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“Beautiful Hotel,Lacks in service”

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PARKROYAL on Pickering
Ranked #26 of 317 Hotels in Singapore
Certificate of Excellence
Reviewed 23 May 2013

The Hotel is very impressive,rooms are well set out,bathroom is fantastic.Now the rooms are Hi tech,so it would make sense that you are given advise as to how every thing works rather than spend half the day making sense of this lovely room.This is just the start of how lacking the service is.Room service was a disaster that food was a small in size an very very ordinary in flavor,an so on it went that the service was terrible,however the bright light in the entire staff was a lovely lady called Melisa up on the 16th floor could not be more help full in providing information on what to do an see in the area unlike the conserige who said go to the end of the street an turn right

Room Tip: wait for 12 months until they can train the staff
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  • Stayed: May 2013, travelled on business
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Thank bmac705
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
David-PARKROYAL, General Manager at PARKROYAL on Pickering, responded to this reviewResponded 31 May 2013

Dear bmac705, thank you for your constructive feedback. At PARKROYAL on Pickering, we take great pride at being your local connection that delivers genuine, relaxed and personalized service. Obviously you did not receive that from our concierge and for that, I sincerely apologise. Thanks again for your feedback, it is only through feedback like yours that we are able to constantly adapt and improve our services...David

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2,394 - 2,400 of 3,109 reviews

Reviewed 23 May 2013 via mobile

Came in mid night, which was pretty late due to a late journey from KL. my original booking was booked for the next day at another hotel but couldnt check in due to some hotel policy and decided to give park royal a try. Being late and tired and just wanting a good nights rest with my wife, we decided on a superior room. Upon checking in in the wee hours of the morning, a receptionist by the name of Robin suggested we gave the deluxe room a try just for an additional sgd$20. Worried abt my precious car, robin suggested that i park my skyline in front of the hotel. Valet charges was if not mistaken around sgd$12. Pretty reasonable.

After unloading the luggages, the same receptionist decided to help us with our luggages. Not bad for a mid night check in. Room wise, its clean and looks cozy. My wife loved the view of the room, as apparently it overlooks a part of the hotel and the city.

Sadly its a non smoking hotel.

  • Stayed: June 2012
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1  Thank Eugene L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
David-PARKROYAL, General Manager at PARKROYAL on Pickering, responded to this reviewResponded 31 May 2013

Dear Eugene, thank you for sharing your recent experience at our hotel. Your positive feedback is encouraging and I am delighted to read that the team took good care of your car and I have to agree that we do have a pretty awesome view of the city from the hotel rooms. It will be my pleasure to welcome you again for a memorable hotel experience in the near future! Thanks again...David

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Reviewed 23 May 2013

I've stayed in this hotel in April 2013 for 01 nights.. Everything was nice & good, love the room.. especially the open concept for bathroom.. the greenery makes you feel refreshed & chill.. However, the service standard at the breakfast area have to improve, staff seems very impatient at times.. One more, late check-out was extended till 1300hrs, however we have called to extend for an hour more to 1400hrs as it was raining heavily.. One thing I really HATE about Pan Pacific Group is that once they have extended the check-out time, they will always send someone up to your room to remind you about your check-out time, they will claim that they are checking the mini bar.. nonsense!!! Stayed at Pan Pacific Orchard & that's what they did too.. This is bad, they don't trust the traveller to check-out.. What's wrong with extending that bit of late check-out when the hotel is running on a extremely LOW OCCUAPANCY.

Room Tip: Get higher level floor, request for city view!!!
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  • Stayed: April 2013, travelled as a couple
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Thank thbellevue
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
David-PARKROYAL, General Manager at PARKROYAL on Pickering, responded to this reviewResponded 31 May 2013

Dear thbellevue, thanks for taking the time to share your views about our new hotel. While I am delighted to hear that the room and outdoor greenery were able to provide you with a refreshing experience, I was disappointed to hear of the service shortfalls encountered. I am confident our service levels are improving every day and realise it does take a little time to achieve the consistency after a new opening. I appreciate your patience and hope we get the chance to welcome you back...David

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Reviewed 23 May 2013 via mobile

Our stay is one the best experience I have had in my travels.Everything from little tiny details was just perfect for me.Clarke Quay MRT is half block away,Chinatown is 2 blocks away what else can you ask for? Jacuzzi/infinity pool overlooking the city? They have that too!! Will be staying here again next year.And yeah check out the bar during happy hour.BOTO it is!And did I mention everyone wears a smile in this hotel!

Stayed: April 2013
Thank Weng P
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
David-PARKROYAL, General Manager at PARKROYAL on Pickering, responded to this reviewResponded 31 May 2013

Dear Weng P, thanks for your gracious review and making PARKROYAL on Pickering your preferred choice. I am most pleased to learn of your commendation towards our team for the quality of service. Your positive feedback is certainly encouraging and we continue to seek for improvement towards excellence. It will be my pleasure to welcome you again for a memorable hotel experience in the near future! Thanks...David

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Reviewed 23 May 2013

The hotel is a resort-themed business hotel in the middle of the city. It has a 'nature theme' throughout: canopy gardens as an exterior, right down to soft-leaf edged plates at the breakfast table.

We stayed in a Junior Suite on a weekday night. The room was very spacious and the furnishing was delightfully modern, without resorting to a lazy harsh aesthetic.

The electric blinds come in day/ night setting, but unfortunately one didn’t work, which meant a slight lack of privacy at times. We were informed this could not be rectified and were offered a smaller room as an alternative. We didn’t accept the offer.

Other negatives: through the stay hot water intermittently was loss; the newspaper was not delivered in the morning; and the soap dispensers at the pool side showers were not filled.

I can tell they have installed a wonderful guest relations e-system with information generally delivered effectively from shift to shift, however, I think there have been execution problems as breakfast having been added to our room wasn’t recognised at the restaurant and calls needed to be made. That being said, the staff were generally attentive and flexible to our needs, especially with regards to travelling arrangements. All were very polite, though some were obviously better experienced at venturing away from prescribed answers than others; kudos especially to the morning Operations Manager Nadia who handled my morning mood exquisitely well.

There are certain things that no doubt MUST be improved – as a five star establishment in the middle of the city you need to get the fundamentals right: the newspaper must be delivered, the hot water can never go off, there must always be soap. But the staffs really are first class so I am confident the rest will follow.

Room Tip: A junior suite is worth the added $.
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  • Stayed: May 2013, travelled with friends
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Thank Nicholas L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
David-PARKROYAL, General Manager at PARKROYAL on Pickering, responded to this reviewResponded 31 May 2013

Dear Nicholas, Thank you for sharing your recent experience at our hotel. I am delighted to read that you appreciated the atmosphere and that the team took very good care of you. I apologise for the negative experiences and I am confident our service levels are improving every day and realize it does take a little time to achieve the desired consistency after a new opening. I appreciate your patience and hope we get the chance to welcome you back...David

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Reviewed 22 May 2013 via mobile

Gorgeous hotel and rooms but utterly hopeless service and poor value for money. We paid far more than at the Swissotel across the street... With far crappiet service and smaller rooms.

We arrived and were thoroughly confused by the check in when they told us we were booked in for one night instead of two. Fortunately we had the online booking confirmation to sort it out. It took two staff more than tfrom wenty minutes to sort it out... And when they finally gave us the room keys, we went up to a beautiful room which only had a double bed and no bed for our three year old (clearly specified on the booking)! We were then told that housekeeping would send a rollout bed. After waiting half an hour and not hearing from housekeeping, we went out to grab a bite as and came back an hour later and still no bed! Called reception and was told that there wad no room for an additional bed! After asking where they expected the little one to sleep, they finally moved us to a larger room but we had to wait another 45 mins for them to sort out the key! Basically wasted a whole afternoon of our holiday trying to sort out the accommodation!

This was just the beginning of the poor service. Towels requested took 40 mins to arrive and required two phone call followups. No way to order cocktails at the pool (the fellow attending the pool couldn't figure it out and just kept pointing to the beer menu). Pool is beautiful but unpleasantly cold. Our room key stopped working on the second day (resulting in another half hour wait while dripping wet from the pool).
Overall... Gorgeous building and convenient location but really poor experience. Breakfast was average at best. Thank you to the one lovely staff member who endeavored to make everything right every time it screwed up (Ahmed?)
Definitely wont be staying there again.

  • Stayed: May 2013
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4  Thank BettyBee99
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
David-PARKROYAL, General Manager at PARKROYAL on Pickering, responded to this reviewResponded 31 May 2013

Dear BettyBee99, thanks for taking the time to share your experience with us. I am sorry to hear that you have experienced many hiccups while staying with us. We will look into that and correct those shortfalls on our end immediately. It is only through feedback like yours that we are able to constantly adapt and improve our services. I value your patronage and I hope to welcome you and your partner back to PARKROYAL on Pickering in the future for a more successful experience...David

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Reviewed 21 May 2013

Towel : Yes + Bathrobe
Toiletries : Yes
Minibar : mineral water only and coffee/tea maker with kettle
Restaurant : Yes (outside there is also China Town where you can find a lot of choices of food)
Hot shower : Yes
Wifi : Yes

Room is big and the bed was very comfortable. View is not much but its still pretty awesome if you like people from the other side of the building gawking at you doing some hanky panky!! :) The aircon seem to tone down by itself when its morning so you might feel a bit warm, but no worries no need to get out of the but as the switches is all near the bed side.

If you need go bounce from places to places its easy too!! As there is 2 MRT station stop near by just outside the hotel and they are the CLARK QUAY & CHINA TOWN, but CLARK QUAY would be nearer. Going to the Universal Studio or Sentosa is very easy and fast. Just get your way to Vivo City and make your way to up floor where the train departs and ticket you can buy there.

  • Stayed: May 2013, travelled as a couple
    • Value
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Thank pimpmytravel
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
David-PARKROYAL, General Manager at PARKROYAL on Pickering, responded to this reviewResponded 31 May 2013

Dear pimpmytravel, thanks for the detailed review. I’m happy to hear that you took full advantage of our convenient location to travel around Singapore. I look forward to welcoming you again in the not too distant future...David

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Additional Information about PARKROYAL on Pickering

Address: 3 Upper Pickering Street, Singapore 058289, Singapore
Phone Number:
Region: Singapore > Singapore
Amenities:
Bar / Lounge Beverage Selection Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Restaurant Room Service Shuttle Bus service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#12 Spa Hotel in Singapore
#13 Family Hotel in Singapore
#14 Romantic Hotel in Singapore
#25 Business Hotel in Singapore
#26 Luxury Hotel in Singapore
Price Range: £152 - £303 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — PARKROYAL on Pickering 5*
Number of rooms: 367
Official Description (provided by the hotel):
PARKROYAL on Pickering offers guests a luxury business hotel conveniently located at the gateway to Singapore’s central business district, near Raffles Place. Enjoy close proximity to key cultural, shopping and entertainment attractions. And take advantage of our spa, fitness centre, jogging path and pool – all conveniently located on the same floor. ... more   less 
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Also Known As:
PARKROYAL On Pickering Singapore

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