We just stayed at the Pan Pacific Orchard for 3 nights at the tail-end of a 2 week holiday across Malaysia and Singapore and its ended our trip on a bad note. I have never encountered such rude and shocking service in my life. The front desk staff are surly and sullen, I do not think they realize they are working in hospitality!
I have broken it down by Service, Hotel Location and Room. Feel free to contact me via TA if you want any further info:
SERVICE: Check-in was with Najal or Najar, no smile, no welcome, or hello. During our entire interaction there was barely any eye contact she spoke to the computer screen the whole time. We were checking in at 9pm so thought it may have just been a long day for her.
We used the pool facilities on the 2nd day and my fiancé stayed behind to use the gym while I returned to the room and did not realize you need a swipe card between that floor and the rooms (sometimes you only need a card from reception not within the hotel). He went down to reception and got Najal/Najar again, and explained the situation and asked for a temporary card. She asked “what is your room number” and when he told her she looked at her computer and replied ‘you check out tomorrow’. Okay...that’s great – does that mean he can wait until we check out tomorrow? She then handed him a card without looking up, ahh it was just a blunt comment to make rather than actually being nice or making conversation.
On the 3rd day I checked my emails for the hotel confirmation as I did not want to ring down and deal with them to confirm checkout time for the 4th day.
My reservation email confirmed a guaranteed late check-out of 3pm (I just checked and this is also emblazoned across the official website). On our way out I stopped by the front desk and spoke to Danielle. I asked her to check our checkout time please. She checked and replied 12pm. I said (and I was being overly friendly too, just to compensate for their sourness) my email said 3pm. She rolled her eyes and looked on the computer and said deadpan ‘I can give you 2pm’ and types it without any acknowledgement from me. I replied ‘I can go and print out the email, my reservation says 3pm?’ and she said bluntly ‘the latest anyone gets is 2pm, we have to charge if you stay past 2pm’. I felt like she was calling me a LIAR. By now I would have looked annoyed and told her I will go use the business centre and print out the email as proof. I found it completely unprofessional to not honour a confirmed reservation - I did not even request it the late checkout, it was an incentive to book on the official website! I may as well have booked through Wotif and saved a bit of cash. She then replied ‘fine its 3pm’ typing on the computer without any eye contact and then kept looking on her computer. No ‘anything further I can help with, apologies for the misunderstanding’, no acknowledgement. It was like I did not exist standing in front of her! I could not believe this is the service at a 5 star hotel.
Every single exchange with the front desk staff left a sour taste in my mouth. I am dreading checkout this afternoon, AT 3PM! My fiancé and I were discussing this in the lift and another guest agreed, the service here is abysmal.
LOCATION: A 5mins hilly walk RIGHT to Scotts Rd (you end up next to Royal Plaza on Scotts – which I am kicking myself we didn’t book as it was the same price) and then 2mins to Orchard Rd. Or a shorter 3min walk LEFT direct to Orchard Rd but through sex shops and massage parlours. Definitely not recommended for families with kids or older guests. For the same 5mins walk but cheaper, I would recommend the York Hotel which has been completely renovated and although still a hilly walk it’s a quiet driveway through a park, and not via a road used by taxis or a red light district building.
There is a free shuttle provided by the Paragon shopping centre that takes you down to the heart of Orchard Rd but it’s a 25min trip and stops at other hotels, hardly convenient.
ROOMS: The size is decent, but feels like a light refurbishment rather than a full renovation. The carpet smells musty, the bathroom still shows its age. The furniture is dark and the walls are stark white, they would have done well to paint it some warmer colours or at least have one picture or painting. There is a small CRT tv and no dvd player. Feels like a 3 star hotel, nothing 5 star about it. No wifi, but free broadband if you sign up as a Pan Pacific member at reception.
Gym facilities are fine, the pool area needs renovating, pool chairs are looking tattered. Spa and sauna area is clean.
There is nothing that would compel me to ever stay or recommend the Pan Pacific Orchard to anyone. There are too many other hotels around that actually appreciate their guests. For the 5 star prices you can get a lot better around the Orchard Rd area. And if money is an issue, Singapore has such an efficient MRT service, as long as you stay close to an MRT and then take an MRT directly into Orchard, you will end up in a shopping centre faster than staying at the Pan Pacific Orchard.
Every other hotel we stayed in the last 2 weeks were fantastic or if there were some losses had some redeeming features that would make me return. The Pan Pacific Orchard location and rooms are not good enough to warrant such average service. For the crappy service and basic rooms we may as well have been in a 3 or 4 star business hotel. A disappointing end to our trip.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for sharing your experience with us. We are regretful that the experience on your recent visit has fallen short of your expectations. Please accept my sincere apologies for the inconveniences you experienced during your stay and your comments have been highlighted to the Front Office team to ensure we do not allow similar incidents to re-occur.
Please be assured that our guests are our priority and we remain focused on satisfying our guest expectations. Your valuable feedback regarding our facilities and service will definitely facilitate further improvements.
Could I take this opportunity to invite you to contact me at email@example.com or by calling (65) 6831 6620 in order for me to personally extend my sincere apologies for the problems you encountered during your stay.
I hope that you will not let this one incident deter you from visiting us again and we look forward to welcoming you back to Pan Pacific Orchard the next time you visit Singapore.
Rooms Division Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.