my recent stay in W Singapore. Everything in the hotel are crowded and fully booked.
After check-in, went to Skirt to make reservation to celebrate my birthday, but had been told that the restaurant is fully booked and only available at 10pm. No choice due to we do not want to have buffet in the other restaurant Kitchen for birthday celebration, so we agreed and confirmed our reservation. A little disappointed, I understand is on weekends, maybe next time should remind guest to make reservation for the restaurant whenever there is peak seasons in the email after we booked the hotel to avoid disappointed. The services in Skirt was below our expectation due to one of the Chinese male talent/waiter who took orders from us was not friendly, arrogant, without smile. He looks like in a hurry while took order with us, my friend haven't finish her order, the talent already walk away. Kind of rude. Except the male waiter who took order with us, all the talents in Skirt are friendly, foods are delicious and above our expectation.
Next, breakfast are crowded, have to Q-up to wait for the table. After seated, we wait for the talents to offer us coffee/tea, but no one come to us. Understand that Skirt are open to serve breakfast due to large crowd, but both restaurant still very packed/crowded, it is too congestion in the peaceful morning. Solutions need to solve this issue. Other than that, the breakfast has wide variety of choice and delicious!
The whole W is really congestion in the weekends, wanna order the high tea set around 3.45pm in woobar, the lady talent told us the time to serve high tea set is over, but around 4.15pm I saw they served it to the other table. Thus, we order again with a male talent, he told us will check it out for us. The same girl who took order from us saw and whisper with the male talent, he come back to us said that the table already booked high-tea set in advanced. Around 4.45pm, we saw there is high tea set served to another table again. Wondering is the high tea set really finish or they do not want to served to us due to they are too busy, insufficient staffs and can't handle the crowd.
My friend passed the birthday cake to ask them for to send to the room to surprise me, the cake sent up with the box without unwraps and without candle.
Room was great, comfortable and nice view.
June 17, 2014
Rated 5 out of 5 by RBD1 Outstanding hotel.
All features of this hotel meet the high standards of the W Hotel system and Starwood system. The staff are very helpful and friendly, and clearly carefully selected and well-trained. The facilities, including the large and beautiful pool, are wonderful.
My only criticism is that Port Wine should be added to the wine list, since all major hotels around the world offer port wine by the glass. Port wine is the most popular sweet wine, and should be made available at the W Hotel Sentosa.
April 26, 2014
Rated 4 out of 5 by TheWHotelFan PERFECT GETAWAY
Went to W Hotel Singapore for a 3D2N getaway for my friend's birthday. It was superb. Love how they pay attention to all the small details and we were entertained by all the design elements throughout the stay. The scent and music were great. We spent the entire time in the hotel without seeing the need to travel out, thanks to these brilliantly designed FIT gym, AWAY spa, Pool and WOO bar. Yes, we truly "refuel & recharge" ourselves during the 3D2N stay, as promised by W.
Special thanks to the talent who arranged a cake to be sent to our room at 9PM sharp for the birthday celebration. The cake was great and delicious.
This is my first time staying in W Hotel and I am pretty sure I have become a fan of W. Will definitely try out other W Hotels in Asia soon.
Room for Improvement:
1. The staff at the concierge really needs to smile a little more.
2. The service menu stated that there is a pillow menu. However when we called Whatever / Whenever, the person-in-charge did not offer us any options. We requested for a foam pillow, but it wasn't available. No big deal though.
3. Food at the Kitchen Table can be better. Personally I felt that the selection and taste was a little below average.Have been to better ones. But then again most buffets in Hotel aren't that great. So not an issue.
4. Is there such a thing call SPG Recognition?
June 15, 2014
Rated 5 out of 5 by FZen FABULOUS STAY
Big Thank You to the W team! Stay was fabulous as usual :) Most importantly my mum really enjoyed her stay and the endless fun pool time with her little granddaughter! Birthday cake for my mum was Wonderful!
Special thanks to Duty Manager Shane as well
WE LOVE W
June 12, 2014
Rated 4 out of 5 by FatBoyOz Family Stay at W Hotel
We recently stayed at the W hotel in Singapore, it had been some time since I had visited Sentosa and was initially hesitant, but found getting around a breeze and the new facilities and amenities that the Island now offers is exceptional.
The Hotel is extremely funky and the staff were extremely professional and couldn't do enough to make our stay enjoyable.
My only comment is that there beverage pricing was extremely high and if was more reasonably priced we would have stayed around the hotel longer to enjoy there hospitality but at the ridiculous pricing this would detract most visitors.
May 26, 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 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 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 4 out of 5 by JFMAY2014 Good but needs improvement
Check in was fast and efficient.
Staff were friendly and generally pretty good.
The room was nice, however the shower was disgusting with mold on the floor and when you tried to use the front jets the water leaked underneath the door and all over the bathroom.
The Hotel is quite new but the mattress was very soft and the springs felt like they had seen better days, my wife and I both woke up with sore backs.
Breakfast when it did arrive was cold and below average to say the least.
The room could have been cleaned a bit better but was not bad.
Overall the experience was good but these things little things did annoy me enough to log on and write a review.
May 19, 2014
Rated 5 out of 5 by happygirl2014 My favourite hotel in Singapore - W Singapore
I would like to say a huge "thank you" to all the staff who made my stay at the W Singapore outstanding! I really enjoyed all aspects of the hotel, from the moment I arrived to the day I left Sentosa.
I would like to express my appreciated to Shelia at front reception who took the time to share all her knowledge about the hotel facilities and Sentosa (ie: shuttle services). She was really professional and helpful at all times.
Also, all the food and beverage staff (including the chefs) were so friendly and wonderful during the breakfast service. Everyone worked really well together and the service was amazing. Hong (the gentleman who cooked the bacon in the morning, was a patient and great chef).. thank you so much to your F&B team.
Thank you so much for making my stay memorable and wonderful! Ill will recommend your hotel to many of my friends and family!
ps: I will be back again!! :)
April 24, 2014
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 Buster2014 Fantastic Family Stay !
The staff were really exceptional and made our family stay a wonderful relaxing time. The added benefit was the great quality of the in house restaurants and again the staff were truly professional and knowledgeable with a wine list that let us enjoy the meal in it's entirety.
April 24, 2014
Rated 5 out of 5 by Geo007 First time at a W hotel
Amazing place with superb service and facilities. Only criticism is hotel and local restaurants are very expensive to eat at every night.
April 27, 2014
Rated 3 out of 5 by OliD Expected way more
Hotel architecture and interior design
Pool, pool size, pool bar
Staff responsiveness. worst I have ever seen at any W or Starwood. Slow staff, overworked and stressed. Hard to get their attention. They forget to bring ordered drinks.
Food was average at best. Selection at breakfast too small. For that price it is a joke. 110SGD for the lunch/brunch buffet, was way overpriiced for what was available.
Not enough chairs at pool.
June 2, 2014
Rated 5 out of 5 by Rikki13 Great hotel
Fantastic hotel, wonderful pool area. Very kid friendly and hotel staff very friendly
April 27, 2014
Rated 5 out of 5 by Al4ang1991 Great Stay
We had a great stay and the hotel lived up to our expectations of a Starwood resort.
Our only concern was the distance from the attractions and the city. More frequent shuttles may help.
April 25, 2014