Shangri-La Hotel, Singapore

As repeat guests of the Valley Wing, we had high expectations going into this stay — sadly, almost every part of it fell short. Pre-arrival communication was the first disappointment. We had a straightforward query about the Shangri-La Best Rate Policy relating to a third-party booking versus a new direct booking, and dealt with Ms Kwee. Her replies were cold, abrupt, and clinical. We weren't asking for special treatment, just clarity on a policy issue — as returning guests, we expected at least a basic level of warmth and understanding, and got neither. Once on property, the service was a shambles. Raja — clearly the one member of staff holding the lounge together — was absent for the majority of our stay, and it showed. Without him, the rest of the team were disinterested, unfriendly, and lazy. On the single day he was present, the entire lounge lifted noticeably, simply because he was doing the heavy lifting and keeping others in line. Staff otherwise took orders with their heads buried in iPads, barely engaging with guests at all — it felt more like a fast-food counter than a luxury lounge. The food and drink offering has also slipped badly. Afternoon tea was fine, but the evening canapés — sliders, chicken wings, and the rest — tasted like everything had simply been dropped in a fryer. The food and drinks menus themselves were tatty: pages falling out, items crossed off in pen. Not what you expect at this level. The rooms felt tired rather than refined — our bathroom lights flickered constantly, an issue we flagged within the first hour and which was never properly resolved. Wider hotel facilities didn't help matters: the gym equipment is old and worn, and the pool — undersized for a hotel of this scale to begin with — was closed for a full 8 hours on one day for cleaning. In an era of stunning modern luxury hotels, a property like the Valley Wing has to lean on impeccable service and the charm of "old world" luxury to justify itself. Right now, that charm is on life support. Based on this stay, I can't recommend it — and it's a real shame, because we know what it's capable of when it's firing on all cylinders. I do want to single out Raja, Janet, and Iris, who were warm, hardworking, and kind throughout our stay. I'm sorry to these lovely people for the direction their hotel is heading — they deserve far better support than they're currently getting.

We had a wonderful stay at Shangri-La Singapore, and it was truly a fantastic experience for our whole family. We would especially like to commend Novem, a staff member at Buds, for her warmth and genuine care toward our children. Her friendly and thoughtful approach made all the difference. It’s a great family-friendly destination, and we’re truly grateful for the memorable time we spent there. Thank you.

The breakfast is amazing. The service is great. My only complaint would be that there was no dressing gowns or slippers available in the room which I find unusual for a 5 star hotel.

Great experience at the Shangri-La lounge! Food and beverages were great, and the service was excellent. Special thanks to Wenz, Karen, Yamon, Ysa, and Siti for their friendly attentive, and welcoming service! Wonderful hospitality!

Stayed as a family, on the way to Australia. Lovely welcome on arrival especially for my children. Swift check in. Beautiful comfy rooms with all amenities. I needed a cot and a steriliser and these were in the room upon check in to the room. Very clean and comfortable. Good sized bathroom. Great pool, food available poolside, and massage too. Lots of choice to eat and drink within the hotel. Can’t fault it. Great location also