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“Areas for Improvement” 2 of 5 bubbles
Review of Resorts World Sentosa - Equarius Hotel

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Resorts World Sentosa - Equarius Hotel
Ranked #5 of 13 Hotels in Sentosa Island
Certificate of Excellence
Singapore, Singapore
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
“Areas for Improvement”
2 of 5 bubbles Reviewed 27 October 2013

The following are our observations on our experience at this hotel from Oct 22-25, 2013.

1. Check-in procedures. We had made reservations for three rooms. Check-in is 1500hrs. We arrived at 1445hrs on a Tuesday where there are not many guests checking in since it's the middle of the week. There was no apology that by 1500hrs they were still processing our check-in and only one room was available. We had to wait until 1530hrs for the second room, despite having two young children (one of them is a 13-month-old infant) and an elderly couple in our party. We left for some food and returned later and even then the staff had not made a set of access cards for us and we had to wait some more for the front office to program the access cards to the third room. We saw an even longer line of people checking in on Friday afternoon (approx. 1430hrs). Also, the hotel did not notice that we had driven ourselves to the hotel and parked in the basement although they received us at the drop-off area at the front door. Parking is free for guests (one vehicle per room) but we had to proactively ask for the free parking pass to get out of the basement parking.
2. Room. Bathroom shower stall has MILDEW (at least in room 710). There are cleaning products out there that can easily deal with this problem in less than 30 minutes (we use it in our own home) and for this grade of hotel, we expect much better.
3. In-room internet and WiFi. Internet is not free in this hotel. We saw that there is a very nicely laid out set of instructions and internet access packages of varying prices displayed in the rooms. What we have also observed is that there are many hotels and restaurants in this region that provide complimentary internet service. We certainly did not expect that internet access is an additional charge on top of the prices we had to pay for room and board. Needless to say, we did not use any internet service from the hotel because we felt this was an underhanded technique to squeeze out a few bucks from the guests.
4. In-room entertainment. The in-room entertainment system is nicely done up (intuitive interface typical of say, an in-flight entertainment system like Singapore Airlines), perhaps better, and they also have a second TV screen (with separate remote control) in the bathroom. A downside we noticed was that there were no English movie channels from the selection of available/free channels in the room (there is one, maybe more Chinese/Cantonese movie channels). English movie titles are available on a pay-on-demand basis. We felt that there should be at least one movie channel from the available/free system and that having English movie channels by on-demand basis was also an underhanded technique to squeeze out a few bucks from the guests.
5. The rest. If the hotel management had not ruined our first impression of the hotel with the crappy check-in procedure, we would have been much more willing to highlight the other positive points of this hotel but we'll list out a few things here to be fair:
a. Large and nicely appointed rooms (except for the mildew) with a nice view of HarborFront Center (cruise ship docking) and a small water park where we could see dolphins swimming in one of the pools.
b. Spacious parking basement (make sure you get the free parking pass if you're a guest 'cuz they're not going to hand it to you if you don't ask).
c. Quiet swimming pool. Almost deserted except for the occasional swimmer. Water is warm due to the dark tiles that absorb heat from the day. Pool shape is irregular but long enough to do ~50m laps but a bit hard to keep a straight line--no biggie.
d. Shuttle service. There's a shuttle service operated by the resort (RWS group of hotels) that bring guests from the sister hotels to the Festive Walk (Hotel Michael) area where most of the entertainment and food is, which we guess leads to other parts of Sentosa via the island-operated bus service (we didn't explore this). We noted that although the shuttle service only officially starts at 1000hrs, the hotel provides a buggy for guests at ~0900hrs (could be earlier), which we thought was convenient.

Room Tip: Highest floor (7) has best view because of higher vantage point to see the cruise ship dock.
See more room tips
  • Stayed October 2013, travelled with family
    • 3 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 2 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
2 Thank Don L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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937 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    3.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    3.5 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveller tips help you choose the right room.   Room tips (200)
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  • Chinese (Simplified) first
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  • English first
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English first
Red Deer, Canada
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 bubbles Reviewed 26 October 2013

We stayed at Equarius for 3 days and 2 nights as part of attraction package. The Lobby is tucked in the corner and completely unorganized. Guests are not greeted or guided and are on their own to approach the front desk staffs. Forming and following the "Q" system is totally left to the guests and is not mandatory. Cutting the "Q" is common practice and the front desk staffs seem to encourage it by attending the guests who approach them first. In spite of getting to the hotel 15 minutes after the check-in time of 1500 hrs, i was told the room that we booked will be ready after 1 hour and hence i was offered the room that was reserved for those physically challenged. When i told i am ready to wait for an hour, the attended seems to be unhappy and wanted me to take the room else the wait period could be longer. All attractions except "Adventure Cove" need shuttle services for drop-off and pick-up from this Hotel. Not very convenient when you plan to access the attractions. Rooms were spacious and large. Decor within the room was very good. Not many choices in the mini-bar. Breakfast had very little choices and are same all the days. Services needs improvement. The period we stayed in the hotel was off-peak and in the middle of the week. The front desk staff seemed to have very little training and were struggling to keep up with the guests requests.

  • Stayed October 2013, travelled with family
    • 2 of 5 bubbles
      Value
    • 2 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
1 Thank Kapilan R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Hong Kong
Level Contributor
21 reviews
11 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
4 of 5 bubbles Reviewed 26 October 2013

My husband and I returned to Sentosa every year to celebrate our wedding anniversary. We used to stay only at Shangri-La Rasa Sentosa, but since we are spending 4 nights in Sentosa, so I decided to split my stay between Equaruis and Shangrila.

I'm so happy with my decision trying Equaruis, especially when the concierge lady upgraded us to a seaview room with view. The room is big and well decorated, with a huge bathtub for us to enjoy during the night. The bathroom is very clean and we really enjoyed every bit of the room.

Our package didn't include breakfast, so cannot comment on that. We tried the Ocean Restaurant for tea-time snacks and we didn't regret going there cuz the aquarium view is simply astonishing. The fish and chips and chicken nuggets tastes average, nothing special worth commenting, but we still recommend the place simply because of the view.

In terms of hotel service, I do think the Equarius needs improvement. Not that the staff is not nice, everybody is nice and helpful, but they all fail to provide useful information for guests to enjoy the resort. For example, when I asked front desk about the spa menu, she asked me 'Which floor are you staying at?', I replied 'The 6th floor'. Then she said 'Oh yes, there won't be spa menu at your floor'. She didn't have the intention to provide me with a menu, leaving me with a big question mark regarding whether the spa is reserved for higher spending guests?

Example no 2: when we wanted to go to the Pool, a staff just blocked our way and said there's nothing inside. We're quite surprised, and so we kept asking different staff to check where the main pool is. All seems unwilling to let us know the exact location, when we reached there, there are no staff to help us set up the day beds or serve us with towels, the pool looks so deserted. The pools are linked with the Beach Villas, so I guess the hotel staff didn't want the 'room' and 'suite' customers to use the pool reserved for the Villa guests?

Anyhow, while we found our way to the pool, we discovered the ESPA, and we went inside for a look out of curiosity and we are thrilled with all the amazing facilities inside. When we knew from the Spa staff that they are offering 50% off a special package, we immediately joined the package to celebrate our wedding anniversary. The package costs SGD$450 person person in normal price, and they are now offering the package at SGD$225 per person now. The price includes:
- all day pass to all ESPA facilities including the incredible Onsen, steam sauna, rock sauna, vitality pool, cold pool, the fantastic changing rooms
- 1 hour and 45 min massage and spa
- 3-course meal at the Tangerine spa restaurant that offers healthy and calorie-calculated
dishes.
- all day courses (boxing, yoga, SMRA etc)

We are so happy to have found the ESPA without the help from the HOTEL STAFF. Despite the lack of service at Equaruis, I'll still go back without doubt, the ESPA and Hotel rooms has successfully won us over from the Shangrila.

  • Stayed October 2013, travelled as a couple
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
3 Thank PJtrips
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Level Contributor
7 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed 24 October 2013 via mobile

Stay in the hotel for the third time this year and services provided by the hotel from check in to house-keeping and other service and room request has been top notch during each stay. The room is big for a hotel room in Singapore and the toilet is bigger than other hotel. The staff is very friendly, helpful and prompt to request. Although the hotel is located at one end of RWS but there is a 15 mins interval shuttle service that bring you to the other attraction in RWS, like Universal Studio. The hotel will have a special entrance to Adventure Cove Water, therefore there is no need for you to walk a big round to the main entrance. Wi-Fi need to be pay to access.

The check in time is 3pm and they will let you check in to the room at only that time, therefore if you are early then you can registered with them, visit their attraction and then check in at 3pm to rest. Would recommend for others who wish to relax with good service.

Stayed October 2013, travelled as a couple
Helpful?
Thank Koh72
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Singapore, Singapore
Level Contributor
8 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
3 of 5 bubbles Reviewed 21 October 2013

I stayed at Equarius for 1 night (18 Oct) with my husband and baby. Booked a Deluxe King room, but to our dismay, it was 2 single beded. I remember telling the front desk that I wanted a twin beded. And I suppose twin beded means double bed, i.e. a king size bed. And so, I ringed the front desk to request for a change of room, as the bed configuration is not accepted for a family. The front desk lady kept saying that there was no room, and she could get the housekeeper to join the two beds with a cotton layer in between. I dont believe there was no room, as I checked in on Friday at 3pm. During check-in, the front desk still asked me what type of bed and room view I want. So, to save them the trouble, they used no rooms available as an excuse.

Next, we realised that the balcony wall in our unit (5th, smoking floor) was full concrete. In fact, the balcony for all water-front facing rooms on 5th floor is of concrete type. It is not the railing type as seen on the picture. So your view gets blocked. I do not understand why smoking floor has to have concrete wall balcony.

I got a shock when the housekeeper sent the baby cot up. There was no proper matress cover, it was wrapped with a normal white bedsheet. And there was no cot protector. The housekeeper said they do not have any. And gave us 2 towels to put round the cot. The baby cot looks more like a cage, with small bits of rust and stain here and there. This hotel is not baby friendly.

To make things worst, the fridge is not working, it is not cold! We need the fridge to keep baby food. The spotlight on top of the bed is faulty too. After turning off, the light would still flicker occasionally.

It was near to 5pm. We were tired and irritated by all the disappointments. My husband insisted with a room change. Finally, we were given a complimentary upgrade to a room on 3rd floor that comes with a large grass patch and railing type balcony, forest facing. Why do they call it an upgrade, where the room size is the same? Except for the grass patch, which is a little useless.

We paid a premium for Equarius, room only without breakfast. Hence, we expect higher or better standard.

Room Tip: Avoid 5th floor (smoking floor) if you dont want a concrete wall balcony.
See more room tips
  • Stayed October 2013, travelled with family
    • 2 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
Thank DewySG
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Perth
1 review
5 of 5 bubbles Reviewed 21 October 2013

I stayed at the Equarius for 8 nights with my husband to celebrate my 50th Birthday.
I was very impressed with the facilities, the room, the cleanliness and the great staff throughout the resort who were always so pleasant and helpful! The breakfast buffet is awesome and the staff at the restaurant very pleasant, helpful and polite! The have a great gym and the pool area is fabulous!Access to Singapore city can be by cable car, monorail, taxi or even walking. The island facilities, food and entertainment were great and honestly, why anyone on holidays would book into a city hotel is beyond me..............Its so easy to get around Singapore from the island. The hotel even sent me a birthday cake to our room which was very sweet!

Any time I go to Singapore.....I will be staying at the Equarius.

K.S.

  • Stayed October 2013, travelled as a couple
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
Thank K S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Singapore
Level Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
1 of 5 bubbles Reviewed 14 October 2013 via mobile

Booked a deluxe room to celebrate hubby's birthday. Service was lousy and inflexible. Requested to change sea aquarium tickets to adventure cove as we just been to aquarium few days ago but was rejected reason being administratively more work for them. Room was huge but breakfast taste lousy. Very disappointed with the hotel service. The hotel staff never smile nor greet the guests and swimming pool was far and inconvenient.

Stayed October 2013, travelled as a couple
Helpful?
4 Thank Ahmall
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Resorts World Sentosa - Equarius Hotel

Property: Resorts World Sentosa - Equarius Hotel
Address: 8 Sentosa Gateway, Sentosa Island 098269, Singapore
Phone Number:
Region: Singapore > Sentosa Island
Amenities:
Bar / Lounge Beach Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #5 of 13 Hotels in Sentosa Island
Price Range (Based on Average Rates): £££
Hotel Class:5 star — Resorts World Sentosa - Equarius Hotel 5*
Number of rooms: 183
Official Description (provided by the hotel):
A haven nestled along the fringe of a tropical rainforest, Equarius Hotel is the perfect getaway for nature lovers and families alike. All our spacious and breezy deluxe rooms and suites feature a private balcony with stunning panoramic views of either forest or sea. The equally spacious bathrooms are designed for lavish convenience with double vanity areas, a separate bathtub and shower area. You will also enjoy exclusive use of the gym at ESPA at Resorts World™ Sentosa, Singapore’s first destination spa. ... more   less 
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