Rose J. Z., Oct 21, 2025

Related high rank officers Thanks for you give me this opportunity to express my feelings about your hotel team. Managers Roman and Keane are very impressed by their patience, meticulousness, and excellent quality and service. I, A Chinese-American medical scientist felt the warmth of home while staying at the VIP Hotel. Would I had the honor to recommend commending and rewarding them. Rose Z.

Ruifeng T. K., Oct 21, 2025

- Exceptional Concierge Service: The Swissôtel concierge team truly stands out—on par with, if not exceeding, the service levels at properties like Conrad Orchard and St. Regis Singapore, where I hold higher-tier status (compared to my current Silver with Accor). Their attentiveness and personal touch—such as addressing guests by name—made a strong impression. On two occasions, I contacted the concierge: once to request an additional pillow (they proactively offered a pillow menu and thoughtful suggestions), and once to clarify the welcome drink voucher usage. Both times, the team responded promptly and helpfully. - Seamless Reservation Handling: We decided to extend our stay by an additional night on a separate cash booking. The front desk assured us that no action was needed on our part, as they would merge the two reservations. This was handled smoothly and without issue—an appreciated gesture that reflects operational excellence Areas for Improvement - Check-In Experience: Unfortunately, the check-in process was underwhelming. My wife and child checked in on my behalf due to work commitments. Despite forwarding the reservation email, the staff was unable to verify the booking and proceeded to charge the room at rack rates. This was surprising, as other hotels typically allow the primary guest to verify details later in person. A more flexible and guest-friendly approach would be appreciated. - Check-Out & Welcome Voucher Policy: We encountered confusion regarding the welcome drink voucher, which was apparently valid only for the first night of our stay. This was not clearly communicated upfront. While the staff eventually offered a physical voucher upon sensing our disappointment, a more proactive approach—such as extending the voucher validity automatically for the full stay or clarifying the policy at check-in—would enhance the guest experience. - Parking Coupon Policy: Unlike many other Singapore hotels (e.g., Conrad Orchard, Parkroyal Collection Marina Bay), Swissôtel does not offer parking coupons for hotel guests, citing Raffles City’s ownership of the property. This was only communicated at check-out, which was disappointing. It would be far more helpful to inform guests of this policy during pre-arrival communication or at check-in to manage expectations. - Pre-Arrival Check-In Limitations: The pre-arrival check-in email appears to lack options to include a second guest’s name or add special remarks. If this is indeed the case, enhancing the pre-arrival process to allow such inputs would be a welcome improvement—especially for families or guests arriving separately.

Vidya S., Oct 21, 2025

very impressed with the service. Arrived in Singapore early morning, however was able to check in at 9am which is awesome..

Kun J. L., Oct 21, 2025

The room has a super view of Singapore skyline and waterfront! Room is spacious and service is good as well! Will definitely come back again in future.

Kaori O., Oct 21, 2025

Staff was very helpful and nice. Room was very spacious, clean, amenities were shown that the hotel is concerning sustainability. One time, the bath towel was quite frayed and lots of pilling came out, but it was only one time during 3 nights stay. Location was very good, good access to subway and shopping mall was connected to the building.