The Capitol Kempinski Hotel Singapore♡

Poor stay, dirty rooms and bad service

4.0

I booked the Kempinski Singapore for my wife's birthday, drawn in by great experiences at other properties under the brand. Unfortunately, this stay fell well short of expectations. Trouble started before we even arrived. I'd called a month ahead to arrange early check-in under my GHA Titanium membership, which was confirmed at the time. A follow-up call closer to the trip walked that back, with staff claiming it was "subject to availability" and that this was mentioned in my confirmation email — it wasn't. On that same call, I asked to be connected to the concierge for dinner reservations and was told they'd call back shortly. That callback never came — not until five hours later, and only after I'd sent an email expressing my frustration. By then I'd made all the reservations myself. To their credit, Front Desk Manager Jocelyn stepped in, apologized sincerely, and personally assured me she'd take care of the rest of our stay. Check-in itself went smoothly, and she followed up in person to apologize again. But the service issues continued. The room's drawers were dirty inside — not a dealbreaker on its own, but a sign of things to come. A simple request for extra towels took 40 minutes. Room service arrived incomplete. The low point came when we returned at 2 AM with friends to find our room hadn't been turned down, despite my explicit request at 7 PM genuinely embarrassing in front of guests. I raised this with the Assistant GM, who was apologetic and offered a free dinner or airport transfer as compensation. I declined both and mentioned I'd be following up with GHA directly, at which point she offered a 20% discount as a goodwill gesture. I accepted just to move on, though frankly I don't think we should have been charged in full for a stay like this. The final straw was trying to cast a movie to the TV via Chromecast for a quiet night in it didn't work, front desk staff couldn't fix it either, and we only learned the next day that the hotel's server had been down the entire time. For $600–700 a night, this level of service simply doesn't hold up. Beautiful property, but the execution on guest experience needs serious work.

Very comfortable stay

10.0

Room is very comfortable

− Nil

Guest review

7.0

Generally good, location is central.

− Internet was very weak.

Wunderschön mit exzellentem Essen

10.0

Der Service, die Lage, das Zimmer und das Frühstück

− Alles war großartig