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“Nice...but service is horrible!!!”
Review of Marina Bay Sands

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Marina Bay Sands
Ranked #36 of 312 Hotels in Singapore
Certificate of Excellence
Norwich, United Kingdom
Level 3 Contributor
11 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 6 helpful votes
“Nice...but service is horrible!!!”
Reviewed 16 November 2011

The level of service in this hotel is unacceptable! There are not enough people, they are badly trained and the level of confusion is immense. It is not worth the price paid!! Today I was told that my room would be changed (as requested)...and that I could go for dinner and get the keys later...what happened was that I got back...stayed in the queue for ages (as there was just one lady in the check in desk) only to be told that...they have given my room to someone else..!
It is VERY disappointing!! Come here to visit...but stay in another hotel!!

  • Stayed November 2011, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
3 Thank lbiscaia
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Shawn_Ng, Senior Hotel Manager at Marina Bay Sands, responded to this review, 21 November 2011
Thank you for your feedback. We are disappointed to learn about the challenges you experienced during your recent stay with us. I have sent you a private message and look forward to hearing back from you so that we can look into the details you have shared here.
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Sydney, Australia
Level 6 Contributor
135 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 65 helpful votes
Reviewed 16 November 2011

Have just stayed 2 nights & whilst the place is amazing I would not stay there again. Basically its just way too big and very impersonal. From the moment we arrived to check in I was regretting it as there was people everywhere. The room itself was lovely but we found the Skypark so overcrowded it was hard to even find a chair to sit on. Breakfast was very average and considering we payed more to stay there then our previous hotel which was much better we were really disappointed. My advice would be to stay elsewhere and buy a day pass for the Skypark or just take the lift up and have a drink at the Skypark restaurant so you get to see it.

  • Stayed November 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank Freez93
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Shawn_Ng, Senior Hotel Manager at Marina Bay Sands, responded to this review, 21 November 2011
Thank you for your review. We regret to learn that you did not fully enjoy your recent stay with us.

We have a large number of visitors from all over the world daily who wish to experience the excitement of our property and we are sorry to hear that it had affected your experience.

Please rest assured that we are continuously reviewing our processes for improvement and assessing how best to manage crowds, especially during peak periods, to ensure a pleasant experience for all our guests.

We hope that you and your partner will choose to stay with us again in future.
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Auckland, New Zealand
Level 6 Contributor
178 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 129 helpful votes
Reviewed 16 November 2011

I have stayed at MBS a few times, for business and pleasure. There are some great things - the pool on top is outstanding, the Rise lounge has great food. There are some poor things; room service slow and the internet is incredibly temperamental. There are better hotels in Singapore to stay in (although stay once, for the pool :))

Room Tip: Ask for a view of the Marina, or you'll be looking at the building site out the back
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  • Stayed July 2011, travelled on business
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    • Location
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    • Cleanliness
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Helpful?
4 Thank David D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Shawn_Ng, Senior Hotel Manager at Marina Bay Sands, responded to this review, 21 November 2011
Thank you for sharing your feedback with us. We are delighted that you enjoyed your time at our SkyPark infinity pool and at Rise lounge.

Please rest assured that we are continuously reviewing our service touch points for improvement. We have reviewed guests' feedback seriously and now all our hotel guests receive complimentary Internet service during their stay with us.

We value your patronage and we hope that you will visit us again in the future, perhaps after the completion of Gardens by the Bay in June 2012.
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Portland, Oregon
2 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 15 November 2011

This property is first class and has all of the amenities anyone would ever want . Excellent restaurants, incredible vistas from the top of the hotel but most importantly: a staff that is dedicated to service and treating you as a guest . It;s a rare combination when you get a compelling property, an amazing location ( and views) and people who are so motivated to treat you like it was your home . I've stayed here twice this year and it 'delivered' superb quality and comfort both times. Can't say enough god things about this place .

The adjacent casino and shops are a giant bonus of course !!

Room Tip: Ask for a room facing the city and somewhere above the 20th floor . . . awesome views
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  • Stayed November 2011, travelled on business
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
    • Service
Helpful?
1 Thank antone1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Shawn_Ng, Senior Hotel Manager at Marina Bay Sands, responded to this review, 21 November 2011
Thank you for your fantastic review. We are thrilled that you enjoyed your recent stay with us and we are especially heartened to learn that our Team Members contributed to making your stay a warm and comfortable one. We sincerely appreciate your positive feedback and we certainly look forward to welcoming you back to Marina Bay Sands in the near future.
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Bremen, Germany
Level 2 Contributor
5 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 15 November 2011

We checked in for one night for wedding-anniversary. Lovely detail was a wishing-well-card and a sweet cake. The room was huge, but not very stylish. Booked city view was magnificent.
The pool area is huge-you must imagine it extends over three towers! However its not very romantic, lots of steel. The Rooftop Bar its quite small. On a weekend it gets quite crowded. Overall its a nice experience and much better than just the Skywalk for non-hotel-guests. We had great weather and enjoyed every minute. But one day was enough!

Room Tip: Choose the city view, it takes you to the upper levels.
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  • Stayed November 2011, travelled as a couple
    • Value
    • Location
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    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Thomas557
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Honolulu, Hawaii
Level 6 Contributor
111 reviews
52 hotel reviews
common_n_hotel_reviews_1bd8 139 helpful votes
Reviewed 15 November 2011

Stayed there for 1 night in Grand Room with city views as a birthday treat. The room itself was huge (79 square meters according to the official website), really felt like a suite. The ceiling-to-floor french windows lent an amazing view to beauty of Singapore, day and night. Even the bathroom offered some views to the construction land behind the hotel (interesting to see while sitting in the bath). There is nothing to complain about this well appointed room but the service was poor. The hotel seemed overwhelmed by the number of guests and severely understaffed. Check-in queue was already a 20-min waiting time. Room service was almost non-existent. Any calls to the housekeeping were answered and serviced after an hour. The rooftop infinity pool is overrated - just too small! just too crowded! I was glad it was only for one night.

  • Stayed December 2010, travelled as a couple
    • Value
    • Location
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    • Cleanliness
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Helpful?
Thank echoytx
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Shawn_Ng, Senior Hotel Manager at Marina Bay Sands, responded to this review, 16 November 2011
Thank you for your review. We are happy to hear that you enjoyed your stay at a Grand Room during your birthday in December last year and that the views of the Singapore skyline helped to make your stay a pleasant one.

We regret to hear that our service delivery and touch points did not match your expectations. We have since implemented a number of initiatives to improve the check-in process for our guests, such as opening up more lanes during peak periods to minimize the possible inconveniences from the influx of visits who visit our property each day. We have also improved our procedures and processes in Housekeeping.

We regret to hear that you did not enjoy yourself fully at the SkyPark. We understand that the infinity pool is a popular choice for our hotel guests to wind down, and the privacy of our guests is of highest priority to us. We have implemented an initiative to limit the number of public visitors viewing the infinity pool during 15-minute guided tours offered daily at 10am, 2pm and 9pm.

We value your patronage and hope to welcome you and your partner back to stay with us in the near future to experience more of what our property has to offer as a one-stop destination.
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Tel Aviv
Level 4 Contributor
29 reviews
16 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
Reviewed 15 November 2011

most extraordinary resort in the region. great architecture. unique pool, sky park, excellent location, good value for money

Room Tip: rooms with a city view are nicer
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  • Stayed October 2011, travelled as a couple
    • Value
    • Location
    • Sleep Quality
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    • Cleanliness
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Helpful?
3 Thank tambarTelAviv
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Shawn_Ng, Senior Hotel Manager at Marina Bay Sands, responded to this review, 16 November 2011
Thank you for your awesome review. We look forward to your next visit at our one-stop destination of entertainment, shopping and dining at Marina Bay Sands.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Marina Bay Sands

Property: Marina Bay Sands
Address: 10 Bayfront Avenue, Singapore 018956, Singapore
Phone Number:
Region: Singapore > Singapore > Marina Bay
Amenities:
Bar / Lounge Beverage Selection Business Centre with Internet Access Casino and Gambling Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#19 Spa Hotel in Singapore
#23 Romantic Hotel in Singapore
#29 Family Hotel in Singapore
#30 Business Hotel in Singapore
#36 Luxury Hotel in Singapore
Price Range (Based on Average Rates): ££££
Hotel Class:5 star — Marina Bay Sands 5*
Number of rooms: 2560
Official Description (provided by the hotel):
Located along Marina Bay waterfront with 3 cascading hotel towers, 2,560 rooms, extraordinary Sands Sky Park, floating crystal pavilions, lotus-inspired ArtScience Museum, The Shoppes, Celebrity Chef Restaurants, Theatres and hottest nightclubs. ... more   less 
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Also Known As:
Marina Bay Sands Hotel Singapore
Marina Bay Sands Singapore

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