Kennard S., Sep 02, 2026

This was my second stay at Swissôtel The Stamford Singapore. I usually stay at Fairmont Singapore, but this time I decided to give Swissôtel another opportunity. Unfortunately, this stay was quite disappointing due to several issues, especially the service during breakfast. The check-in experience was already less than satisfactory due to the high traffic and long queues. I also requested a late check-out, but was only given one additional hour. While I understand that late check-out is subject to availability, considering my status as an Accor Platinum member, I had hoped for a little more flexibility or at least a more accommodating experience. However, the most disappointing part of my stay happened during breakfast on the morning of 16 August 2026. Initially, I went to Clove, where there was a long queue. The day before, my mother, who is 73 years old and uses a walking stick, had been prioritized due to her age and mobility. On the morning of 16 August, we were redirected from Clove to SKAI because of the long queue. When we arrived at SKAI, I politely explained the situation to the female receptionist at the entrance. Unfortunately, her response and manner were extremely unfriendly and lacked basic courtesy and empathy. Despite explaining that I was accompanying my 73-year-old mother, she simply told us to queue with everyone else, leaving my mother standing there with her walking stick. I found this particularly upsetting because this was not a request for special treatment for myself. I was simply asking for reasonable consideration for an elderly guest with limited mobility. My mother was clearly struggling to stand for an extended period. Fortunately, the receptionist then called another colleague. I explained the situation to him, and thankfully, he immediately understood and assisted my mother in getting a seat. I sincerely appreciate his help, because without his intervention, my mother would have continued standing despite her age and condition. What made the situation even more disappointing was what happened afterward. After breakfast, I slowly walked with my mother toward the lift to support her, and we passed the same female receptionist again. She did not greet us or acknowledge us at all, and her expression remained visibly unfriendly. For a five-star hotel, I found this level of service extremely disappointing. I was visiting Singapore specifically to give my mother a short holiday, and I expected a comfortable and pleasant experience, especially when staying at a five-star property and as an Accor Platinum member. Instead, this particular interaction left a very negative impression and, honestly, ruined a significant part of the experience for me. I understand that hotel staff can be under pressure during busy breakfast hours, and I do not expect special treatment simply because of my membership status. However, basic courtesy, empathy, and proper treatment of elderly guests should never be compromised, regardless of how busy the hotel is. I sincerely hope management will take this feedback seriously and review what happened at SKAI on the morning of 16 August 2026. I would also appreciate it if the hotel could look into the staff involved and provide appropriate coaching regarding guest service, especially when dealing with elderly guests or guests with mobility difficulties. After this experience, I am seriously considering returning to Fairmont Singapore or choosing another Accor property for my future stays instead of Swissôtel The Stamford. I had expected much better service from a five-star hotel, particularly one within the Accor group. I hope the management can use this feedback as an opportunity to improve, because the issue was not simply about waiting in a queue. It was about how a 73-year-old guest was treated and how little empathy was shown toward her situation. The best experience for me is the service from a male waiter at the executive lounge, he really helpful and very friendly to me and my mom during the evening cocktail. Even he tried to use Bahasa Indonesia when talking to my mom.

Matthew R., Sep 02, 2026

stayed as part of an internatioonal trip for 40th birthday - hotel was beautifully presented, attentive staff, and the handwritten card with cake in the room on arriveal was a nice touch - much appreciated. well recommended and will return on our next trip to Singapore.

Christopher H., Sep 02, 2026

We only stayed here one night, but every experience was positive. It started as we left our taxi and we were welcomed by an amazingly friendly member of staff who helped us to the front desk to check-in. Our room was great and we had a perfect view across the padang toward Marina Bay.

Irene M., Sep 02, 2026

staff were very accommodating to all of our requests

Sharina B. S., Sep 02, 2026

To be honest, I wasn't really able to fully experience the hotel stay as I was mostly busy with the event and the stay was too short. However, based on the short stay of 2D1N, i believe it was quite comfortable and everything that we had required was there and working. Although, some of the plugs in the toilet are not working too well.