Ascott Orchard Singapore - No. 11 Cairnhill Rd

Starting from their Bellman, then check in, then the rooms, all was perfect. Great service, room was new, clean and complete. Meaning, room have a huge fridge, cooking area, dishwasher and washing machine with dryer. The toilet was huge which came with a tub facing the pool. Great area, it just 5 minutes walk to Paragon. Love it, will definitely return to this Hotel again.

At first didn’t expect much because didn’t read any review about the hotel. First impression was great because there is a long queue for checking in which mean that a lot of people likes the hotel. We got the room from booking.com and check in procedure was a breeze. The only disappointment part is there is no breakfast serve in the hotel. The room is huge with bath tub and my son love running around from the living room to the room and the bed is so comfy too. Just that the automatic lighting of the clothes cabinet can be scary at times. :) In regards to the swimming pool, the booking is quite hard to navigate when you want to book for two days. But the reception manage to solve for me and confirm my booking. The swimming pool water temperature can be better because it is super cold. Overall our stay at Ascott Orchard is excellent and might try Ascott Raffles in the future.

Unless you are deaf or hard of hearing, I strongly advise staying elsewhere. Ascott Orchard has the absolute worst soundproofing I’ve ever encountered. I checked in for a month-long stay in the first week of December and was assigned a studio apartment near the elevators on the 14th floor. The soundproofing was so terrible that I ended up checking out the very next day. During my first night here, I was startled awake by extremely loud stomping noises multiple times - at 1:30am, 2am, 3:45am, 4:15am, and 7am. The worst part about the stomping noises was that they were accompanied by the walls vibrating and windows rattling. It’s almost as if the ceiling was made of thin cardboard. Between 2am and 3am, I called the guest services line twice to complain about this noise issue. Both times, the receptionist on duty assured me that he would send someone to investigate, but I never heard back. The stomping sounds persisted, so by 4:15am I demanded for someone to be sent to my room to get to the bottom of this noise issue. The staff on night duty explained that after I called the first time, he had come up to my floor and stood outside my room, but did not hear any noises. Anyone who’s had a noisy upstairs neighbor would know that these sounds and vibrations travel through the walls - it would be quite hard to hear anything just by standing outside the room. After some back and forth, it seemed like the staff members were reluctant to disturb my neighbors upstairs (although they were perfectly at ease knowing that I could not sleep due to the noise disturbance) and they claimed to not have any other rooms to move me to, so I simply asked for a set of earplugs and tried to go back to sleep. Unfortunately, the earplugs did absolutely nothing, so I ended up using my noise canceling AirPods. The next day, I spent all morning trying to figure out a solution with the front desk staff. Finally, they agreed to move me to a different room, but the move could only be done after 3pm. I was extremely tired and sleep-deprived, but I still had to leave the property to kill time. To my dismay, the second room also had noise issues, albeit different from the first. The second studio apartment on the 15th floor had a deafeningly noisy A/C - it was so loud I had to raise my voice to be heard on the phone. They sent the engineering team to my unit and they spent almost an hour trying to fix the noise issue but to no avail. Anna from the front desk offered to show me a few more rooms (to think that the night before they had claimed to have absolutely no rooms available), but at this point I had completely lost faith in Ascott Orchard and was way too tired to deal with another room full of issues. What kind of a serviced residence cannot even deliver a peaceful stay to its guests? This was the last straw for me, so I decided I no longer wanted to stay here anymore. When I let Anna know about my decision to check out, it was about 5pm. She told me to wait in the apartment until she could figure out whether I could terminate my month-long reservation. This process took almost an hour as she had to call the sales department and GM for approval. Around 6pm, she finally called me back and said that the GM wanted to charge me for the 2nd nights’ stay because it was already 6pm and they could no longer sell the room. I was OUTRAGED. I literally spent the entire day waiting around while sleep-deprived as they could not put me in a room that did not have noise issues, and I only waited in the room because Anna instructed me to do so. But now, because of their incompetence and inefficiency, I had to pay for an extra night’s stay. Ascott Orchard’s GM should be ashamed of themself. Without Anna’s help, I would give Ascott Orchard zero stars. I recommend staying at any one of the many other serviced residences in the area, such as the Fraser or Ritz Carlton properties.

Recently, I had a staycation at Ascott Orchard and the room, services and location is splendid! The front desk helped with my proposal to my girlfriend by sending the flowers to our room while we were busy setting up and also helped to ensure my girlfriend is unaware of the surprise during check in. Thanks again for the help!

Good locations. Near to major shopping malls like Paragon and Ngee Ann City. The bed is very comfortable. Both my daughter and myself loved the bed. There are a lot of pillows too. Pillows not too soft or hard. Room is clean with a pleasant scent. Hotel is very clean and the bedroom and toilet are very clean too. Waited quite long for a room cos room not ready after we have checked in slightly before 3pm. I saw other couples/families came later than us getting their keys straight away. When I checked with the customer service staff, the lady then rushed to check for me. Other than this unpleasant experience, we are happy with our stay.

Stayed for 2 weeks in November 2021, decided to write this review now after revisiting the receipts. Throughout these 2 weeks, there was simply no working internet. Despite endless requests to the front desk, talking to the duty manager (who faked her best listening face but who did absolutely nothing to rectify the problem), even speaking to the IT department 3-4 times, the entire establishment simply could or would not solve the issue. Imagine paying 300 USD per day to stay at a so called 5-star service apartment and not being able to do any work at all (or watch Netflix) simply because you do not have a proper internet connection. In 2021. After trying and struggling with this for 2 weeks, I simply gave up as I identified the issue to be an equal mix of indifference and incompetence on the part of the management and service staff. There are so many other wonderful service apartments in Singapore right now that will fulfil the most basic needs of its guests and more. You do not need to pay a premium to suffer such abuse. Fraser Suites, Pan Pacific Service Suites, Shangri La Service Apartments, even the 4 star ones like Oakwood and Le Grove have offered me the most basic decency in terms of a pleasant stay with full working wifi, and staff at the very least keen on rectifiying any issues that arise. This is strangely something which Ascott does not seem to value in providing their customers at all. Do yourself a favour, ignore the useles “oh we deeply regret but are unable to do anything” platitude the manager is going to write below, and book somewhere else for you and your family’s stay.

When i got here, there was no one in the concierge. On top of the concierge, there is a yellow label memo that says back in 2 mins, a mobile phone was left unlocked on the desk and I couldn't find any direction where to do my check-in. I waited for like 5-8 mins before someone came back and directed me to the 2nd floor to do my check-in. While i was in the reception, i asked about ethernet connection, also explained that i would prefer to have a cable connection for internet in case they don't get what i mean by "ethernet", i was told that there is no such service. To my surprise, i found a port in the bedroom. Another thing worth mentioning, there is a bowl of fruit wrapped with tiny fly, still actively flying in it, definitely a red flag for hygiene issue. The toilet door is very difficult to lock because it was misaligned, i had to call maintenance to fix it, took an engineer some time and another came in to help, probably fixed in like 30 mins or so. Edited after a response from owner: Thank you for the prompt reply, i do understand the part about the Concierge, but was hoping there were some sign that would point me somewhere if no one is attending the concierge, may it due to lack of staff or whatever reason. (I might miss a sign, i tried looking while waiting, didn't see anything obvious). Regarding the LAN connection, i would like to be clear, i wasn't asking for a cable, i was asking if an ethernet port is available, i got my own cable. Added after a week stay: couple stain on the floor that was there when check-in is still there after a week of stay when i opt for daily housekeeping. The people who came in for housekeeping comes with a vacuum cleaner but the floor are tiles, except for the living room area where there is a carpet. The stain doesn't go away with the vacuum cleaner for sure, i was hoping they would mop it some day within the week, probably over expectation. There was a night where the fire alarm rang about 00:30 and eventually it was announced as a false alarm after about 15 mins. My colleague who had stayed here for over a month told me that it is the third time of the month.

Location was good, connected to Paragon with skybridge. Some comments though: 1. Coffee was not replenished everyday. 2. Ran out of facial tissue paper, even after housekeeping cleaned the room. 3. The room next to ours placed their shoe cabinet full of shoes outside their door. Aside from being an eyesore, it encroaches on corridor that’s supposed to be common. I reported to operator, they said they would tell the occupants of the other room but it was never removed till our check out date.