Pan Pacific Orchard, Singapore

This was our second stay at Pan Pacific Orchard. The property itself is beautiful and the overall stay was pleasant, but a few operational issues and one particularly disappointing interaction with staff left a less positive impression. Because we were with a child, we were required to sit outdoors for breakfast outside the Pacific Club lounge. Unfortunately the morning sun makes this area extremely hot during breakfast hours. What surprised me was that staff did not proactively advise families that Mosella is available as a much more comfortable indoor alternative for breakfast. When I raised this feedback and suggested that umbrellas could be installed or that families be proactively reminded about the Mosella option, the manager on duty responded defensively, pointing out that Mosella was listed on the privileges sheet during check-in and commenting that “this is Singapore weather” and that “some guests like sitting outside.” It felt like I was in a courtroom rather than a hotel! This response missed the point. If outdoor seating is offered as part of the hotel’s product, it is the hotel’s responsibility to ensure that it is reasonably comfortable for guests. It should not become the guest’s responsibility to figure out how to avoid an uncomfortable experience. Most travellers would reasonably expect a hotel to ensure that any seating offered for breakfast is comfortable to use during normal operating hours. As it stands, the present setup disproportionately affects families who are not allowed to dine inside the lounge. Most hotel guests stay only a night or two and cannot be expected to remember every operational detail mentioned at check-in. A Pacific Club guest might reasonably assume breakfast is taken at the club lounge and would not know in advance how hot the outdoor seating area becomes in the morning. A simple proactive reminder from staff would have solved the problem immediately. Separately, the shower in our room had inconsistent temperature control, alternating between cold and very hot water, which may need maintenance. I should add that this is not the first time I have had concerns with the brand. On a previous stay at the main Pan Pacific at Raffles Boulevard, we booked the Urban Jungle Suite and encountered several issues including delayed check-in, noise from a fire staircase door repeatedly slamming through the night, and a connecting room despite having requested otherwise. Taken together, these experiences give the impression that operational execution sometimes falls short of what the Pan Pacific brand promises. Overall the property itself is impressive, but hospitality at this level should be proactive rather than defensive. I hope management reviews this because the hotel has the potential to be excellent, but this experience did not quite live up to the standards one would normally associate with the Pan Pacific brand.

Great hotel with a unique and amazing pool ,beach area.My poolside room included Club access to Florette lounge on floor 11 which was excellent with professional,polite and hard working staff. Seoin ,Plushra,Blair and Edlyn especially. A peaceful and sophisticated lounge area. Wide choice if canapés ,afternoon tea and cocktails in the evening. All served in a professional and welcoming manner. I really enjoyed my stay.

Check in was but chaotic as its set up like a resort hotel but we were there for a 3 day business conference, so a line formed quickly. Room was very cleverly designed for sliding doors to separate vanity and sleeping area. Poolside bar looks a bit of an after thought. Buffet was nicely laid out but taste was lacking for south east Asian taste buds.

Beautiful hotel located a very short distance from Orchard road. Staff are extremely friendly and helpful. The rooms and very organised and comfortable. The club room located on level 11 is well stocked and the staff are fantastic. Be sure to also go to St Gregory for a spa treatment, Chanel is very accommodating. Mosella is a great place to enjoy a great buffet breakfast and the dinner is fantastic. The staff again are exemplary. Everything is never too much trouble and it is truly a memorable experience.

After an exhausting 22 hour flight from the US to Singapore, a relaxing massage was needed and that’s exactly what I got. Chanel, the spa manager was so kind and accommodating. I felt so relaxed and relieved after my treatment. Now I’m rested and ready to take on the city!