Stayed for 10 nights, pool view garden wing, on 5th floor and 6th floor.

First issue was problem with loud baby next door and, typical front house shenanigans, they insisted there are no other rooms available despite a half booked hotel. I continued to press, I've been in so many hotels and this is just typical shenanigans, so of course eventually a manager comes out and offers a new room, there are plenty... half hour ordeal. That's a 4 star hotel annoyance, usually not at 5 star hotels.

Second issue was bell staff letting people out the main door, but then singling us out, telling us we had to go through some side exit. I called him out on it for letting other random people out main exit, and later he approached to explain he let the others out because they were not leaving the premise, but we weren't leaving the premise either, we just walked outside while waiting for an order. It made no sense. Frankly we just got bad vibes from the bell staff working the doors after that, during food pickup etc.

The bell staff even randomly called our room at 8am on our final day (I have a 4pm checkout) for no reason, a "mistake". That interrupted sleeping in. That's inexcusable, haven't had that happen at any of the other dozen 5 star hotels I've reviewed in Singapore.

At checkout I informed the staff member I was in a rush to catch the check-in window (at MBS), I even called before hand so they can have it ready, but she took 20 minutes because she checked me out as the wrong person, some other guy in some other room, and it had to get corrected. I have no idea how she didn't realize this, I'm a Westerner and the person she accidentally checked out instead had a clearly Asian name. That also has never happened to me at any hotel before.

I can't explain any of that, except maybe the staff just labeled me as an annoying guest and acted accordingly. Happens at crappy 4 star hotels. Would never expect it to happen at a 5 star hotel.

To be clear all the service staff were great. The reservation staff, front desk, and bell staff that really surprised me.

Room wise, pretty cramped, but decent views in garden wing if can get a room on the northward facing side in upper half of floors.

We thoroughly enjoyed our time at the Valley Wing. The staff were very attentive and friendly, and continually made efforts to ensure that we were well taken care of. They were good with children and would often engage them - made the children feel very special. The all-day champagne and high tea/canapes were excellent; we liked the options for breakfast too. Raja was our favourite butler as he made every effort to look after us.

We enjoyed our time at Splash; but Buds was so-so as it catered more to younger children (probably seven and below). Overall, the playcation package was value-for-money, especially at the Valley Wing.

Thank you to Rachel and Yana for the speedy check in. We were glad that we got to check in slightly earlier at 2pm. Wenjie and Andreas was extremely welcoming.
We didn’t catch the name of the lovely Korean girl who served us our breakfast, she was wearing the uniform from The Line.