We had a short stay at the Shangri-la on our way to Vietnam but it beca e the highlight of our trip. From the moment we arrived to the moment we left we received amazing service. The people who stood out were Yana on reception and Rajagopal, the cheif concierge. Yang went to great effort to find us a room when we checked in early. My wife is disabled and needed a rest but our room wouldn't be ready for some time. Yana negotiated a beautiful upgrade for us a d did everything possible during our stay to make is comfortable for us, especially my wife. Rajagopal was an enormous helper every day, giving advice, booking excursions, finding taxis and much more. I think he had the biggest impact on our stay. Our room was beautifully presented and well maintained. It was my birthday and we were surprised to find a small birthday cake and card in our room. While we were staying at the hotel they also hosted an enormous international security conference that had a massive impact on the hotel, the staff, guests and the whole city, but staff did as much as they could to minimise impact on other guests. Make no mistake, this is an expensive hotel, but they provide great service and great rooms. The food is excellent and the environment lovely. …
First time back since covid times. Travelled with a young child and we had an amazing stay overall. We stayed in the garden wing this time and I would say it’s worth the extra for the space and view. Room is clean and well maintained. We tried several f&b outlets while staying here and all the food was good. My son had a great time at splash and buds. The normal pool is also in good condition and not too crowded. All the staff were very attentive and kind to my son and our requests were generally promptly attended to. Only negative was that our bags took almost an hour to be brought to our room after check in and we had to follow up. Will stay again! Definitely recommend this Shangri-La over the sentosa Shangri-La. In future we will continue staying at this hotel and just taxi to sentosa for a day trip…
I arrived at the hotel at 2:30 pm and understood that the check-in time was at 3:00 pm. I do not mind waiting till 3:00 pm as I was early. 3:00 pm has passed and I asked the staff at the lobby counter about the status of my room. She informed that I have to wait 10 minutes more as the room was not ready. So, I waited 10 minutes and checked with her the second time. Again, I was told that the room was still not ready and was requested to wait further. I waited the second time and after a few minutes, I approached another lady at the counter. Once again, I was asked to wait for a while. By then, it was already 3:30 pm, meaning to say it is 30 minutes past the indicated check-in time. So, I asked her how long more do I need to wait just to get a room. What upset me the most is I can see other people do not have any problems checking in. They can get their rooms immediately. To make this up, I was given a Welcome Refreshment voucher and it states the location of the restaurant is at 1st floor. Thankfully, I asked the lady at the information counter before going up to the 1st floor. Only then and there was I informed that the restaurant at the 1st floor is closed. I was then told to go down to the Line Cafe. The hot cafe latte that I ordered there was lukewarm. I can tell the customer service in this hotel is quite bad.…
We decided to treat ourselves to a family holiday to Singapore as a result of the Covid lockdowns. It was our first long haul flight with our 2 year old, but having visited before we were confident Singapore would be great. After a terrible experience at the airport, where families were ignored at security, we eventually arrived at the Shangri-la and met the lovey Diram at reception. He was warm, welcoming and apologetic for our poor experience up until that point. He treated us so kindly & personally, providing our son with a little treat bag that just made our ‘real start’ to the holiday. We stayed in the garden suite and the room was excellent. Good sized balcony, nice shower and bath, plus all the amenities you would expect of a 5*. We had room service on the first night as it was late and it was fantastic. Covid has meant some changes to how the hotel runs. There is a digital concierge, where you can book breakfast/kids activities, as well as ask any questions. We found it smooth to use, particularly when requesting different pillows / extra toiletries. Our son loved his little slippers, thank you housekeeping!! Booking breakfast was straight forward ( you book a slot the night before - lucky for us expecting a lie in has long been a distant memory). Pre-book dinners is a must, particularly at weekends. A special mention has to go to the Splash park and the team who run it. What an excellent addition to the hotel! The staff were so helpful and positive ( particularly a very smiley guy, sorry I do not know his name!) The lifeguard Elaine was also so personal and friendly around the children, which is often hard to communicate when masks are on! So thank you. Now off to the other Shangri-la in Sentosa and we hope they can keep up the standard set here!…
This is a beautiful hotel with fantastic grounds. However it is the helpfulness of the staff that set it apart from many other lovely hotels in Singapore. In particular we found Sharmah to be polite, helpful and friendly, and has helped us efficiently and expertly for many years. He’s a great asset to the hotel.
Just a lovely hotel. Staff try hard to deliver great service. Facilities are top notch. Had to work a bit at check in to get an upgrade on the Amex FHR booked room (Shangri-La is always stingy with upgrades but generous on check in/out times). Of course a bit of a walk to Orchard Rd but knew that when choosing the hotel. Breakfast in The Line busy as always but possible to reserve a time slot. Good stay, will return.
Very impressed with this hotel. Great rooms and great nights sleep which was a bonus in a busy hotel. The pool and gardens were lovely. The breakfast selection catered for everyone’s needs. Easy to get around or get a taxi from the hotel. Many restaurants within the hotel to choose from.
This is an extremely luxury hotel with amazing staff. The room was so comfy and clean, it catered for everything we needed. The staff were amazing and so helpful. Location was great as it was only a 10 minute walk to Orchard Rd. Breakfast was outstanding, it had food from every corner of the world, you would never go hungry eating their breakfast. It didn’t get a 5 as the hotel held a school prom and the kids managed to get on to our floor at midnight and were extremely loud!
Many thanks to Rosy's team on Sunday (24 July 2022) for making our birthday celebration a memorable one. Kudos to Tobias that served our table during lunch! The service was really nice and accommodated nicely to our requests!
We stayed at the Tower Wing in a one bedroom suite for 11 nights with our two kids (8 and 10). We also had a separate room booked for the kids’ grandmother and Aunty. We have stayed at the Shangri-La before and loved the facilities. The grounds are amazing, and the pool is simply wonderful for kids. Those things haven’t changed, but a bunch of other aspects of our stay were really disappointing. First of all, our room was changed without any notice to me to a room in the Valley Wing. I only found that out as we came to check our booking before departure. That meant that grandmother/Aunty would be staying in a different wing of the hotel, which was less than ideal. As a result, I paid to upgrade their room category to the Valley Wing. When we arrived to check in, we were told that our room had been changed back to the Tower Wing. I wasn’t troubled by the change back to the original room category given that is what we had booked, but having paid for the upgrade on the second room, the communication was generally terrible from the hotel - no communication about our room change, then positive confirmation of change when I made inquiries, then upgrade second room, then arrive to be told no change. And aside from the communication failings, I was a little miffed that the staff on check in tried to tell me that, with the change of room to the Valley Wing, we wouldn’t have had access to the Valley Wing facilities in any case. In other words, the hotel was going to change our confirmed booking, move us to a different wing of the hotel, but then make us second class citizens there. Was just a really poor start. To his credit, Andreas tried very hard to solve the situation. The upshot was that both rooms ended up in the Tower Wing, but the hotel held onto the upgrade fee and changed the second room to a junior suite. When we have stayed at the hotel before, we have enjoyed breakfast at the Horizon Lounge. That was not available this time - despite the hotel’s website saying nothing about the cut backs, the Horizon Lounge offering was drastically reduced this time around. This meant that we had breakfast at the hotel’s main buffet, The Line. We didn’t enjoy that experience. It was overcrowded and very busy - often the venue lived up to its name with a line of up to 20 people trying to get a table. Part of the problem is COVID and the impact that has on dining venues and capacities. But that seems to me to be an even better reason to have the Horizon Lounge open given the hotel seemed to be at capacity. The other part of the problem is that the hotel seems to have taken on corporate retreats etc and so large groups were also using the same facilities while we were there (like Oracle). That just placed way too much pressure on the dining venues. For example, we needed to book days and in some cases weeks in advance to get access to any of the hotel’s dining facilities. That just defeats the purpose of on-site dining. And especially for a hotel like this which is actually a reasonable distance away from anything, and where on site dining is actually necessary. The hotel is still a lovely hotel, and the facilities are wonderful. Our kids loved the pool and Splash, but as adults we didn’t love our stay this time around and doubt we would come back. It just felt like a really large hotel, the service was underwhelming (and the room change mess was really disappointing), and it was just too overcrowded. It was not the relaxing haven we remembered it being. If you are looking for personal service, this is not the hotel for you. I spent more than S$15k at the hotel on this stay, and aside from Andreas trying to fix the hotel’s stuff up on check in, and the lovely housekeeping staff, we were entirely invisible and just one of the hundreds passing through the hotel……
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