Not wowed

100   Recommended
February 8, 2018 by

 Map | 6 Reviews | 83% Recommended
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Sofitel Singapore City Centre
 Map | 6 Reviews | 83% Recommended

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Liked:
Location
Service
Food
Amenities
Room
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My stay at the Sofitel Singapore City Centre was just okay. Nothing really wowed me. I expected more for the hotel, considering the good amount of money I paid and it being a flagship Sofitel.

Check In

We arrived in the afternoon and were escorted to the lounge for check-in. A cold towel and undrinkable sweet juice were offered. I had booked a luxury club room and we received just that. All five suites were taken.

I know that the upgrade benefit depends on availability but I was of course disappointed. Nothing about the upgrade – or the lack of it – was, however, mentioned before I asked about it. A humble and proactive apology for not being able to offer the upgrade for the obvious reasons would have been appreciated.

The amount of suites was also surprisingly small. I learned that the hotel still have five top floors under construction even though it has opened its doors almost half an year ago.

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Room

A guest experience manager led us to our room. We got a corner room far away from lifts as is my preference. However, the room wasn’t on a high floor even thought it was sold us as a high-floor room. This is because all high floors has some electricity issues. Thus, the club rooms shouldn’t be advertised and sold as a high-floor rooms when they in fact are located on the middle floors.

The room itself was nice and spacious. In addition to comfortable king size bed and writing desk, it had armchair and large bathroom with both tub and shower but one sink only. Toiletries were Lanvin. I would have expected Hermes for a flagship hotel.

Other amenities included Nespresso machine, TWG teas, Bose audio system, complimentary snacks such as juices, chips, olives, and cereal bar, for example. The hotel also provided with a complimentary mobile phone with free calls and wifi which is common in Singaporean hotels so nothing really new here.

The modest welcome amenity was a few chocolates and a tiny bottle of that super sweet juice that was also served in the lounge a moment before.

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Service

Some staff was kind and helpful, some just indifferent. Lets take the turn down service as an example. It wasn’t done properly: wet towels not changed, amenities not filled, and bed prepared for one person only despite us being two.

When I called to housekeeping and introduced myself the agent on the phone ended the call by calling me by my partner’s name. Newspaper wasn’t delivered to the room despite it being a standard benefit at Sofitel. Small details are important.

I requested late check-out at 2pm and it was refused at first because the hotel was running ”very high occupancy”. When I checked Accor’s website, all rooms were for sale, including the club rooms where we were staying and at a reasonable price for the same day booking. Again, I had to express my disappointment before the request was approved and the two extra hours were given.

Also, the hotel felt very empty, almost deserted at times, especially at breakfast.

The club rooms includes free laundry for two items daily. However, I was told that this benefit starts from the second day only. Only after I reminded them that I’m staying for three nights and I can’t send my dirty clothes to the laundry the day I’m checking out, they let me send four clothes in one day but not two the first day…

No pre-arrival email correspondence, no one asked at any point how is our stay, and no guest satisfaction survey received after the stay.

Dining

We only had breakfast at the Racines restaurant so can’t comment on dinner or lunch. All in-house guests receives a coupon that entitles for 15% discount on dinner. Breakfast was excellent, both quality and variety.

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The lounge was cosy but the food selection very limited and similar every day. It consisted of cold cuts and cheese mainly, plus tiny warm bites. I would have been fine with that if I had received the lounge access as a benefit but now I paid for it, lots of money. At least they had champagne, drinkable Duval-Leroy.

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Afternoon tea was slightly better.

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The lounge, the restaurant and the bar all closes early: between 10pm and 10:30pm. After that, the hotel is dead. When we wanted to use our welcome drink vouchers near the closing time, bartender refused to take our order. We were advised to come back the next day which we did and used the vouchers for lychee martini that was recommended by the bartender.

We found it weird that the hotel only serves Nespresso capsule coffee, everywhere. I’m fine with it in my room but not in the lounge or the restaurant. I missed strong French press coffee.

Overall

The hotel is centrally located and conveniently connected to MRT station. The pool area is relaxing with direct access to the lounge but no sauna or steam room.

I find the hotel not so good value for money. I stayed for three nights and paid almost 300 euros per night with the super sales rate! I might give it another chance but I’m not rushing back.

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