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“So many issues with a 5-star resort”

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Resorts World Sentosa - Equarius Hotel
Ranked #5 of 13 Hotels in Sentosa Island
Certificate of Excellence
Level Contributor
6 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
“So many issues with a 5-star resort”
3 of 5 bubbles Reviewed 27 May 2014

The hotel was supposedly to be one of the better ones among the hotels at RW Sentosa, but perhaps there were too many issues at the entertainment complex that made the experience nowhere close to 5 stars.
1. Despite that we checked in during off peak hour in the evening, it took two phone calls and some 40 minutes to get our luggage delivered.
2. The tap of water basin drained extremely slowly and water only started to get slightly heated up after 3 minutes.
3. The door and wardrobe handles had fairly sharp edges and I actually skinned my lower arm by accident. The handles could be potentially dangerous for young kids.
4. Even the fine dining restaurants were understaffed. At least in TungLok Heen and Ocean Restaurant by Cat Cora, two of the celebrity chef restaurants at the RW, the service was slow even when the staff were almost dashing between tables to take and deliver orders.
5. The shuttle buses only dropped you off at the entrances of other hotels at the RW, but the signage to certain parts of the complex was unclear. We could't really find the way to the SEA Acquarium from the Hard Rock Hotel entrance without getting help from the hotel staff.
6. The management seemed to have a very different interpretation of what a spa restaurant should be like. Tangerine was basically occupied by staff and apparently contractors who worked at the RW. They just couldn't keep their mouth shut for a second and as a result, the tranquility of a spa restaurant was gone.
7. Some staff were either dishonest or poorly trained. The 1PM late checkout guarantee for online reservation was not offered on check-in. On the departure date, I called the front desk to see if I could check out late and the response was I could stay till 12:30PM. Only when I mentioned the late checkout guarantee did the staff say, unwillingly, I could check out at 1PM. He though reinterated that I couldn't check out any later than that as if he were doing me a favour.
8. When the front desk staff printed the bill for my checking, I noticed that I had been charged for making a local call, which I figured out later that could be the charge for my call to the guest service that was subsequently forwarded to TungLok Heen. Besides, I was charged double for in-room Internet on one day because I had logged on twice for some technical reasons. When I raised about these, the staff agreed to take them out from the bill, but did not appear to be apologetic at all. After check-out, I found that there was indeed a third error: the spa coupon that came with the hotel package had not been deducted from the bill. Fortunately, another staff quite efficiently rectified this before my departure.

On the good side, the ESPA was good with a beautiful environment. The Forest restaurant also offered pretty delicious food with helpful staff at reasonable prices.

Perhaps the RW has reserved its best service at the more exclusive spa villas, but I see the risk of disappointment with so many management problems within a 2-night stay.

  • Stayed May 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank MMicxx
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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994 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 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 (207)
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SG
Level Contributor
52 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 38 helpful votes
3 of 5 bubbles Reviewed 26 May 2014

Booked the Equarius hotel for a weekend staycation. Check in was quite fast (around 15 mins with 2 queues and around 6 guests checking in) but no intro of the hotel were given. No one mentioned we could use the gym and we wasn't told where's the pool, restaurant. Rooms wasn't tat fantastic given the price and stars rated. Lights were not centralized and have to get up from bed to access the aircon controls. Curtains have to be pulled manually and given the standards, it should be remote controlled. iPod docking station only compatible with iPhone 4. No free wifi too. Toiletries were Espa brand. Toothbrushes and tooth paste provided. Huge bathtub. Separated shower and toilet. Was told that late checkout at 1 pm applicable if we book direct through RWS WEBSITE but wasn't given it. Should have book through Agoda to gain points instead. Felt cheated
Location - far away from the RWS Convention, casino and theme parks. There's a free shuttle though. However we drove, thus we drove through the car park to Hard rock and took a 5 mins walk (exit to Hard rock pool area, turn right, down the stairs and you are at the USS, Sea aquarium) pls note Equarius and Hard Rock have another gantry after you enter RWS car park, thus we couldn't drive all the way to there.
Room service- pls avoid ordering food. We ordered the American breakfast which cost $42. 2 small pancakes, scramble egg, 2 small sausages, 1 tiny hash brown, 1 tiny piece of bread (quarter size of a slice of bread) and a plate of fruits. Pot of coffee and glass of Apple juice. This costs almost $50. Definitely not worth the price!
TV channel - free to air channels like channel 5,8, U were provided. Extra channels less than 10. Think my TV at home even has more. Only HBO and Star Chinese movies and some sports channels. There were movies but each costs $20.
Espa - went for a massage with the $100 voucher, good massage and worth the extra $100 that I have to pay. A 60 mins massage costs $200 excluding taxes.

Room Tip: Choose forest view if you preferred quietness, pool view is noisy
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  • Stayed May 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank SGlady
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Singapore, Singapore
Level Contributor
18 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
5 of 5 bubbles Reviewed 22 May 2014

The Equarius has gorgeous huge rooms - a great balcony which overlooked the waterpark (it could get noisy sometimes with all the kids), but stunning view across the water. Loved the toiletries in the bathroom and the sheer size of the bathroom was amazing - so big!
Yes, it's expensive, yes, it's a bit of a walk to Resorts World compared to other hotels, but the facilities, grounds and restaurants are wonderful and cannot be beaten. Beautiful experience! the Tangerine restaurant serves wonderful organic gourmet meals - must try!

  • Stayed March 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank KStanno
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Level Contributor
21 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
3 of 5 bubbles Reviewed 19 May 2014 via mobile

Rooms are huge. However location of the television in room is not facing bed. Same goes for toilet television not facing bath tub. Do requests for the adventure cove view. I would recommend couples to visit ths hotel. Not recommended for kids.Toiletries from espa which is high quality compare to festive hotel.Not much restaurant here only Forest which will costs you a bomb.

Stayed May 2014, travelled as a couple
Helpful?
Thank Ng K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Singapore, Singapore
Level Contributor
92 reviews
48 hotel reviews
common_n_hotel_reviews_1bd8 147 helpful votes
3 of 5 bubbles Reviewed 15 May 2014

Stayed in Equarius Hotel for the first time and everything looks quite grand at the lobby, its isolated from the rest of the other hotel thats within the Casino area in RWS so its kinda tranquil. Still if you wanna walk to the casino and where all the restaurant are its still just a 10min walk;) Checking in was a breeze as I arrive in the evening, requested for a sea view but got a forest view instead, not happy as the hotel was clearly deserted since it was weekday and the lobby was very empty.

The room was huge, everything was new and luxurious with Ipod docking as well, toilet was also grand with 2 basin and mini TV which was position weirdly beside the basin..this is however by far the best 5 star hotel that RWS can offer other than crockfords tower hence its charging much more higher price than Festive etc. You can actually see the dolphin within the hotel when you explore around which is quite fun, sadly thats about it, they charge $385SGD for 1 night which you might expect more than just these...the breakfast was very poor for sucha price...If you really want a nice sea view or just quietness I recommend just paying abit more and stay at the beaufort hotel or W sentosa cove instead...All in all, totally not worth it for the price I paid, staff at check-in were not friendly enough and totally useless to some point that they didn't even tell me where and when is the breakfast..Come here only if you wanna try out once..

Room Tip: Get a seaview
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  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Dae89
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Singapore, Singapore
Level Contributor
20 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
3 of 5 bubbles Reviewed 15 May 2014

Booked a Deluxe room for one night staycation. The hotel is far from the rest of rws hotels. The staff for check in and check out were very "mechanic". However, one particular staff at the lobby who assisted us was very helpful. He helped us carried the pram and bags up the shuttle bus. Too bad I cannot remember the staff name (i think is Gerald). Room wise, it is big. Similarly for the toliet. They have 2 basins! However, there was stains on the bed sheets and headboard. There was also a weird smell from the bathroom and bed sheet. We only realised this when we are back in the room at night. Therefore, we did not call the room service. The breakfast was limited. Overall, if u like to escape from the busy city, this is the hotel.

  • Stayed May 2014
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank CKING_SG
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Level Contributor
5 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 bubbles Reviewed 15 May 2014 via mobile

The hotel is located quite far away from Casio. Advise that you can take the shuttle bus from the hotel to the Casino. Bus will only come 15 mins per trip and will route you 1 round of the rest of the hotels at RWS.

There is no warm welcome by the hotel staff like how I use to have previously from Festive Hotel. The front desk staff might be too busy and didnt really carry out their smile and brief my husband well.

Check in only allowed after 3pm. The hotel signs are small and limited which may mislead people. I hope that the hotel can improve on the signage.

Upon check in, there are a welcome birthday cake upon request. The rooms are spacious and bathroom has bathtub and other basic amerities.

The wifi are chargeable which is very unreasonable for the price of the 4 stars hotel.

Please request tickets or if you are driving to Sentosa you may get it from the front desk staff if you are intending to leave Sentosa and return by train again.

In overall, I hope that the hotel management may want to train up the staff with a greater customer service.

Stayed May 2014, travelled as a couple
Helpful?
Thank Shurong C
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. ... more   less 
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