Raffles Singapore

Prior to my stay, I had done the following - inform them it's my birthday staycation, make full payment for the room and incidentals via a secured payment link as well as sent passport photos/details of my guest and I. Initially I thought this was to make the check-in process seamless and efficient. However, after parking at B1 Zone 1, I found it quite challenging to make my way to the lobby with the existing signage - I thought it would be good to station some 'floating staff' near liftwells with images of expected guests arriving to meet and greet onsite and assist with bags. Nevertheless, I made it to the lobby and the staff who checked us in requested for our NRIC and my credit card. I informed her I'd already paid and sent passport details but she still took my items to 'check' and when she returned, she did confirm payment had been done. She also didn't wish me for my birthday until I requested a late checkout be considered as part of the celebration. (However, the room had balloons and a cake when I arrived so clearly the info had passed through the hotel but not to front staff.) Enroute to the room, I had two queries for the staff - (1) I asked whether my guests (family members) who would be driving over for dinner that night would be able to get complimentary parking. (2) I asked if I could join the Heritage Tour at 4pm the day of check-in. The staff told me she would check and call my suite later to let me know. When she did call, she confirmed for (2) that I could join the 4pm tour and then shared that (3) a butler would come after the tour around 545pm to do a suite orientation. I forgot to ask about (1) again assuming she had not checked yet and hence had not addressed it yet. While I was on the tour, I did see the same staff escort other guests to the lobby/check-in a couple of times and was hoping she might let me know soon as it was getting late. Thought it would also have been sensible/helpful to comms to the tour guide to update me at the end of the tour if complimentary parking for my guests would be possible or not. However, the update never came and I apologised to my guests they would have to find alternative parking or pay Raffles Hotel parking charges. On my end, I just wish I had had that clarity. After the tour ended at 530pm, I rushed back to the suite to await the Butler orientation at 545pm but no one came. I gave a at 555pm to say no one came and that I was going for a swim. The staff I spoke to did not apologise that the Butler had missed the appointment but just said 'Ok, call us when you're back in the room!'. Found that rather disappointing too that I have to spend my time 'chasing admin' on behalf of the staff. The second day, Sunday, we enjoyed the service during breakfast at the Tiffin Room. The staff was friendly and attentive. At 1215pm, we received the call to clarify the bill etc before our late checkout at 1pm. I shared feedback then to check payments charged that there had not been a duplicate since my card had been requested despite my early efforts to provide all information prior to check-in. At 1pm, no butler arrived so we called again and the gentleman who turned up seemed unclear about whether we would need to still proceed to the lobby for checkout or not even though I mentioned it twice I'd already had the checkout phone call to clarify the bill. I also found him to be quite dismissive/in a rush as he told us the quickest way to the basement carpark, suggesting a route that involved us walking down three flights of stairs that ideally we would not have liked to do with our bags. Additionally, I think the shower room design in the state suite can be improved - I've elaborated on this in a later question. Also, when we checked in, no welcome drink was presented to us. Late Sat night, we received a note under the door that we should claim this before checkout - weird in my opinion to like 'put the blame on us for not consuming' when we were not informed about it in the first place. I did have an inkling about it as the tour guide mentioned it too when he explained the singapore sling. Overall, I had had great expectations for some base level requirements and was unfortunately greatly disappointed by most of the experience. Hopefully the feedback will find the right staff and some professional development/training can happen to level up the hotel to preserve the luxury it promises to offer and of course the price point it demands. Hannah Read less

We had a wonderful stay at Raffles. The staff were so attentive, any problems were sorted quickly (our bath plug would not seal) and the butlers are so lovely! The hotel and grounds are beautiful; pristine, spotless and well cared for. The food is amazing - the Raffles signature pancakes are delightfully fluffy. The doormen know every resident from other visitors and are all lovely and welcoming. I went up to the Long Bar to take some photos and was accosted by a very rude Australian woman who kicked my walking stick as I walked past and berated me for not queuing ... this was the only negative comment I have to make - oh, and please consider lowering the price of the Raffles gin because at Changi airport, its half the price of your shop. Read less

We had an amazing experience at the Raffles the staff members are extremely friendly. The rooms are spacious and beds are comfortable which is important, also have Dyson blow dryers . We loved the breakfast and the fresh juice was delightful!! The concierge team was helpful with hotel reservations and making sure we never had to stand in the VERY long lines for the Long Bar. The hotel is a tourist stop for pictures and the staff does a great job of keeping the hotel guests the priority and keep visitors from entering past the hotel lobby. I would definitely recommend this hotel not only for its history but its beauty. Love the touch that they name the rooms after the famous stars and royalty that have stayed. Walked by John Wayne’s room on my way to the coffee shop. Check out the hall of fame hallway!! Read less

From the very first second, on pick up at the airport, to the last moment of saying goodbye on departure, this was the most perfect stay at Raffles. The whole experience was truly wonderful; the stunning rooms, the main guest area, restaurants, grounds and every member of staff was fantastic. The attention to detail was beyond anything I've ever experienced in a hotel previously and the whole experience was out of this world! Read less