Sofitel Singapore City centre, good stay overall but some unacceptable aspects

This stay was in November 2022, second stay there but the last one was several years ago (shortly after the hotel opened). I truly enjoyed my 1st stay there and I was very happy to return its well as to return to Singapore in post Covid time.

The 1st disappointment was right upon arrival. Getting off the taxi, I asked the agent if I could check-in at the Club Millésime to be told that the Club was closed for a private event. Therefore, I checked-in at the regular front desk. They told me some arrangements were in place at the main bar on the 5th floor to replace the club this day, but that’s not the same of course. Check-in agent was polite but robotic and I certainly didn’t feel particularly well welcomed as a Diamond guest. Very different from the wonderful welcome I remember having received the 1st time I stayed there.

I booked a Prestige suite using SNUs for a 3-night stay. There was no further upgrade given (the only upper category room is the “Joaquim Suite” - I think they don’t upgrade anyone in those).

The main lobby and bar:

The suite was really superb. Announced at 76 m2. Large living room with desk and table for 4-6 people. Guest toilets, Of course Nespresso machine, plenty of water replenished every day.

The welcome amenity and letter.

The bedroom part with dressing room and large bathroom.

View from the room

I forgot to take pictures of the Club, but plenty have been posted in previous reviews. The noticeable difference I noted since my 1st stay are :

• there is no more (real) Champagne and we have now a cheap Prosecco. Otherwise the offer F&B is still solid during the evening happy hour cocktail time. Service was also good and friendly there.
• breakfast is not proposed anymore in the lounge. Need to take it at Racines (the main restaurant) where the full buffet is served but in a very busy large room.

The pool is still as superb as before.

Then comes the 2nd disappointment…

The 3rd day, the pool area was privatized for a kind of party during all afternoon and evening. All sun beds were removed and loud music was played during most of the time, and this was affecting the quietness of the Club Millésime as it’s located in the pool area. So the pool was not accessible to hotel guests during an entire afternoon & evening. Then, the next morning, I went to the pool at 10 am. Not a single clean towel was available in the racks; and the bin to collect the dirty/used ones was totally full.

Obviously, since the previous evening when the “party” used the pool premises and all available towels, no one took care of removing the bin with used towels and to place clean towels in the racks. And this was at 10 am, not 6 or 7 am… There was no employee in sight, no phone to pick up to call someone. I stayed until 11am using my room bathrobe as a towel. When I left at 11 am, it was still the same. Several clients were looking desperately for towels, but obviously no one cared.
On top of that, there were still some left glasses and beer bottles from the previous evening around the pool area. The temporary structure used for the party was also still left, with a part of it laying on the ground.

It is unacceptable in my opinion to privatize some hotel premises, so that paying guests cannot benefit from them. This a way too frequent problem in Accor hotels in Asia. Add to this the lack of basic services (towels) and cleanliness problems in a Sofitel (bearing the word “luxury” attached to its brand…). I remember I faced the same situation some years ago at Sofitel So Singapore where I was in complete shock to see the state of the pool area the morning after a private party.

Overall, the stay was certainly not bad thanks to the superb Prestige suite, but the area privatizations and lack of proper service at the pool were big minus and I certainly noticed a decrease in staff friendliness and ability to deliver the expected level of service in a Sofitel. There was no more Covid restriction or crazy measures in place, everything was back to normal at the hotel.

I wrote an email to the GM after having left the hotel to express my dissatisfaction about the problems encountered. She never replied herself but left it to her Executive Assistant Manager who handled my message seriously and I received the following response :

“Greetings from Sofitel Singapore City Centre.

Thank you for your patience and your constructive feedback, following your recent stay with us. Taking care of all our guests, including esteemed Diamond member like yourself, and providing them with a pleasant stay experience is definitely our priority at Sofitel Singapore City Centre. I have since looked into the matter with the various departments personally and had taken steps to prevent future recurrences of such service shortfalls.

As a gesture of apology, I would like to offer a complimentary upgrade to the Prestige Suite on your next stay with us, as I understand from your previous email that you had enjoyed your stay in the suite. Please do reach out to me prior to your arrival so that I can take care of the reservation for you personally.

Meanwhile, please do not hesitate to contact me if you would require any further assistance. Once again, I apologize for the experience and we look forward to see you back with us again very soon.”

Fair response for a service recovery. But that should not happen and we are not talking about difficult things to do.