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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: Traveled 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 4 weeks ago

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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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 28 February 2021 via mobile

During my reservation , was surprise to receive a notification from Kho Jia Yi on that they will prepare a complimentary cake !
This was so sweet and thoughtful of her .

During my check in , arrive on time ... check on with Max was fast. Clear and detail explanation by Max also. Easy to understand . Was upgraded to Club floor 3021 to reduce the noise from the current minor works going on .
Another simple and thoughtful mindset by Max.

Went into the room , my wife was surprise with the cake and the lovely swan...I nearly have to sleep on the floor .. coz the swan is too lovely to destroy. Hahaha..

Thanks to the housekeeping team who make it happen .

Me and wife appreciate the nice gesture and thoughtful mindset from the hotel team who makes things happen and end nicely during our stay.

First time staying here .
But definitely NOT the last...

Keep it going .. work with positive mindset and have the positive influence spread around .

Date of stay: February 2021
Trip type: Traveled as a couple
Thank JimZu
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed 25 February 2021 via mobile

We book our hotel through direct website for mystery room and we get an upgrade to the club room and high floor! The hotel is great interior and exterior with facilities. As we only get to use the swimming pool for an hour, we really enjoy as it was less people during the time slot that has book! It was fantastic! The room is big and spacious with amenities, bathub & the view is great too! We went for our first wedding anniversary staycation & this is really made our stay more enjoyable with swan towel decorations for us , welcome card from hotel manager, Danny Wong and they gave us a complimentary cake! The reception Dian who check us in is friendly and great! Thank you for making our stay memorable and pleasant

Date of stay: February 2021
Trip type: Traveled as a couple
Thank FIFI200816
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 4 weeks ago

Dear Sir/Madam

Thank you for your beautiful 5-star review of Mandarin Orchard Singapore!

We are glad to know that you celebrated your wedding anniversary here and had a great experience; we thank you for choosing to celebrate with us. We wish you and your spouse a Happy Belated Wedding Anniversary! The people really do make a difference and we are certain your compliments will inspire the team to continue to serve the Meritus Way.

Thank you again for recommending Mandarin Orchard to your family and friends; we are sure they will enjoy the same Asian hospitality you had experienced. We look forward to welcoming you back again soon.

Yours sincerely
Danny Wong - Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 24 February 2021

We choose the hotel for me and wifey ROM stayaction. After knowing that we are having our ROM stay, they help us upgrade as there is available room, they even given us a cake with congratulation on it. Totally love it. Everyone is with a smile and the service is great. Room is very clean and staff attended to us within a few min when we requested. Will totally go back again.

Room tip: Nice service
Date of stay: February 2021
    • Value
    • Rooms
    • Service
Thank WongK74
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 4 weeks ago

Dear Wong

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

We are delighted to know both you and your spouse had a great time at our hotel in celebration of your ROM. It is always wonderful to hear from guests that they feel comfortable in our hotel. We will certainly be pleased to share your compliments of the outstanding team for the recognition they are due; your kind review will continue to inspire them to serve with the warm Asian hospitality the hotel is reputed for.

Thank you again for selecting us amongst many hotels in Singapore for this joyous celebratory staycation. We look forward to your returned patronage for your anniversary staycation.

Yours sincerely
Danny Wong - Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed 22 February 2021

Mandarin Orchard's only strength is its staff. The Guest Services team were polite and very helpful and the Housekeeping team similarly cheery and maintained excellent cleanliness. The room was free of major defects but Mandarin Orchard's soft product was unfortunately, extremely disappointing.

For breakfast at the renowned Chatterbox, you're limited to 1 main course order per pax - which, if you go for the American breakfast is 1 egg, 2 strips of malnourished bacon, 1 slice of triangular ham that reminded me of you'd get at an Army cookhouse, 2 miniature sausages and some chili sauce. You do get free flow of fruits and bread (read: any two of a croissant, red velvet cupcake and something that very mildly resembled a Danish) coffee/tea/juice but honestly, charging $32 nett for this is frankly absurd. I regret not walking out of the restaurant when the plates were served. The quality of the food was somehow even more disappointing than the quantity. If you're looking to book, go for a rate that doesn't include breakfast. You would genuinely enjoy a tastier, more fulfilling, better made meal at a nearby Toastbox.

Also ice is chargeable at $6. I do hope the Ministry of Sustainability and the Environment can negotiate a better deal for Singapore's water supply because $6 for about a litre of ice is pricing you'd expect on the International Space Station.

Date of stay: February 2021
    • Value
    • Cleanliness
    • Service
2  Thank Raja V
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 23 February 2021

Dear Sir/Madam

Thank you for taking the time to write your review of the hotel; all feedback is very important and every comment is both read and noted.

We are thrilled to hear you thoroughly enjoyed our service rendered by the lovely team. It is however disappointing that the breakfast was not to expectations and the charges on ice bucket. With feedback like yours, we will continue to achieve even more and to provide better for our guests. We value your business and we hope to have the opportunity of welcoming you back as we would not want this to be your lasting impression of the hotel.

Thank you for bringing this to our attention.

Yours sincerely
Danny Wong - Hotel Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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