Sofitel Singapore City Centre — Attraction in Singapore

Feedback on the Banquet Experience||Event Date: 3 January 2025|| 1. ROM Ceremony|| • No full-time staff were present to assist during the ceremony. Part-time staff stationed at the venue did not provide necessary assistance, such as pulling out chairs for guests. The groom’s brother had to step in to help, which was inappropriate for such a significant occasion and detracted from the experience.|| 2. Lighting During Speeches|| • The spotlight was not turned on during the bridesmaid and groomsman speeches. It was only switched on halfway through the groomsman’s speech after a reminder was given. This oversight disrupted the flow of the event and reflected a lack of attention to detail.|| 3. Food Service|| • Food service was inconsistent. At times, the VIP table was served first, but on other occasions, their meals arrived only after the other tables had been served.|| • The VIP table paid for 10 Chinese meals and an additional special diet meal for a guest. However, one Chinese meal from the prepaid order was missing and not served.|| • During the prawn dish service at the VIP table, no finger bowls or wet tissues were provided. When queried, the Banquet In-Charge mentioned that only finger bowls are provided. It is concerning that these were entirely forgotten. Additionally, the hygiene of shared finger bowls for 10 guests is questionable, particularly in a post-pandemic environment.|| 4. Parking and Coordination|| • Although the couple booked several rooms, the carpark coupons provided did not cover per-entry charges. A host family member incurred $15+ in parking fees while assisting in sending guests home. The host and main coordinator were unaware of these limitations, leading to confusion and the need to apologize to affected guests.|| 5. Bar Service|| • When guests requested neat pours of the hard liquor provided by the host, the bartender poured an excessive amount, filling half a highball glass. This created inconvenience as guests had to share the drink with others, reflecting a lack of training and awareness of proper service standards.|| 6. Overall Feedback|| • Considering this is a 5-star hotel, the overall experience fell below expectations:|| • March-In Effects: The use of only one smoke machine or dry ice was minimal and unimpressive. Spotlight effects were similarly lackluster.|| • ROM Setup: Although the ROM setup was not included, it would have been a thoughtful gesture to temporarily repurpose the ballroom setup for the ceremony and return it afterward. Such an initiative would have demonstrated the hotel’s commitment to going the extra mile in hospitality, which was notably absent.|| • The Banquet In-Charge and part-time staff required constant reminders about missing details. Many of these issues could have been avoided with better observation, proactive service, and proper training for part-time staff.||||In Conclusion||The overall experience fell significantly short of the standards expected from a 5-star hotel. The lack of attention to detail, inconsistent service, and insufficient staff training caused unnecessary distress to the couple. They were placed in the unfortunate position of having to explain and apologize to their guests for the shortcomings, leaving a negative impression of the event.||||I trust the management will review this feedback thoroughly and reach out to the couple and affected guests to address these concerns and provide...

We didn’t enjoy our stay here, for a variety of reasons. The hotel design itself contributes to a disjointed atmosphere and experience, with concierge on the ground floor separated from reception on the fifth floor. When asking reception questions, they referred us to concierge, and so we had to return to the ground floor, instead of having a more seamless experience had concierge and reception been on the same floor. The suite itself was spacious and lovely, but the complex lighting system was too fiddly and we ended up quite frustrated trying to get lights on and off. The lighting in the bathroom was totally inadequate and the mirrors were so tinted that we couldn’t see ourselves clearly. We requested assistance with the mirror lighting in case there was a dimmer switch somewhere that we missed, A technician arrived and came into the room in bare feet only to tell us that the mirror lighting was not changeable. After hanging up our towels after use to dry out, our towels were replaced every day, despite the green sustainable leaflets hanging in the bathroom. The placement on the walls of the bathroom and shower hand wash, body wash, shampoo and conditioner dispensers was either up too high or in a position that made it awkward, difficult even, to pump out. There was a fancy Nespresso coffee machine which was complex to use, with no instructions, and no milk provided or offered to make any of the cappuccino style drinks featured on the dial. There was no powerpoint or table space to plug in the kettle at the tea station. There was no mention at check in or in the room that soft drinks in the mini bar were complimentary. The USB A power outlets were next to only one bed side, and during our stay they failed to work, resulting in our escalation late one night to reception, for a technician to come the next morning to confirm its failure and to replace the whole unit. Power points were oddly placed at the desk and we had to unplug the TV soundbar woofer to free up one power point for our power adapter. There was no power outlet in the bathroom to use the hairdryer-the closest plug was near the floor in the wardrobe. Most disappointing was Club Millesime, which again is not on a high floor, but on the fifth floor, again separated by a long walk from the main lobby, to what felt like the backroom next to the ballroom. The atmosphere was nonexistent. The food in the evenings was lukewarm at best, often cold at worst, and we had to request a plate be returned to the kitchen for microwaving. We thought this would be a health and food safety issue. The staff at Club Millesime reported that the bainmarie heating platform might have been an issue. Overall staff seemed new or inexperienced. Requests to concierge about shipping an international parcel went unanswered; only when we presented ourselves to them did we get an answer. On departure, we ordered an early morning taxi to Singapore Airlines first class check in drive, and the concierge had to look up this information on his phone, in order to advise the driver. Lastly, as an Accor platinum member, there was no recognition of our status left in the room, unlike many other Accor hotel stays. For all of these reasons, then, we won’t be returning...

First time experiencing really disappointing service as club room guests||The club room is supposed to come with one-time refill of the minibar, instead of setting it up automatically, we asked the housekeeping staff if he could fill our minibar. He informed that as we are at level 19, they do not fill the bar, we’ll need to order.||When we called the front desk to confirm that our club room included minibar, we were told we were entitled to minibar. This is the first time that we had to do this after staying at this hotel for so many times. It shows a lack of communication from front desk to housekeeping.||Then at Club Millésime, when my husband and I arrived at the for the afternoon tea at about 4pm yesterday, after we were directed to our seats, no service staff checked what drinks we wanted or inform if they would be serving any tea set to us. There was only some remnant pastries at the food counter.||There was only one other table with maximum 3 guests within the Club who were already served.||There was a total of 4 service staff around, they were just clearing the tables or chatting with each other. We had to signal one them who just finished clearing the dishes that we wanted to order our drinks. We ordered two flat white (one with oat milk). After 5 minutes, our drinks were still not served and we saw 3 staff gathering at coffee bar area chatting. We left without receiving our drinks and decided that we should spare ourselves for poor service for the rest of our stay. We skipped the cocktail and had our breakfast at Racines this morning instead. It is the first time we paid for a club room and decided to skip using the club lounge services.||At Racines, when we informed one of the female staff who was clearing the table beside our table that we are just going away to take more drinks and will be back. She told us to maybe put a phone or wallet to show that we are coming back, otherwise the staff will treat it that you have left and clear your table 😅||Generally, the Racines staff are better trained except for the female staff mentioned above.| |The towels in the room also have a funny smell. It smells like it was folded before the hot towels were not cooled down enough. The towels were also fraying at the edges.||At checkout earlier, the female front desk staff asked us twice if we needed to keep our luggage at the concierge within a minute after acknowledging our answer when she asked the first time.||There seems to a lack of presence from the staff from different departments.|Very...