Peninsula Excelsior Hotel

, Singapore, Singapore
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Peninsula Excelsior Hotel

, Singapore
3-5 Coleman St - Singapore - 179 805 - Singapore Hotel Website | 6337-2200
848 Traveller

Reviews - Peninsula Excelsior Hotel

Bed bugs and Poor Service Over charging
Submitted by: tashi in 16/12/09
  • Age Group: 3140
  • From: Malaysia
  • Traveller type: Young Couple
I checked in to the hotel with my spouse during Standard Chartered Singapore Marathon 2009. and to our dismay, we were bitten by bed bugs early morning at 2 am. This had affected our sleep as we needed a good rest for the marathon run at 5:30 am. When we complained during check-out, they just passed us a 'customer satisfaction' form to fill up without even bother to go check out.
Then we were charged for 'consuming' 2 small bottles of drinking water from the mini-bar.

Here is the conversatiion;

hotel staff : Do u take anything from the mini-bar
me : No

hotel staff after rang up room service : You had consuming 2 bottle of mineral water (actualy it is just drinking water)
me : there are not complientary ?
hotel staff : no, any thing from the mini bar are charged
me : Sorry, I dont know about that, can i pay you back with 2 new bottles of 'mineral water' ?
hotel staff : no
me: why ?
hotel staff : because you consumed already and there are big different in price of outside and hotel charge
me : so you are trying to overcharge me ? (fyi, the 2 bottles of 500ml drinking water were charged SGD9.60. it was a rip-off.). You dont provide guest with drinking water ?

hotel staff (her name is Peggy) : hmm, every hotel practise differently, we dun provide mineral water (it is just drinking water actually) for guests. so you have to pay for taking from the minibar

me : then you should inform us about the charge
Peggy: shall we ?

me : yes

Peggy : then, next time we will tell our guest.

me: ......

And there were false alarm of morning calls at 12:30 am twice. The phone just rang and no staff answer when we picked up
Submitted by: Barbara in 04/02/07
  • Age Group: 26 - 30
  • From: Australia
  • Traveller type: Business Traveller
I stayed with my adult daughter for a short period during the Xmas build up about 1 year ago and never again I am sorry to say .. This hotel was not up to par at all from the rundown very insufficent rooms, to the buffet breakfast that was overcrowded and unorganized plus the food was not to the standard you would expect for a large hotel at all. The staff were indifferent and unhelpful. However the hotel had a lovely pool and a nice view in a central location.

Historical Traveller Reviews of Peninsula Excelsior Hotel

Great location. Hits and misses

from Tom501
This hotel is in a great part of town for tourists. Very easy access to the MRT (subway) Clarke Quay and Boat Quay. I had a double room with internet and breakfast for 140SD plus taxes. The room was clean and a resonable size for 1. A little tight by American standards. I would say equivalent to the average Hampton Inn in quality. The breakfast buffet had a large selection but the eggs were always lukewarm and everything else was mediocre. Great fresh Papaya every day though. Overall I would stay there again if the price was right.

Adequate, and nothing more

from keithreddy
This hotel is in desperate need of refurbishment.

Holes in carpet, bedlinen, and dust in great piles under the bed show the lack of regard to quality.

The bathroom was particularly poor.

In the lift it had an advert about the recent refurbishment program, but at a guess it must have been there for thirty years.

There are so many great hotels in Singapore - why did I chose this one. Answer - I thought the Peninsular sounded like a top hotel I had seen in Hong Kong. Beware, this is not anything like it.

Return visit

from taeswen
We stayed again in the Peninsula Tower on a good internet deal. The hotel has been refurbished in the 4 years since we last visited - new entrance and the rooms have been redecorated (in fact they were still redecorating the room next door) so are much brighter. We were upgraded at no extra charge to a superior room on the 18th floor but don't expect luxury - it is adequate and we had a good view over St Andrew's Cathedral. There is good air-conditioning but the furniture and bathroom fittings are a bit tired and the toilets are difficult to flush! Check-in/out during the day is slow but staff are helpful. The hot breakfast was a bit lukewarm but ther is plenty of food, hot and cold, on the buffet. The great thing about this hotel is the location - walking distance of MRT (very cheap - if we hadn't had so much luggage we would have used it to get to Changi), Raffles Hotel, Swissotel, Stamford Tower (don't miss New Asia Bar on 71st floor - great views), River, and all the malls of Raffles City and Suntec City. It seemed much closer to interesting places than hotels in Orchard Road and the 2 pools are great.

We were concerned but certainly adequate

from BMC
My husband and I have just spent 3 nights at the Pennisula-Excelsior Hotel. It is very impressive when you enter. Has 2 nice pools and is very clean. We stayed in the Excelsior Tower which is definitely old but ok. We had a new bedspread on the bed and white sheets. Carpets are clean and not showing too much wear. Bathrooms are showing wear with missing grout but certainly clean enough. It has good water pressure for the shower. Toilets are a little difficult to flush but if you use the ones by the pool they work really well. Lighting is a little dim but we didn’t spend much time in the room anyways.
Breakfast was adequate, they had hot dishes, danish pastry, fruits and cold cereal. Their location is central to everything. MRT is just a few minutes walk away. We found a free wireless connection at the MacDonalds just around the corner from the hotel. I would rate it about 3 star by Canadian standards. All in all it was a good place to stay.mainly because it is so central. There is a train connection to the airport from town (MRT) which would work great & quicker (maybe cheaper)if you didn’t have prearranged transportation. Everyone speaks English so it is easy to communicate.

worn but an excellent location

from UKAussie-Abroad
I've lost count of the number of times I've stayed at the Pen-Excelsior. It's one of the hotels available through Singapore Airlines stopover package (BTW, this package is excellent value if you’re flying Singapore Airlines and just stopping over in Singapore on the way to somewhere else) and the location is perfect for me: within 10-15 mins easy walk of conference centres, Boat Quay and Marina Square, Raffles Hotel, Raffles huge shopping plaza, hub MRT station (with easy, quick access to airport if you don't have a stopover transfer and don't want to take a taxi), Bugis Junction (tourist shopping bazaar), Chinatown, Suntec city shopping, and the electronics shopping centres of Sim Lim Square and Funan IT mall (the latter is right next door). The lovely Fort Canning Park is just down the road. Orchard Road is about 1/2 hr on foot, or quick and easy by MRT or bus. There are bus stops right outside the hotel, and combined with the MRT it's a wonderful location for getting to just about anywhere in Singapore.

The hotel itself leaves a little to be desired but is OK. It is tired and worn, looking like it was built in the 1960s and hasn't been updated since. If you get an upgrade room on a corner, you'll have a lovely time looking out at the gorgeous views. If you get a pokey little room, you might be disappointed. I've stayed in both the Peninsula and Excelsior -- two adjoining hotels with a common reception, pools, etc -- and the former is probably newer and better. The pools are lovely. The gym looks fine, though I haven't used it. The reception supervisors are competent and eager to please/help, though some of their staff could do with training in helpfulness and friendliness (some can be a bit abrupt, verging on officious). The porters are generally very helpful, and will give you plenty of advice on how to get around by public transport and where to get good deals shopping.

With respect to the rooms themselves, I've had several good and one quite bad experience at this hotel. The bad: I couldn't shower because the water from the taps was rusty/filthy, and although I asked for it to be repaired it was still the same when I returned in the afternoon. Singapore is hot and humid, and one definitely wants to be able to shower frequently! Eventually, after making a big fuss on my first & second days, I was moved to another room and that was fine.

My experience has been that the hotel is clean but worn. The carpets and linen are tired, and the skirting boards scuffed, etc. I've found the housekeeping staff are generally unhelpful, and calling housekeeping to tell them you need another towel or the linen is stained won't usually get you much but frustration. However, if you complain to one of the reception supervisors, things will be fixed promptly. My advice would be to appear at the reception desk and ask to speak to a supervisor, and you’ll probably be treated like royalty. Phoning from your room doesn’t seem to elicit such good service. Still, in maybe 10-15 stays I've probably only needed to do this twice, and this is on par with other hotels around the world I’ve stayed in on business.

I’d probably classify this as a “tourist” hotel, rather than a “business” hotel. There is a business centre, but it’s expensive to use. There are much cheaper facilities nearby in internet cafes and Funan IT mall next door. Many of the guests seem to be on stopovers, and staff have told me that they don’t have that many business guests who return time and time again. There’s a disco (never been inside but have been told it’s fine, and I’ve never been bothered by noise from it) and places to eat, and the food has been very good on the odd occasion I have eaten in the hotel. There are some excellent restaurants in the mall connected to the hotel.

Check-in/check-out at peak times can take ten minutes or more as there are often queues. I find this annoyingly slow. During the day and in the late evening it's usually nice and quick.

My summary: if you're after luxury, avoid the Pen-Excelsior, and for value-for-money you might choose someone else unless you're getting a good rate such as that offered by the Singapore Airlines stopover package. But, if you want a relatively inexpensive, conveniently located, clean and adequate hotel, Pen-Excelsior is fine. I’ve tried various other Singapore hotels, some of which are newer and less shabby, but the service issues seem to be fairly standard across the board. As the Pen-Excelsior’s location is so good, you can get good deals on its price, and its problems are minor, I've kept going back on my regular business trips to Singapore.

It was great

from mickrick7
We stayed here in December, 2005 for a couple of days and were very impressed. I was shocked at the earlier derogatory reviews because that was not our experience. The room was excellent in size, cleanliness, decor and presentation. The service was prompt, friendly and left nothing to be desired.
There was hardly an occasion when we were not confused by the entrance lobbies. We always semmed to head for the wrong entrance and then had trouble finding the correct one. The location of the hotel is excellent - close to the big shopping centres and the MRT and bus services.
Overall, we thought this hotel is excellent value and in the top echelons of 3 star hotels. We have stayed in 4 & 5 star hotels in Singapore previously which were a bit remote from the centre of things but we are more than happy to switch to this hotel in future.

Enjoyed our stay, fantastic location, great breakfast

from taylorSanFrancisco
We stayed at the Peninsula (the Excelsior is connected and next door) for 5 nights in a non-smoking room with a great view of the city. You can't beat the location - you can take the bus or subway anywhere, but we walked to most locations from the hotel. The breakfast was very good with a wide selection of different foods. The service was fine. For $65 a night with breakfast, we thought this was an excellent value. There are many restaurants and food courts in the same block - just walk around to find them all. Taxi to the airport was under $10.


from huxtable
one of the worst hotels we have had the displeasure of staying in

gratefully the experience was a short one, lasting one night

where shall I start !

Firstly and most importantly, the sheets were not clean, they were stains,including on the pillow case.

Secondly there was significant dust throughout the surfaces of this room.

Thirdly the bathroom was in a poor condition and too me this is one of the essentials, the surfaces just did not look clean.

The carpets were stained, the curtains were aged, all surfaces appear aged.

Beware this hotel most certainly is on the decline and definately is no three *** hotel

Not Recommended

from A TripAdvisor Member
We stayed in this hotel for 5 nights. As we walked in the lobby, it looked ok. Waited to check-in and was attended by an unfriendly woman at reception. No smile, no thankyou, etc. Her male colleagues seemed more cheerful. Entered our room and got a shock because it looked so 'tired'. Carpets were threadbare and had stains everywhere. Furniture was peeling as well. Tried to use the safe but couldn't even get it open. Asked for help and we waited but nobody came so just gave up and left. Came back to the hotel later and requested for an ironing board. This is the first hotel we've stayed in that does not provide this service. We were told to go to another floor and iron our clothes in the housekeeping section!??? After making a big fuss, we were loaned the iron for an hour to use in the privacy of our room. Some days we got the complimentary newspaper, others nothing. Service is very slow. One time housekeeping took our access key card away after cleaning the room. We told reception who asked us to come down and get it. Where's the service or are we asking too much? We couldn't check out as all hotels were fully booked due to a huge conference going on. Ate at their local cafe which was quite alright. Location wise it's great. Near to Boat Quay, bus stops, City Hall MRT, etc. Not near to the Orchard shopping strip but the MRT is convenient so no worries. Doubt if we'd ever stay there again.

Great Hotel - value for money

from Manchanda
The Hotel is quite good. Its surely above the 3 star rating it gets. I would give it a 4 star rating.

The staff is curteous and prompt.

Some of the rooms definitly have a great view (peninsula tower). I was lucky to get one. It overlooked the Raffels City center on one side and the River and the ocean beyond on the other. I was on level 15 the upper levels must be having a still better view.

The most confusing part are their two lobbies and the numbering they have for the floors which is different for the two towers.

Breakfast was decent.

City Hall MRT is just a couple of minutes walk so is Boat Quay and all the eateries on the river side.

Top Local Tips for Singapore

Tourist Pass Pick up a tourist pass to let you ride on the subway continously. You pay a $10 deposit for the card which is refundable when you are finished.

Santosa Isalnd Santosa is a nice place ti visit.

Night time tour Beware of some of the Nighttime Tours that include dinner. Ours went to Hooters! It wasn't the Singapore experience we were after and some people in our group were very offended by the choice. Be sure to ask were the dinner will be.


Other names for Peninsula Excelsior Hotel

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  • peninsula excelsior
  • Address: 3-5 Coleman St - Singapore - 179 805 - Singapore
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