The Capitol Kempinski Hotel Singapore

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.

Room is very comfortable

Generally good, location is central.

Der Service, die Lage, das Zimmer und das Frühstück

This is our 2nd time staying at the Capitol Kempinski. Our experience this time is even nicer than our previous year’s stay. Ms. Anastasia happened to be on duty when we checked in. She is so welcoming & helpful. The only thing not as good was I emailed the hotel 1 day before our check in to request a contour pillow & removing the soft mattress topper for my wife & me (because we are Asian elder couple who prefer firm mattress to give us more firm back support for our sleep) & more towels. My email was not replied & my request was not heeded. I had to request them again after my wife & I went into our room. This is 1 area this 5 star Kempinski hotel can definitely improve! / Other than that, we really enjoy & appreciate the very high level of very good service by the hotel staff, notably Mr. Silborn, the Assistant Director of F & B who is always so attentive & welcoming at the hotel’s 15 Stamford Restaurant (serving really excellent breakfast, lunch, & dinner). The new Executive Chef Mr Jay is truly gracious & excellent & attentive. Other head staffs are really nice too — they came by our table often to see what we need to better serve us & to make our meal experiences there really nice. We truly appreciate their excellent & dedicated hard work & great professionalism. In fact, the Service at the Capitol Kempinski stands out as the BEST we have experienced, even better than the well known 4 —— Hotels & M. —. Hotels we have stayed. The food is very delicious at the Capitol Kempinski also! / Besides not responding to my email request sent 1 day before check in, the other area for suggestion is the Kempinski Loyalty Program kind of lacks transparency in my evaluation. We have earned points from our previous stay. We wanted to use *all of our points for food credits this stay. But upon check out, we are told the points do not apply to tax & service charge amounts. This is so unlike the other Major World Class hotels like the S.L. Hotel loyalty points program which points covers both food costs & tax & service charge. We end up having to pay money for tax & service charge incurred using our points which we understand. Then we have points left over which will soon expire which is not very nice. The hotel also really needs to *Vasely Improve their Wi-Fi in room Internet connection. It drops many many many times which is frustrating! Other than these, we love our stay in terms of the hotel service, the beautiful room, the excellent food. We sincerely thank the very polite & hard working & very kind lady of the House Keeping Dept. from Myanmar who takes care of our room cleaning daily (room 265, July 6 to 14). We appreciate the very central & convenient hotel location: only a stone throw from the Raffles City MRT station & Raffles City Shopping Mall (excellent), and the Funan Shopping Center (very good) & the Raffles Hotel, etc. Walking to Boat Quay & the National Gallery is only within 10 minutes. It is so convenient & so enjoyable! We will definitely come back to stay here again in the future! Thank You for all of your excellent services!

The customer service was excellent

One of the best ways to judge the true quality of a hotel is not during a perfect stay, but when something unexpected happens.

After we had already checked out, one of our family members experienced a health issue. The way the hotel team responded was simply exceptional. They immediately provided us with a comfortable room to rest, arranged for a doctor to come, and showed genuine care, kindness, and professionalism throughout the entire situation.

Every member of the staff was compassionate, attentive, and willing to help in every possible way. They turned what could have been a very stressful experience into one where we felt safe and truly cared for.

This is hospitality at its very best. Our sincere thanks to the entire team for going above and beyond. You demonstrated that true luxury is not only beautiful rooms and excellent facilities, but also the people who stand by their guests when it matters most.

World-class service. Highly recommended

地點棒，附近交通方便有地鐵也可以坐公車、走路可到Raffles city或funan購物中心。往金沙魚尾獅公園的方向走還可以走到聖安德烈主教座堂、市政中心、國家美術館等等的景點。飯店人員的服務態度相當積極、熱情，飯店的早餐好得沒話說、樣式多之外還能點到不同風味的美食佳餚。房間大、地板空間夠大方便整理行李

地點棒，附近交通方便有地鐵也可以坐公車、走路可到Raffles city或funan購物中心。往金沙魚尾獅公園的方向走還可以走到聖安德烈主教座堂、市政中心、國家美術館等等的景點。飯店人員的服務態度相當積極、熱情，飯店的早餐好得沒話說、樣式多之外還能點到不同風味的美食佳餚。這與大廳同側房間雖然小了些，至少是乾淨沒有異味(比起7/13住的另外一間來說)，廁所有免治馬桶用的很舒服。當天check-in說房間要遲一些才能進房，所以先去跑行程行李會幫我們放進房間。隔天有通融延後到下午一點check-out，很貼心。

Great location and well appointed room. Wonderful staff.

The staff were attentive. Two of the concierges that worked over the weekend were particularly friendly and went out of their way to be helpful with travel tips and general information.