We made a last minute booking via an online websit...

We made a last minute booking via an online website for a staycation at Sofitel Sentosa Resort. Given the last minute arrangement, we didnt check the reviews of the resort. We arrived at the hotel 15mins past the scheduled check-in time and there was a line at the check-in. When it is our turn to check-in, we were told our family executive suite is not ready for us. The hotel staff then tried to send us to the lounge for some drinks without giving us any indication of when we can expect our room to be ready. The only explanation given was the hotel was under full capacity earlier and the house keeping staff could not keep up and hence we will have to wait. An hour later, we were not given any updates when we can get our room, so we checked with the hotel staff. Again, same excuse that house keeping staff still cannot get our room ready and still no estimated time of when the room will be ready. This time, we insisted to have the estimated time given to us, and was told room will be ready in another 1.5hours. For a 5star resort, we were appalled by the service level. Front desk staff were incapable of handling queries and no alternative arrangements were made to try and salvage the situation. The only thing we kept hearing was the house keeping crew were incapable of doing their jobs on time. Our kids were getting restless at the constant waiting hence we requested for a temporary room to allow them to freshen up and for us to leave our bags so we can get on with our planned activities. Only then did the front desk staff arrange for a temporary room for us. By the time we checked in, it was 2.5hours past the scheduled check in time. Yes, we were given a temporary room only upon request and our check out time was extended to make up for the initial hiccup. We are avid travellers and this is the first time we had encountered such poor service at a hotel/resort. This is also the first time we opted to stay at Sofitel Sentosa Resort and the experience made us wonder if we will ever return or recommend the resort to anyone. Facilities were not superb given the price paid, and there were several things not working in the executive family room we stayed at. The only saving grace was the magnificant peacocks we spotted at the hotel compound.