Capella Singapore

Lisa Myers5 months ago

3/5

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.