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“Bad customer service”

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Mandarin Oriental, Singapore
Ranked #14 of 312 Hotels in Singapore
Certificate of Excellence
Bengaluru, India
Level Contributor
6 reviews
common_n_hotel_reviews_1bd8 25 helpful votes
“Bad customer service”
Reviewed 27 December 2013 via mobile

I am still staying in the hotel at a time a of writing
I have booked a 4 days package in a suite for 2000$ incl taxes
I have a baby of 6 months old
First suite was really noisy i asked to change
They told me if you want to change we have more expensive room your kind of suite is the last one available
Then after 10 minutes debating with them they found me the same room and shifted me..strange
I wanted to extand my room for one more night so i asked them to pay 500$ to stay in my room one more night
Answer:No you have to pay 680$
To do not have trouble with my baby i decided to stay in the same hotel and to book a smaller room which cost me 500$
To make short term money is good to satisfy customer it is better on the long run
I don t recommand this hotel

Stayed December 2013
Helpful?
1 Thank Freds1983
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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English first
Melbourne, Australia
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 27 December 2013

Probably one of the best hotels I've stayed in in Singapore. The housekeeping staff were extremely efficient and went out of their way to ensure we were comfortable and even made special efforts to take care of my son (lollipops, amenities etc)

Similarly the manager at the cafe also ensured we were well attended when some of our dining party opted for a la carte and the rest the dinner buffet by serving complimentary items for the buffet for the former whilst waiting for the a la carte meals.

One of the best breakfast buffets I have had in Singapore, caters for just about everyone - japanese, chinese, indian and american (even with a choice of crispy American vs middle rasher bacon!). All generally pretty authentic food except for the malaysian curry which was unusually average compared to the other food.

Room was large, spotless and well appointed. Pool is nice and has a separate area for small children.

Marina square shopping mall is just next door and easily accessible via a 2 flight stairwell just outside the entrance to the hotel.

Overall an excellent place to stay, I would definitely stay there again. Only issue would be if you are keen to shop on Orchard Rd - accessible by MRT station close by but a real pain at peak hour by Taxi.

  • Stayed December 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank bananabok
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Australia
Level Contributor
95 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 58 helpful votes
Reviewed 27 December 2013

This is a live review.

I used to be a vocal advocate for Mandarin Oriental and have for numerous times in the past used the Mandarin Oriental brand as a benchmark of hotel service excellence. Sadly to say, what we experienced in the past few days shattered my trust in the brand.

On our day of arrival a message left by our friend was never received.

Then in the afternoon a fire alarm and evacuation announcement got us hurrying out into the corridor, only yo be told by our son in the next room that there is a message in the room saying it was a drill. Yet there was no such note in two of our three rooms.

The reception lobby was chaotic and was like a 3-4 star hostel rather than Mandarin Oriental.

The breakfast cafe Melt was run more like a packaged tour outfit. Tables were tightly packed and table clothes were so large that they threatened to trip you if you were not careful. Is this Mandarin Oriental?

Upon our return to our second half of our booking, we were told at 4:30 pm no rooms were ready. The front desk had no idea when rooms would be ready.

At last a room became available but it was a smoking room. This was later changed after some arm twisting.

However, when a second room was allotted to us it was another smoking room! It was becoming farcical.

So we waited till 6:50 pm to get into a room. We were told the luggage was already sent. Guess what? No luggage in the room. So we went down to the concierge to get them and got them delivered ...... Only with one missing.

Now at 7:30 pm we are still waiting for the remaining two rooms.

I understand hotels do have disastrous days like today. But the way such disasters were handled was what made great hotels.

Sadly to say, to me Mandarin Oriental Singapore is no longer in that category.

  • Stayed December 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank Peter-the-Egg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Perth
Level Contributor
63 reviews
48 hotel reviews
common_n_hotel_reviews_1bd8 32 helpful votes
Reviewed 26 December 2013

We have stayed at the Mandarin Oriental just about every year for the last 12 years. The fact we keep going back says something about our opinion. Our previous reviews are still current. This review I want to emphasise how lovely the view is from the harbour front view rooms, particularly from a high floor. These are what the hotel refers to as premier harbour view rooms. It's the sort of view that you never tire of.

Room Tip: Premier harbour view rooms...spectacular.
See more room tips
  • Stayed November 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank KandiManPerth
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
sydney, aus
Level Contributor
149 reviews
110 hotel reviews
common_n_hotel_reviews_1bd8 109 helpful votes
Reviewed 25 December 2013

We've stayed here before and it's a good accommodation option for Singapore. The rooms are clean and pleasantly furnished (although not quite up to the standard of other MO hotels). Service wasn't quite as good as on our last visit when staff regularly greeted us by name. The hotel is in a good location but it's the pool that wins me over here. There are fabulous views from the pool and it's a great spot to kick back and relax. The pool bar and restaurant are also recommended.

  • Stayed November 2013, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank marniemac
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Singapore, Singapore
Level Contributor
9 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 24 December 2013 via mobile

Pros
1) Has a walkway to Marina Square, a large shopping mall with lots of food and entertainment.
2) Service is excellent. Staff here is friendly and helpful.
3) Bathroom comes with bathtub and bath salt. Spacious and clean.
4) Love the bed. Soft and comfy.
5) Large room with classy decor, a couch and space to somersault.
6) The curtains and blinds are so effective in keeping lights out that i slept till 12 noon.

Cons
1) The sliding door leading to the balcony requires much effort to operate.
2) Not much cons actually. Lovely hotel.

Excellent hotel. Highly recommended.

Stayed December 2013, travelled with friends
Helpful?
Thank Xksinz
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Los Angeles CA
Level Contributor
176 reviews
107 hotel reviews
common_n_hotel_reviews_1bd8 860 helpful votes
Reviewed 22 December 2013

For my very first visit to Singapore, I chose this hotel based on recommendations from family members who have stayed here numerous times, as well as for my fondness for the Mandarin Oriental brand. While overall quite impressive, I actually rate the hotel 4.5 stars due to some minor niggles, but mostly because the hotel is not equal to the Mandarin Oriental Hong Kong, MO's iconic flagship hotel 50 years young this year, which remains as shiny and relevant as ever, still one of Hong Kong's top hotels.

The MO Singapore opened in 1987 and is part of the Marina Square shopping complex that includes a maze-like mall and a few other hotels--the Marina Mandarin (not an MO hotel--confusing!) and the Pan Pacific. The complex was designed by John Portman and Associates, who are known for their "atrium hotels", which have soaring central atriums and glass elevators. The Westin Bonaventure in Los Angeles, Hyatt Regency San Francisco, and New York's Marriott Marquis were also designed by Portman.

The MO Singapore was updated in 2004. The hotel is shaped like MO's signature fan, with the 2 straight sides facing the harbour and the 3rd "fan" side, which is tiered like a staircase and topped by the Oriental Club Lounge, having city views. I believe much of Marina Bay was developed (on reclaimed land that created the harbour) after the MO was built.

Reception area service was excellent throughout our stay, and front entrance staff was also attentive. We arrived very late, close to 2am actually, but 2 receptionists quickly checked us in and escorted us to the elevator. During the day, I noticed there were always young female staffers in cheongsam dresses to assist or direct you.

We booked a City Suite with MO's Suite Temptations package, which offered a free night and daily breakfast. The suite was large, 900 sq. feet, with a living room, bedroom, powder room and full bath with separate tub and shower. It had 2 entrances, the view looked over the top of the Marina Square mall (which has tennis courts) towards the 2 other hotels and the Suntec Convention Center. Some of the furnishings showed more than a small amount of wear. There was a bowl of fruit (replenished daily) and a tray of fancy sweet treats which were removed before we finished them. We did not receive the hot tea welcome I thought was a standard MO feature, perhaps because of our late arrival. MO hotels usually charge for WIfi, but ours was complimentary, I think because I booked through their website. Housekeeping was a mixed bag--not terribly thorough, sometimes slow to arrive when asked.

Because breakfast was included with our package, we opted not to book a Club Level suite. The Oriental Club appears to provide the usual services and amenities for guests who book such accommodations. We had breakfast daily at Melt-the World Cafe, which offers a fabulously extensive buffet. There were standard American or European offerings, plus many Asian and Southeast Asian selections. The place was busy each day with business folks, tourists, a few families, and large Chinese tour groups on our last day. The staff would sometimes forget to put the proper utensils or glasses out next to certain selections. There is outdoor seating available.

We did not try the hotel's other restaurants our lounges. There is a large Chinese restaurant (Cherry Garden), a Morton's Steakhouse and Lounge, a smaller Japanese restaurant (Wasabi Bistro), an Italian restaurant (Dolce Vita) overlooking the pool, and the Axis Lounge for afternoon tea and cocktails. We also did not try the Spa, even though our package offered a discount.

The pool area was lovely, with a lounge as well as the Italian restaurant. The fitness centre is also located here. We did not lounge here, but the pool and fitness centre attendants seemed eager to serve. The cabanas are first come, first served, I believe.

The hotel seems to host a lot of meetings and, especially, weddings. There were about 6 weddings over the weekend we stayed; all were held in the afternoon. The hotel seems to have 2 spaces/ballrooms on the ground floor, plus Cherry Garden, to accommodate these events.

The MO's location is quite nice. Three subway stops can be accessed without walking on the street at all, if you can negotiate the confusing Marina Square mall and the numerous other shopping complexes it is connected to, which is a plus given the heat, humidity and rain. The Marina Bay Sands complex is a pleasant walk past the Marina Bay Floating Stadium across the unique Helix Bridge. Walking the other direction along the bay passes the Esplanade Theatre complex and eventually reaches the Fullerton Hotel and Merlion Park. Also nearby is the Makansutra Gluttons Bay hawker centre, one of the outdoor food courts that Singapore is famous for and should not be missed. Even the food court in Marina Square is quite authentic.

Overall a wonderful stay and marvelous first visit to this cosmopolitan and very clean city/state/island. Singapore has its share of luxury hotels located throughout the city that are surely worth a try, but I certainly wouldn't count out a return to the Mandarin Oriental.

  • Stayed December 2013, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
5 Thank pillowsofwanderlust
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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Additional Information about Mandarin Oriental, Singapore

Property: Mandarin Oriental, Singapore
Address: 5 Raffles Ave, Marina Square, Singapore 039797, Singapore
Phone Number:
Region: Singapore > Singapore > Marina Bay
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Children Activities (Kid / Family Friendly) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#4 Romantic Hotel in Singapore
#6 Spa Hotel in Singapore
#7 Business Hotel in Singapore
#10 Family Hotel in Singapore
#14 Luxury Hotel in Singapore
Price Range (Based on Average Rates): £££
Hotel Class:5 star — Mandarin Oriental, Singapore 5*
Number of rooms: 527
Official Description (provided by the hotel):
Mandarin Oriental, Singapore is one of the world's foremost luxury hotels. It is the only hotel in the city that has been awarded Five Star status for both accommodation and spa in the prestigious Forbes Travel Guide for six consecutive years (2012 to 2017). This award-winning property has a prime location, close to the financial hub with easy access to luxury boutiques and entertainment venues, and minutes away from Suntec Singapore International Convention & Exhibition Centre. The hotel features an impressive atrium lobby with 527 rooms and suites. There is a premium Oriental Club Lounge, an indulgent and intimate spa, extensive meeting and banqueting facilities, five renowned restaurants and two lounges overlooking the spectacular Marina Bay. ... more   less 
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Also Known As:
Mandarin Oriental, Singapore Hotel Singapore
Mandarin Singapore
Oriental Hotel Singapore
Oriental Singapore
Singapore Mandarin Oriental

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