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Reviewed 7 March 2021 via mobile

Had an excellent stay at Mandarin Orchard this weekend. The service was exceptional and the location was perfect for a weekend in Orchard Road. Thank you Elvie and team! Perfect place for a staycation

Date of stay: March 2021
Trip type: Travelled with friends
Thank NeaNoordin123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Danny Wong, General Manager at Mandarin Orchard Singapore, responded to this reviewResponded 9 March 2021

Dear Nea

Thank you for your beautiful 5-star review of Mandarin Orchard Singapore and for applauding the warm and sincere service rendered by Elvie and her team!

We are most heartened to hear how the staycation had been most perfect and certainly hope this had left you with a great experience. The people really makes the difference in creating a pleasant environment and we will be most pleased to share your compliments with the Director of Front Office for the recognition Elvie and her team are due; your review will continue to inspire the team to serve the Meritus Way.

Thank you again for your assurance in Mandarin Orchard Singapore and we look forward to welcoming you back to stay again.

Yours sincerely
Danny Wong - Hotel Manager

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Reviewed 5 March 2021

Complimentary upgrade to a club room and a nice little cake were given as gifts to one of our birthday. Excellence service, hygiene and location. Enjoyed our stay and will consider to come back again.

Date of stay: March 2021
Trip type: Travelled as a couple
Thank Jae K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 5 March 2021

My husband and i had a great time at mandarin orchard!
no regrets choosing MO as our preferred hotel to hold our wedding lunch.
food and service were top notch!
Jacqueline was our hotel manager and she was very helpful throughout our whole wedding journey , we are really happy to have the chance to work with her and the floor manager Eugene. Both of them were very professional.
highly recommended!

Date of stay: February 2021
Thank Jovnlt
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Danny Wong, General Manager at Mandarin Orchard Singapore, responded to this reviewResponded 13 March 2021

Dear Sir/Madam

Thank you for taking time to personally write a lovely review in commending the excellent wedding banquet held at Mandarin Orchard Singapore!

Congratulations once again on your matrimony.

We thank you for giving the Hotel an opportunity to host your wedding celebration and have you experience our traditional warm Asian hospitality. It is a great pleasure for us to organise and see through a successful wedding celebration. We are heartened to have Jacqueline with you through every step of the journey from planning of the wedding banquet till the actual day event pleasantly executed by Eugene.

Thank you again for your wonderful words for the team and we wish you both a blissful marriage!

Yours sincerely
Danny Wong - Hotel Manager

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Reviewed 5 March 2021

2nd visit as we had a corporate promo. Our first visit was a month ago where the experience wasn't that great.

This time, the check in queue was long but it was more organised. They only allowed one person of the party to join the queue and opened up a waiting room for all other members.

The room we got had signs of wear and tear, similar to the previous experience. But it was comfortable, especially with the many channels on the TV and a bathtub.

There was a promo for in room dining the previous time, but the promo has changed to only 30% of Chatterbox. (Previously it was 50%).

Breakfast was more organised with better tasting food this time. It seems they do action on feedback!

The location is very good and convenient. The government shut the hotel down on the day that we were checking out due to suspected COVID cases. We read about it online and the staff were transparent enough to confirm it before the mainstream media reported it. The staff whom we interacted with at the reception, restaurant, in room dining were all very friendly and professional.

Overall, a comfortable experience but would be better if they don't accept so many bookings because the arrival process did dampen the mood a little. We saw that the carpark was full and had to turn up to a few levels before getting a lot.

Date of stay: December 2020
    • Sleep Quality
    • Rooms
    • Service
Thank AgC767
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Danny Wong, General Manager at Mandarin Orchard Singapore, responded to this reviewResponded 13 March 2021

Dear Sir/Madam

Thank you for your wonderful and assuring 5-star review of Mandarin Orchard Singapore!

We are delighted to learn we have exceeded your expectations on your returned stay this time. With the aim of the hotel of putting guests as our priority, your review and assurance of the team will inspire them to always serve with true Asian hospitality and to create a unique and memorable experience to each and every guest. Guests are always our priority and we always put guests at the centre of everything we do.

Thank you again for your assurance in our service and facilities; we most certainly look forward to have the pleasure of welcoming you back again.

Yours sincerely
Danny Wong - Hotel Manager

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Reviewed 4 March 2021 via mobile

1) After check in, the TV was fine. After went out and came back, TV not working and need to call service counter and ask technician to came over and fix it.

2) Bathroom : Brown water flowing out from the tap.

(i) We call service counter, they said they will ask someone up and check.

(ii) So we wait in the room but no one came and phone rang. So i pick up and they said will arrange another room for us which is lower level as this issue was only encounter on high floor which not only us affected. So i ask her back, does that mean lower level confirm wont have this issue and she reply yes and ask us to give them 10 min and will return us a call because they need to check any available room.

(iii) We waited for 10min and no call return and wondering why they check 1 available room need to take so long as we thought is just checking by using computer system and they will know which room is available ? If there are no available room , why is there no call back with updates ? So we call back again and they said that they still checking. I got no idea why but maybe they really changing the room for the entire floor.

(iv) After waiting for almost 1 hour, finally we able to change our room. So while walking to another room, i ask the bellman is it just only us ? And he reply yes. So... the service counter told me that our level got this issue but why is it just only us changing the room? Does that mean the rest of the guests are using dirty water to bath/drink without notice the water are dirty? Eeww...

(v) So when we enter the new room, we check the water again and.... the result was expected. Is the SAME ! Dont know is it because we unlucky or what. Refer back to 2(iv), the counter told me that only HIGH LEVEL but why change to lower level still the same? And why they never check first before we change to another room?

(vi) So we wait again !!! And the bellman said that they will shift us to another tower. So after shifting to another tower and room, finally the water is clean and all this issue happened during midnight, we request to extend the check out timing and ask the bellman to let the counter know.

3) After shifting to the new room i thought the tv they will activate for us after we confirm that the room are okay but we waited 10min and tv not activated so we call service counter again and activate it.

4) Next day morning, we go for breakfast at chatterbox and my friend was wearing their bedroom slipper and they told us that bedroom slipper is not allowed in the restaurant so we went up to our room to change the footwear and THE KEYCARD NOT ACTIVATED

5) So we go to service counter and check on the key card and the staff told us that the check out timing is 11am. We was like why is 11am as last night you'll promise to give us late check out.

6) So the staff update the check out timing accordingly and she went up together with us and to confirm the card is working.

7) After settle the card, we go for our breakfast. One breakfast serving need to wait 45min !? What if check out timing is 11am and we go breakfast at 10am, is there enough time for us to pack and go ?

8) After the check out, we ask the staff at the counter what exactly happen and why the water are in this color and she said is because that tower room been empty for a month which cause this issue. So we check with her if this issue is solved and she reply yes.

9) After that i sent a feedback online and it stated that they will reply within 24hrs but seems like i waited for more than 24 hours. Although i did get a reply from them and did apologies but i feel that they are just entertaining me because there's no follow up from themafter. Is this how they manage the guest feedback?

In tripadvisor review i saw that one of the review also mention that the water is yellowish during Aug 2020.

Does that mean this issue from August 2020 till Feb 2021, they did not resolved this issue at all ? Isn't Singapore a clean and green country ? With this type of water quality, how does it display the image of singapore water ?

What a memorable stay for my friends & I. We just cant imagine that what if some of the guest did not notice the water condition and bath or rinse their mouth with the dirty water. Eew....

In their email reply they did mentioned that as a gesture of goodwill, they will extend a special rate for us if we could give them another chance to serve us but will you ever spend money on this hotel again with this type of water condition?

And i was wondering if the management realise the building name become" v ANDARIN ORCHARD "?

From FEB till MAR, this does not seems to be fixed. How does this look like a 5 star hotel?

Date of stay: February 2021
Trip type: Travelled with friends
Thank XYTAN013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Danny Wong, General Manager at Mandarin Orchard Singapore, responded to this reviewResponded 13 March 2021

Dear Tan

Thank you for your review of the Hotel.

Please allow me to take this opportunity to apologize for the inconveniences caused that marred your experience with us. The quality of water affected by the sediments in the pipes as the water stagnated due to no movements. This lapse should not have happened. It has always been our utmost priority to provide the best possible experience to all our guests and in this instance, we realise we fell short.

Please be assured that we are more committed than ever to keep improving our service standards and training our staff who are at the forefront of delivering such standards.

We thank you so much for your continued support of Mandarin Orchard Singapore, especially during these trying times. Thank you once again for your valuable feedback and patronage.

Yours sincerely
Danny Wong - Hotel Manager

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