Wednesday, 30 October 2013

Reply (Email) and Revisit to Orchard Hotel

After my review, Orchard Hotel contacted me regarding the poor experience and offered to improve my opinion of the hotel.

This is rather surprising as my review of the hotel did not highlight any major hiccups except the check-in time.

Dear Mr Ee
I am delighted to be receiving your response.
On behalf of the management of Orchard Hotel Singapore, please accept our sincere apologies for the inconveniences that you have experienced during your recent stay with us.
It is important for us to get a constructive feedback of our services that we offer to our valued guests.
By developing a constructive interaction, it will enable us to evolve our service and learn from our guests experience at our Hotel and their international knowledge, so that our services can grow stature.

We would like you to continue to be an active guest of the Orchard Hotel Singapore and we therefore would like to offer to you a complimentary upgrade to our Club room with all the Club benefits extended to you on your next visit when you book our Deluxe room.
The Club benefits that you have been accustomed to comprises of buffet breakfast, lunch snacks, afternoon snacks, as well as evening pre dinner aperitifs , all within the privacy  and the exclusivity of the Premier Executive Club or the Signature Club lounges respectively.
In addition you will be entitled to 2 pieces complimentary daily laundry, complimentary Wi-Fi, complimentary local calls as well as personalised check in and check out.

We deeply value your relationship and loyalty and we are committed in providing you with the highest level of service simply because our guests deserve the very best.
Mr Ee, please contact me personally as it will be my privilege to assist you for your future stay so as to ensure that you will have a memorable stay with us.

We look forward to welcoming you back again.

Best Regards


I have to admit I am glad considering my review of Marina Mandarin and the GM's reply was very very disappointing!

Therefore, I booked a Deluxe Room (which is the lowest category) and was granted early check-in as well.

Check-in was done at the Premier lounge (on the top floor) after we approached the usual front desk to guide us to it.

Reception at Premier Lounge
 I must have been marked as a VIP as the front office manager was informed to meet us on check-in.

The Premier and Signature Lounges

 We went to both lounges which were very different.

The Premier Lounge is much brighter and modern. However, I found the computers too exposed for privacy.

In contrast, the Signature lounge is dark and features more privacy.

The food at both lounges is similar, and could be better in my opinion.

Afternoon tea and canapes was good enough. No champagne was available though.

Orchard Cafe

Breakfast can be consumed here and the place was rather crowded. Selections are fine nevertheless. Some dishes do need improvement, like the bacon shown which was soggy.

The Pool

The swimming pool looks much better night and shows a little age in the sun.

The Gym

The gym has opened, but is very much smaller than before. The lack of free weights is inadequate!

The Room

The club floor is definitely much better decorated. The room is still the same size as a normal room, but the view is much better at a higher floor.

The Service

The staff is definitely much friendlier for club floor guests than previously encountered.

The hotel also gave us better amenities for this stay.

In Summary

I am glad to review my opinion of this hotel to a "Recommended" in view of efforts of service recovery.

Thank you for reading,

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