One15 Marina Sentosa Cove Singapore

I stayed at ONE15 Marina Sentosa Cove and encountered several serious issues that I believe future guests should be aware of. I filed a complaint, and here are the specific problems I want to highlight: 1. Unhelpful and dismissive front desk staff: When I sought assistance, staff only responded after repeated requests, and their attitude was unprofessional, making us feel unwelcome and ignored. 2. Misleading advertising regarding the Marina View: We booked a room advertised as having a full Marina View. However, upon arrival, we found that our view was obstructed by trees . When we raised this concern, the hotel manager dismissively told us to "look left or right" for a partial view, implying that the view was as advertised, which was false. This dismissive response showed a lack of professionalism and respect for guests' concerns. 3. Poor cleanliness and hygiene standards: The duvet cover had visible bloodstains, indicating poor housekeeping. Additionally, we noticed ants around the coffee machine and bedside mirror, which suggests pest control issues and neglect of sanitation. 4. Failure to handle room change requests properly: Despite requesting a different room due to the obstructed view and hygiene issues, we experienced delays and unprofessional handling from the staff. No effective pest control was conducted for the ants during our stay. 5. Inadequate communication and service for early check-in: We arrived early at 1 pm, requesting early access to our room. The front desk informed us that the room was still under cleaning and asked for our contact details. However, the hotel did not communicate clearly or provide a confirmed update on the status of the room, which led to unnecessary waiting and frustration upon arrival. While waiting, we were offered complimentary drinks at Latitude Bistro—Ms. Chai Kam Foong’s service was excellent; her attentiveness and friendliness were a bright spot amidst the inconvenience. 6. Facility and maintenance issues: The hotel lacks sheltered walkways, which caused significant inconvenience during rainy weather. Additionally, the pool changing rooms were dirty, with no proper signage indicating their location or that they include toilet facilities, leading to confusion and discomfort. 7. Lack of support for activities: When we inquired about sunset cruises and other available activities, the staff failed to provide proper assistance or detailed information. They seemed unaware of the options and did not offer any suggestions, which negatively impacted our overall experience. I appreciate that the hotel acknowledged some of these issues in their response. However, since my last follow-up on June 13, 2025, I have not received any further communication or resolution. This lack of follow-up makes me doubt whether the hotel genuinely intends to address these concerns. Given the issues I encountered during my recent stay, including unprofessional staff, misleading advertising, and substandard maintenance, I strongly urge the management to take these points seriously, address these deficiencies promptly, and ensure that they uphold the integrity and reputation of their establishment. I value the reputation of your establishment and hope that you will consider this request to help restore my confidence and ensure future guests have a more positive experience. The public deserves transparency and quality service, and I hope my feedback prompts necessary improvements to prevent other guests from experiencing similar disappointments. And I believe that a gesture of goodwill or compensation would be appropriate to address the inconvenience caused.

It is time for the hotel to have some upgrading. Location is good but for sure the facilities are starting to be very outdated

The room has make decoration and the sea view is good. I will recommend again