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“Losing it's grace” 2 of 5 bubbles
Review of Orchard Hotel Singapore

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Orchard Hotel Singapore
Ranked #66 of 308 Hotels in Singapore
Certificate of Excellence
Sydney,Australia
Level Contributor
18 reviews
14 hotel reviews
common_n_hotel_reviews_1bd8 12 helpful votes
“Losing it's grace”
2 of 5 bubbles Reviewed January 12, 2014

Probably my 5th+ stay at this property and the service keeps going downhill. I arrived at the hotel between 10:30am - 11 am and they had rooms available but wanted me to pay half day price($120) to check in 3 hrs earlier than the normal check in time which is a total joke. 3 calls to their Touch One service to request for a dental kit and it never showed. I personally had to go to the housekeeper cleaning the rooms on the same floor and fetch it myself. The Queen size bed was two single beds attached together so the surface of the bed was very uneven in the middle so a nice sleep was difficult to get.
Overall I do not think I will be coming back to this property again with all the options available in Singapore.

  • Stayed January 2014, traveled on business
    • 3 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 1 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 3 of 5 bubbles
      Cleanliness
    • 2 of 5 bubbles
      Service
Helpful?
2 Thank KTMSYD
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OrchardHotelSing, Guest Relations Manager at Orchard Hotel Singapore, responded to this review, January 14, 2014
Dear KTMSYD,

Thank you for taking time out to share your recent experience with us. We sincerely apologize for not meeting your expectations during your most recent stay and the lapse in service delivery. Indeed, the experience you had was certainly not acceptable based on the standards that we strive to achieve and what is expected by our valued guests.

Referring to our check-in time, if I may advise that our check in time is at 1400hours which is a hotel policy practiced worldwide. Should our guests require early check-in due to travel schedules they may book their reservation to arrive one day before and we would be pleased to have your room ready before the standard check-in time. As your stay had been during the festive season, occupancy levels were at peak thus early check-in charges were imposed. Nevertheless, we do extend complimentary early check-in during low occupancy and upon availability at the hotel’s discretion.

Please rest assured your dissatisfaction on services rendered has been a topic of earnest discussion with all departments concerned to prevent similar occurrence and we have taken immediate steps to rectify the issues you highlighted. I would like to invite you to contact me directly at rasheda.khalid@millenniumhotels.com so that I may have the opportunity to apologize personally and make the effort to regain your confidence.

Once again our sincere apologies and we hope to hear from you soon.

Best Regards

Rasheda Khalid
Guest Relations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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3,189 reviews from our community

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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4 of 5 bubbles
  • Rooms
    4 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (690)
Date | Rating
  • Arabic first
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Danish first
  • Dutch first
  • English first
  • Finnish first
  • French first
  • German first
  • Indonesian first
  • Italian first
  • Japanese first
  • Korean first
  • Norwegian first
  • Polish first
  • Portuguese first
  • Russian first
  • Spanish first
  • Swedish first
  • Thai first
  • Turkish first
  • Any
English first
Bengaluru, India
Level Contributor
12 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 15 helpful votes
4 of 5 bubbles Reviewed January 12, 2014 via mobile

I have stayed in this hotel for 2 nights with my family in Premier Club. It was a good experience altogether including the best dining experience in Club Lounge. This was my third time that I have stayed in this hotel.

Room was pretty clean including the bathroom. The size of the room was large enough to put extra bed for my son without cramming.

Staff in general from front desk to concierge to club lounge showed highest level of professionalism in line with hospitality industry standards.

Stayed January 2014
Helpful?
1 Thank Sresh2013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OrchardHotelSing, Guest Relations Manager at Orchard Hotel Singapore, responded to this review, January 12, 2014
Dear Sresh2013,

We are most delighted that you have enjoyed your stay with us. Thank you for recognizing our effort in creating memorable hotel experiences and we shall be taking your constructive feedback on board to continuously seek for improvement.

We too are thankful of your good commendations toward our associates. We certainly look forward to welcoming you back in the not too distant future.

Best Regards

Rasheda Khalid
Guest Relations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Houston, Texas
Level Contributor
3 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
4 of 5 bubbles Reviewed January 11, 2014

it was very easy to book a room on the web site. the buffet breakfast was included as part of the room rate and it was pretty good with enough varieties that should satisfy most people. The hotel swimming pool was undergoing renovations during our stay but it did not matter to us (there was a notice that they made alternate arrangements to have a pool available at another location. The location is very good at the top of Orchard Road, so it was fairly easy and convenient to get around.

  • Stayed December 2013, traveled with family
    • 4 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 4 of 5 bubbles
      Service
Helpful?
1 Thank opus77044
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OrchardHotelSing, Guest Relations Manager at Orchard Hotel Singapore, responded to this review, January 12, 2014
Dear Opus77044

Thank you so much for your positive review. It was indeed our pleasure to have you staying with us. We are delighted that you have enjoyed your stay. Your invaluable feedback has been shared with the team.

We look forward to your many returns.

Best Regards

Rasheda Khalid
Guest Relations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Phoenix, Arizona
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
4 of 5 bubbles Reviewed January 11, 2014

The hotel has two different clubs; each unique and located in to the different wings. They both offer the same services, the atmosphe and decor is the difference. The club lounge staff and club managment are professional, helpful and always have a positive attitiude.

  • Stayed January 2014, traveled on business
    • 5 of 5 bubbles
      Value
    • 5 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 5 of 5 bubbles
      Rooms
    • 5 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank jpg59-11
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OrchardHotelSing, Guest Relations Manager at Orchard Hotel Singapore, responded to this review, January 12, 2014
Dear jpg59-11,

Thank you for recognizing our team’s effort in creating memorable hotel experiences for our guests and we will continue to strive towards achieving service excellence. We looks forward to welcoming you back for another memorable hotel experience in the near future.

Best Regards

Rasheda Khalid
Guest Relations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Coimbatore, India
Level Contributor
4 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 1 helpful vote
3 of 5 bubbles Reviewed January 10, 2014

Good one, but could be better. Many young trainees in reception, check-in, restaurant etc., and is a mess. Food spread was good and so was the quality. Terms of booking should be made very clear while checkin to avoid embarrassment while checkout.

Room Tip: Check the room, toilets, electric and water points and take the room only if all works well
See more room tips
  • Stayed January 2014, traveled on business
    • 3 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 3 of 5 bubbles
      Sleep Quality
    • 3 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 3 of 5 bubbles
      Service
Helpful?
1 Thank skmohan2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OrchardHotelSing, Guest Relations Manager at Orchard Hotel Singapore, responded to this review, January 12, 2014
Dear Skmohan2014,

Thank you for taking time out for sharing your recent experience with us.We are most regretful of your stay experience and would like to apologise for your disappointment. We will certainly look into your concerns and take corrective actions to address the service shortfalls.

We hope to welcome you back in the not too distant future.

Best Regards

Rasheda Khalid
Guest Relations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dubai, United Arab Emirates
Level Contributor
102 reviews
55 hotel reviews
common_n_hotel_reviews_1bd8 59 helpful votes
2 of 5 bubbles Reviewed January 10, 2014

We stayed in Orchard Hotel for 5 nights during New Year's but were disappointed. The moment we entered the hotel didn't look like worth the money. After a long tiring journey, we were met by a very very rude lady who assisted in check-in. Me, my husband and a friend from Singapore were standing at the reception for checking-in and first the lady took forever to check-in. This was the longest in my life that I stood at a hotel for checking-in, (this waiting was minus the queuing time). No one else was behind us in the queue, and the 3 of us were waiting for the thing to finish. We were chatting and she snapped at us with a scowl that only one person is enough, the rest of us can go and sit. It almost sounded like a kindergarden teacher instructing her students. At every counter there were 3-4 people in a group and checking-in and their line was moving faster. The lady was extremely inefficient and didn't know how to talk to the customers. We were quietly having a conversation while she was doing her job. And by any means you dont talk to a customer like that.

Ok when this was over, next day at the breakfast I wanted to know if their regular toast had egg or not. I asked one of the staff and he told me it didnt. My husband also happened to have inquired and the other person told it definitely has. They were all speculating without checking the ingredients list on the packet or the chef (if it was in-house). What kind of 5-star hotel does that? What if the customer has it on wrong information and faces severe repercussions if he is allergic to it? Or if it doesnt have egg, what if the customer has to go hungry because he does not eat food prepared in the same kitchen where only non-veg is eaten, and his only option is toast and cereals which comes from factory?

Not at all expected from a 5-star hotel to behave like this.

The hotel location was very good as it was bang on the Orchard Road, about 7 minutes walk to Ion Mall. However, it is adjacent to an infamous lane where you would see a lot of call girls by the night if you walk down to the hotel. So make sure you book it only if u r ok with it.

But one thing, the rooms were quite good and modern compared to the reception area which was a little lackluster. The breakfast options were extensive and they even had idlis for vegetarian Indians.

For the price, I would prefer a better hotel.

  • Stayed December 2013, traveled as a couple
    • 2 of 5 bubbles
      Value
    • 3 of 5 bubbles
      Location
    • 4 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 1 of 5 bubbles
      Service
Helpful?
Thank styledestino
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OrchardHotelSing, Guest Relations Manager at Orchard Hotel Singapore, responded to this review, January 10, 2014
Dear Flamboyant624,

Thank you for taking time out to share your recent experience with us. We sincerely apologise for not meeting your expectations and lapse in service delivery. Indeed, the experience you had was certainly not acceptable based on the standard that we have strived to achieve and is expected by valued guests like your goodself.

Please rest assured that this has been a topic of discussion with all departments to prevent similar occurrence. As such I would like to invite you to contact me directly at rasheda.khalid@millenniumhotels.com so that we can work together on regaining your confidence.

Best Regards

Rasheda Khalid
Guest Relations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Mumbai (Bombay), India
Level Contributor
43 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
5 of 5 bubbles Reviewed January 9, 2014

Stayed in hotel for 1 night. One of the best located hotel right on the orchard street. Best place to do shopping and night life. The service provided was good and Prompt right from check in time to check out. Restaurant service and food was good. But only issue is they close by 2300 hrs(starts winding up by 2230 hrs). If they can keep it open for slightly longer time it would be better. I happened to go there after new year and before chinese new year. The orchard road was nicely decorated and even if you are not doing anything just a walk on this street at evening/ night is great.

Room Tip: If possible choose a room facing orchard road the other room's are facing building's and doe...
See more room tips
  • Stayed January 2014, traveled on business
    • 4 of 5 bubbles
      Value
    • 4 of 5 bubbles
      Location
    • 5 of 5 bubbles
      Sleep Quality
    • 4 of 5 bubbles
      Rooms
    • 4 of 5 bubbles
      Cleanliness
    • 5 of 5 bubbles
      Service
Helpful?
1 Thank kulvinder s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
OrchardHotelSing, Guest Relations Manager at Orchard Hotel Singapore, responded to this review, January 10, 2014
Dear Kulvinder S,

We are most delighted that you have enjoyed your stay with us. Thank you for recognizing our effort in creating memorable hotel experiences and we shall be taking your constructive feedback on board to continuously seek for improvement.

We looks forward to welcoming you back in the not too distant future.

Best Regards

Rasheda Khalid
Guest Relations Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Orchard Hotel Singapore

Property: Orchard Hotel Singapore
Address: 442 Orchard Road, Singapore 238879, Singapore
Phone Number:
Location: Singapore > Singapore > Orchard Road
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Children Activities (Kid / Family Friendly) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#25 Romantic Hotel in Singapore
#32 Business Hotel in Singapore
#47 Family Hotel in Singapore
#60 Luxury Hotel in Singapore
Price Range (Based on Average Rates): $$
Hotel Class:4.5 star — Orchard Hotel Singapore 4.5*
Number of rooms: 656
Official Description (provided by the hotel):
Style meets substance in the heart of Orchard Road - Singapore's premier shopping and entertainment district. Our award-winning city hotel offers 656 rooms and suites. Trendy and handy design elements exist in every room, crafted to suit your every need. It is the ideal escape for work, rest, and play. ... more   less 
Reservation Options:
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Also Known As:
Singapore Orchard Hotel
Orchard Hotel Singapore

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