Transformed landscapes, tourist sentiments: the place making narrative of a luxury heritage hotel in Singapore

Figures & data

Image 1. Raffles Singapore. Source: Singapore Tourism Board. Posted by Raffles Singapore. https://tih.stb.gov.sg

Image 2. Marina Bay Sands. Source: Marina Bay Sands, Image Library – Marina Bay Sands Media Centre. https://www.marinabaysands.com/company-information/media-centre.htmla

Image 3. The Fullerton Hotel. Source: Singapore Tourism Board. Posted by The Fullerton Hotel. https://tih.stb.gov.sg

Figure 1. Place making as a dynamic concept.

Figure 2. Hotels’ contextual word cloud.

Figure 3. Parent topics and topics of place making.

Table 1. The samples extracted from tourists’ comments.

Parent topics	Topics	Sample quotes
		RS	FH	MBS
Destination linkage	Activity linkage	‘Afternoon high tea in the Tiffin Room at Raffles … what can you say, a wonderful decadent experience.’ (2017) ‘You cannot help yourself imagining who else in history has sat and done the same.’ (2005) ‘A lot of famous celebrities have lived here, so that makes it quite special … We drank the famous Singapore Sling, which was born in this hotel and the experience at the bar where is it made, is quite unique too.’ (2018)	‘A large collection of Singapore Sling type cocktails again a delicious surprise’ (2009) ‘A great way to relax in a Five Star Luxury’ (2015) ‘Old school luxury’ (2015)	‘Our first impression of this hotel is amazed with the luxuries of the place’ (2014) ‘The swimming pool on the 52nd floor with lovely views over the marina and city. Truly extraordinary experience’ (2016)
	Location linkage	‘The hotel is set amidst a historic part of Singapore, in walking distance to the old business district, War Memorial and Bugis.’ (2020)	‘There are many places within reach and possibly walking and strolling.’ (2017)	‘Location of the hotel is great right in Marina Bay, next to an MRT conveniently connected to a mall and Gardens on the Bay.’ (2013)
Form	Built environment	‘The Raffles lives up to its fame, and the architecture and service are amazing.’ (2014) ‘Astonishingly Beautiful Buildings – Almost Perfect … She's a grand dame … Building Amazing, old fashioned … and huge high ceilings – definitely felt you stepped into a grand past … and just enjoying the amazing architecture.’ (2009) ‘ … a visit to Singapore would not be complete without visiting this established landmark.’ (2014)	‘The exterior of the building is far more interesting attractive and historic than many of the other hotels in this category possibly only with Raffles to compete on this score. But I would still give the Fullerton the edge as it is a real landmark. The interior of the building is lovely.’ (2007) ‘The Hotel itself is a beautiful piece of architecture.’ (2015) ‘It is converted from the old GPO and any alterations and additions have been sensitively integrated into the original texture and fabric of the building.’ (2009)	‘Lofty Expectation! Hailed as Singapore’s latest destination hotel and casino. It is architecturally surreal looking like a cruise ship stranded on three high towers.’ (2011) ‘Architectural Treat … its impressive architectural presence still strikes a chord from arrival through to departure.’ (2012) ‘Great View … I think this building has an exceptional architecture and it will be the landmark of Singapore.’ (2010) ‘The architecture is unique … huge, nice, modern.’ (2016)
	Heritage	‘I was delighted to see that the history, heritage and style of the hotel has been retained … and the new decor and furniture is a very tasteful combination of the classic colonial, oriental and modern … it remains a hotel for those who appreciate heritage and history.’ (2019)	‘You are staying at a national heritage site steeped in history and blessed with great architecture.’ (2012) ‘There are antiques and artwork scattered throughout the property.’ (2008) ‘Great Heritage Location … ’ (2012) ‘ … filled with culture dating to the 1920s.’ (2008)	‘Pricey and massive produced … marvel of modern engineering.’ (2019) ‘Exotic location without actually experiencing any of the local culture.’ (2018)
Sense making	Character	‘Raffles, truly personal, special, grand old lady of a hotel.’ (2011) ‘Truly impeccable! … I would say that this is a must-stay hotel … that makes you feel right at home as if you were part of a family.’ (2020) ‘Stay for the ambience … The hotel is still an oasis of colonial old-world charm in the bustling center of Singapore.’ (2011) ‘Raffles, unlike so many hotels hav e true character, elegance and class.’ (2012) ‘The timeless elegance … a sense of being at the center of some of history’s most famous moments in the East.’ (2013)	‘Old world elegance! Highly recommend this stunning and regal property.’ (2013) ‘As soon as I entered the hotel, I was awed by the grandeur of the place.’ (2009) ‘The hotel is full of character and full of elegance.’ (2019) ‘Nostalgic atmosphere in the ever-distinctive architecture of Fullerton hotel.’ (2020) ‘ … I still find all aspects of the Fullerton superb great ambience.’ (2010) ‘It is a splendid wonderfully situated property.’ (2009) ‘The stately columns give it a distinguished feel and the lighting adds to a rather majestic feel.’ (2008)	‘The hotel has a bit of a Vegas feel about it. It is a huge sprawling resort in itself.’ (2018) ‘Fantastic view of the city can be enjoyed amidst the busy crowded atmosphere.’ (2016) ‘Outstanding! The Marina Bay Sands is an incredible hotel. … Things were made very easy for us during our stay.’ (2012) ‘Way too big! This Hotel is enormous, way too impersonal for me.’ (2017) ‘Huge yet efficient and pleasant MBS.’ (2012) ‘Big impressive!’ (2016)
	Symbol	‘Beautiful colonial icon steeped in history that is almost exemplary.’ (2015) ‘This is one of the most iconic hotels in the world, and rightly so.’ (2016) ‘  an iconic Raffles Doorman in all his finery.’ (2018)	‘An Iconic hotel not to be missed. Enchanted by her charm sitting by the Singapore River … The building itself has a lot of stories.’ (2017) ‘Seems like everywhere within Fullerton there is a story to be told from the graphics lined along the lobby walls to its own museum … (2018)’	‘We decided at last minute to switch from a traditional hotel to this one as it is truly iconic symbol of Singapore.’ (2018) ‘What a view! This is the iconic view of Singapore!’ (2013)
	History	‘Colonial majesty … historical legacy … . I think you are paying more than anything for the history here, as well as the privilege of staying at one of the most famous historic hotels in the world.’ (2009) ‘Raffles in Singapore is steeped in history … It’s an old-world hotel reminiscing colonialism.’ (2014) ‘ … this is like walking through a history book.’ (2013) ‘Colonial luxury in the heart of Singapore. … This is one of the most luxurious hotels in the world set amidst a legacy of tales and history that is unrivalled.’ (2014)	‘History awoken! Simply rich the history.’ (2018) ‘First what strikes you when you come in is that it is a part of Singapore’s history.’ (2012) ‘A definite must stay … Historic … I suppose the historic nature and attention to small things could be the reason why it is rated 6 stars.’ (2008) ‘A classic in the making! The Fullerton is about to become a classic hotel in a matter of years … probably 100 years old … It actually feels as if it had been a hotel all the way back to colonial times with high ceilings a nice and light inner courtyard.’ (2012)	No comment was found

Figure 4. Parent topic changes of RS, FH, and MBS over time.

Figure 5. Place making topics’ average sentiment by year.