3/5 Lisa M. 3 months ago on Google • 14 reviews New
We
have
been
to
Singapore
many
times
and
stayed
at
a
number
of
lovely
hotels.
We
were
very
much
looking
forward
to
our
stay
at
Capella
Hotel
as
it
had
received
very
high
ratings
online,
often
referred
to
as
a
six
star
resort.
Unfortunately,
it
has
not
lived
up
to
those
expectations.
Our
first
impressions
arriving
at
the
hotel
were
rather
disappointing.
The
Reception
area
was
underwhelming,
and
in
fact,
the
couch
on
which
we
had
to
sit,
was
dirty
and
stained.
Our
passports
and
credit
card
were
taken
without
any
explanation.
Our
passports
were
handed
back
to
other
guests
by
accident
.And
we
were
left
to
wait
for
a
long
time
before
we
were
taken
to
our
garden
villa
via
a
buggy.
The
service
was
very
poor
overall,
and
we
often
sat
waiting
to
be
asked
if
we
wanted
anything
and
waited
for
a
long
time
for
most
of
our
food
orders.
The
food
that
we
did
try
was
very
average.
The
food
also
came
out
at
different
times
and
we
ordered
an
omelette
and
a
side
of
toast
and
the
bread
was
slapped
onto
the
plate
covering
the
omelette.
On
both
days
we
ordered
an
orange
juice.
On
the
first
day
it
came
in
a
small
glass
and
was
half
full.
On
the
second
day,
it
was
served
again
in
this
way,
but
when
asked
for
a
second
orange
juice,
it
was
served
in
a
long
glass
and
full.
We
were
given
the
wrong
bill
for
our
food
on
the
first
day.
Our
room
was
made
up
on
the
first
day
at
2
pm
and
on
the
second
day
we
were
out
for
many
hours
and
returned
at
4
pm
and
were
shocked
to
find
that
our
room
had
not
been
made
up.
The
consequence
was
that
we
had
no
clean
cups/glasses
to
use
and
had
no
fresh
water
and
a
messy
room.
We
stayed
in
a
garden
villa
and
had
our
own
plunge
pool.
I
would’ve
expected
that
at
a
six
star
resort,
the
pool
area
would
be
made
up
to
use
daily.
Granted,
the
weather
was
poor
so
I’m
not
sure
if
this
happens
at
other
times.
Our
bedroom
view
was
of
the
roof
of
a
neighbouring
villa.
Although
there
was
a
well
stocked
fridge
in
our
room,
there
was
no
milk
for
tea
and
coffee.
The
iPad
in
our
room
used
for
in-room
dining
was
not
charged
when
we
arrived.
The
gym
was
satisfactory,
but
for
a
six
star
resort,
it
was
rather
small
and
lacked
a
number
of
commonly
used
equipment.
They
did
not
replenish
the
towels
which
ran
out
while
we
were
in
the
gym.
The
cleanliness
of
the
resort
is
below
standard.
There
were
what
looked
like
blood
stains
on
the
floor
of
our
bathroom.
The
toilet
in
our
bathroom
was
very
hard
to
flush.
The
resort
is
large,
but
there
was
no
offering
of
using
a
buggy
to
get
around,
and
we
had
to
walk
up
a
hill
and
stairs
to
access
the
main
part
of
the
resort.
We
also
feared
asking
for
transport
due
to
the
long
wait
times
we
experienced
at
other
times
of
our
stay.
Although
the
staff
were
friendly,
they
were
not
attentive,
and
appeared
inexperienced.
The
Garden
Villa
room
was
very
spacious,
and
the
bed
was
very
comfortable.
The
hotel
offers
a
shuttle
bus
service
around
Sentosa
that
is
a
helpful
offering
and
it
runs
every
half
hour.
The
Aesop
products
they
use
are
a
nice
touch.
It’s
just
unfortunate
that
the
shower
doesn’t
drain
well
and
you
have
to
get
in
to
pools
of
water.
It
is
an
expensive
resort
that
is
let
down
by
its
service,
cleanliness
and
attention
to
detail.
I
would
not
be
recommending
or
returning
unfortunately
and
am
leaving
disappointed.
Today
we
checked
out
and
were
quite
taken
back
by
having
the
rooms
division
manager,
Joan,
take
the
time
to
sit
down
with
us
and
talk
through
our
experience
and
offer
a
sincere
apology.
She
thanked
us
for
taking
the
time
to
provide
constructive,
honest
feedback
and
reassured
that
they
take
reviews
extremely
seriously
and
want
to
use
the
feedback
to
improve
the
customer
experience.
Thank
You
Capella
-
we
were
not
expecting
it
and
it
was
a
really
special
gesture
and
we
leave
on
very
good
terms.
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