Hotel Jen Orchardgateway

The hotel is well-located which is directly connected with the shopping centre and the mrt station. But it confused us to find the right elevator to the hotel reception from the shopping centre for the first arrival since the sign in the shopping centre shows we need to go to Hotel Jen via Lobby A, but there's few Lobby A within the mall. Once we arrived the reception, the staffs including both front desk or guest service officer didn't show much of the care on customers as they keep focusing on the computer and their own work, but there's no other customer queueing. I do understand and it might because there's heavy workload during hoilday period, but I do expect they would show some smiles once they saw us. During the whole check in process till I went to the room, every staff on each counters is poker-faced. The worst service that I experienced was the service after I get into the room via the phone call. I got a room with twin bed but I wish to change to a king bed room but I am not really sure if I requsted it, but I still to get a try to see if there's any availability to have a room change. I have tried all the channels of the room phone including housekeeping, guest service and front desk but all of the lines were busy up to 10 mins. And finally I connected the call with the front desk but the staff put me on hold after hearing my requestment and even cut me off without any call back. So I called a second time to the guest service, but the staff just reject me strictly without checking any availability and showing her impatient on me. I do understand since I am working in hotel guest service as well, I know it's always full of king size bed room on holidays but this is the bad attitude toward guest. It's not a right hospitality standard, especially under the brand of Shangri-La. However, the room is bigger than I thought as it still have many space even I opened two huge suitcases, but the pool area is not big enough at the peak time. And there's also a little surprise as the hotel used the robot to deliver water which is very intresting. Read less

Nice and clean rooms. Centrally located and courteous staffs. However other amenities such as in room dining with limited food choices & available only till 11 PM really hinders if you come late to the room from sight seeing. I am being vegetarian the buffet breakfast did not have much choices to choose from unless I am content with bread toast. No fresh juices or fruits (except watermelon was fresh & other fruits like honeydew , melon etc are frozen). Except the food part i like everything else about this hotel. Robot comes to room deliver water bottles which is cool to see. There is a mall right next door to this hotel which is literally few feet away. Since centrally located getting on a taxi is never a hassle. Read less

Hotel exceeded expectations! Especially loved the location, insane rooftop pool and over the top breakfast which was included with our stay. So many delicious foods to choose from. Must give a special shout out to service associate Mavis Kiong who made us feel special every morning at breakfast, remembering us by name and providing excellent service. Thanks Mavis! Read less

I recently stayed at Hotel Jen with my wife and 3 boys aged 5, 7, and 10. The customer service was simply outstanding, especially from Mavis Kiong, who looked after our every need. Hotel Jen sent a get well card and fruit bowl to our room when my 5 year old was sick with a bad headache, arranged a 2pm checkout due to our late flight, sorted us out with a 'pastry doggy bag' and take away coffee at breakfast, and even set up a small spare bed at no extra charge for my smallest boy. The food was excellent and the rooftop pool and views are world class. A sensational hotel offering the very best customer service on the planet. Read less