Shangri La Georgetown,Penang Review

Good Service.
Good Location.
Value for money.

All the staff was friendly and it was great to see that they followed the SOPs. It was a nice touch to have a letter informing that we could settle the bill earlier since they expected that the counter will be busy on Sundays for check out. It made my checkout much easier.

Terrible service and incompetent staff(s). Booked breakfast and completely prepared to pay, and staff took payment. But turn out the payment was deposit for room and staff refused to give receipt. Upon breakfast, staff insist we didn't pay and we didn't know why since they did take our card. confusion went on and multiple staff asked us as though we were planning to cheat the restaurant. Settled with counter staff and restaurant staff continued to ask. There was no communication between them. Made the whole experience terrible and vowed not to return

First of all, the hotel is awesome
I just love the landscape and the environment of the hotel. My very first experience coming to Hotel Jen was 5 years ago when I attended my graduation day in standard 6. SK Minden Heights usually have it there at Hotel Jen if I'm not mistaken. Now I'm in St. Xavier's Institution. We just had our annual dinner at hotel Jen on 2nd November last week. It was a very successful dinner. It was spectacular.
I would like to express my heartiest gratitude to the Event Team. Madam Veronica (senior events manager) and Madam Muzaimin (director of event management). Service provided was a very good one. Way of communication, way of assisting, way of interacting with the customers was just Very very satisfying. Thanks to Mr. Nathan. The perfect SOUND ENGINEER. It was great knowing that he's also part of the lasallian community as he is an ex xavierian.
He's guidance and assistance during the dinner was really Great. I would like to recommend the hotel to increase his salary for his amazing hardwork and workmanship.
Thank you for the nice food
The bread pudding is HEAVEN.
Thank you Hotel Jen
Till we Meet Again
Regards,
Afnan Hariz
Chairman of the organising committee of SXIMB Annual Dinner 2018

very poor service - the check in counter was very slow and the receiptionist was rude and unfriendly, my credit card wasn't being able to process due to their connection. didn't say any thank you or whatever. Didnt look at the customer as well. Disappointed !!!

The room was clean and spacious, and fitted with a King bed. Staff were very helpful and efficient. We really enjoyed our stay in the hotel!

We stayed 2 nights during Deepavali weekend and it was a lovely experience! Friendly staff. Great location in George Town. Food was tasty. We got access to the Club lounge where there was happy hour in the evenings which meant free More

Toilet paper too thin and have to use 3 time the thickness. the rest all good.

was very good experience...good staff..good food..good GSM (mr asraf).... good operator(miss nina)....and the best thing is... we having a good time @jen htl.

Like the facilities and the room are clean, bed are comfortable

I expressly asked for and confirmed with front office staff a Proton Exora cab for my trip to the airport. I agreed to pay Rm70. Imagine my disappointment when a van pulled up instead at the appointed time. To add salt to injury I was told by your Hotel staff that it will costs me the same amount of fare. I asked for a comfortable cab because of my herniated disks in my lower spine and instead I rode on a most uncomfortable seat in van. The jarring ride aggravated my herniated disks in my spine. Totally let down in the last 10 minutes of my time in your Hotel.

Hotel Jen and Shangri-la group of hotels have definitely set the highest benchmark in the hospitality industry for me.

Smooth check-in service, to 24 hours in-room dining, and a very helpful team of staff.

1. Reserved 4 rooms well in advanced for 2 single bed rooms and 2 king rooms. Did not get a king bed for one of the rooms. 2 beds were joined together instead. Was not comfortable.
2. Requested for a bottle opener. Waited for more than half an hour. We decided to go off. So not sure if it was delivered.

Excellent service and room / cafe / lounge were great. The only let down was the pool and gym which were quite old and need a face lift - still the original Shangri La pool from 30 years ago! So much more could be done with both.

A very good hotel in the midst of the city of Georgetown!!! Most strategic location where the 4 mall's are - Komtar, Prangin Mall, ICT Mall and 1st Avenue. Easily accessible to most touristy sites, by bus or cabs. Some places are within walking distance.
Previously, it was known as Traders Hotel ie same management too.
Didnt stay in the hotel but was at the clean lounge at the lobby. Excellent place to meet up with friends!!!
Free wifi available!!!

Hotel is full, we have to wait for check in. Counter staff were polite and service are excellent.

Room is great, but bedding on first night is not ideal. True enough, my 4 years old toddler woke up with allergy on her face. Requested room service to change the bedsheet for room, which was done quickly and professionally. The room service man was polite and had greeted us on 2nd day too.

Overall very please with the services. Could be a 5 stars rating if not for the allergy case. But was really happy that action was taken quickly upon request. Thumbs up!

Will be back if visiting Penang again. Not affected by the bedding issues, but attracted by the good service provided by hotel.

Good morning Oliver,
We stayed in room 1730 and enjoyed your hospitality in the Club Lounge. Your staff are superb, they made us feel so welcome. Their service second to none. Our entire stay was remarkable. This is our 5th visit to Penang, but the 1st stay in Georgetown. Overall yours is the best hotel we have stayed in all our trips to Asia.
We intend to return.
We will put a more comprehensive report on Trip Advisor.

Thank you for a wonderful experience.
Nora and Peter Kergon

Staff at front desk , breakfast and lobby bar was efficient and polite at all times. Allowing guest to bring drinks from the bar to the room is a plus point and arranging the tv to be shown the football game is most appreciated.. concierge staff always helpful n smiling..

I wish the hot water shower temperature can be higher. I do not feel warm after a shower.

My wife and I enjoyed our stay at your hotel. Your staff are very friendly and approachable.

Staff is very friendly and helpful, especially the waitress serve my family in morning section buffet and i will book again when i go Penang real soon.

Good hotel. Decent Pool, big gym, steam room and sauna abit run down. Next to many malls but Walking distance to old district and food streets. Magazine road in front of hotel is often jammed. Grab may not want to come here.

The room is clean & the bed is very comfortable, never disappoint with Shangri-la service.

We loved the hotel. Lobby is big and comfortable during waiting times... Breakfast served is good. Mr. Subbiah at the cafe treated us well.
We liked that the hotel has facilities like swimming pool and gym.
It was a nice and comfortable 3-night stay!
I hope that they can improve internet. It was slow.
The hotel is a bit of a walk from the main sightseeing spots in Georgetown. But it's not much of a problem since there's Grab :-) We walked in the early morning and took grab car going back. So, mobile phone with internet service is a big help. It would be nice if the hotel could provide mobile phones in room like the one we stayed at in KL.

The hotel is located at a place which is convenient for shopping, foods and moving around to places in the island. The staff are friendly and helpful.

This was the old Shangrila hotel, then Traders and now Jen. Great services and good facilities around the hotel.

The room is nice and the morning breakfast buffet has a lot of variety in addition to its delicious taste. The hotel staff are also friendly. To sum it up, it's a great hotel to stay at in Penang.

I love Jen aesthetic and overall service crew! Everyone is very friendly and helpful to our request, each service request is also followed up by concierge to ensure they close the loop. Fantastic experience and location, I'd recommend Jen for anyone who want to visit Penang and wish to stay at a central location.

As our visit was during RMCO, a suggestion would be to improve the SOP on data collections as check-in took fairly long despite all counters were operating. But we understand this is part of the gov requirement and for public safety, perhaps take down our IC details with a scanner or on laptop instead of manual handwriting?

Perfect choice if you travel with kids & family.
Cozy & clean room. Friendly staff with excellent service. Near most of yummy culinaries (Walking distance).

Special thanks to the housekeeping guy Mr.Zubair. Very thoughtful & profesional. =)

Definetely will come back again. =) I enjoyed my stay.

Great customer service, nice room and strategic location. However next door guest/upstairs guest making noise (footstep/thing dropping/wall hitting) at night time, not sure if the noise is too noisy or the room's sound-proofing is too lousy.

Room and cleaning service was very good.
Breakfast was awful. No taste for the menu and when favorite fruit such as papaya was empty, none would fill in the plate.
Front desk was the worst: when i would like to pay, 7 June 2019, 07:00, i saw the lady was on the phone, and the other man was on the computer. I came to the man and without saw on my face, he just pointed to the lady. I understand he wanted me to go to the lady on the phone. Fine. But it was impolite. I did not ask to get free payment, so please be polite to the customer. Say something politely to the customer.

Please improve on the children's swimming pool as it appears old/dated compared to the bigger pool. Everything else was nice. The location was superb!

The service is commendable. Food acceptable cafe fare. Pricing very reasonable. Seating comfortable.

friendly counter service staff
central location

Club room is good. Location is good. Service is friendly

Hi! We've been a returning guest at the hotel and shall continue to be in the near future. Nice hotel with good access to about everything needed. This trip was very short (less than 24 hours) as we got back to Penang to celebrate More

very nice and comfortable hotel , next time will be here again .

Warm greetings to all the staff at Hotel Jen!

This is our 3rd stay at Hotel Jen. Your gracious hospitality and comfortable rooms truly make it feel like home away from home.

Pradeep from restaurant remembers us from our previous stays and always spares a few minutes to chat with us when we have breakfast.

My Son had gastroenteritis and vomited on the sheets. I was so grateful and touched by Manager Nasha a kindness and concern. So kind of her to waive the laundry charge.

When we were swimming, my 5 year old daughter walked from the baby pool to join us in the big pool. I was amazed that the lifeguard immediately took notice and went back to his seat after he saw that she could swim.

We will definitely stay at Hotel Jen again on our next visit to Penang.

We could only check in at 3 but the receptionist was very apologetic and processed us speedily.

Thank you for a great stay!!

Angeline and Family

I will choose Hotel Jen if I am visiting Penang again. Superb experience, comfortable stay!

Good and Nice hotel. Hopefully the wifi signal will be stronger. Definitely will come back here again. Thanks.

Excellent service since we first considered Hotel Jen to host our wedding reception. Kelly has been really helpful from the beginning through til the night of our wedding dinner. We were entertained by all our last minute requests to have our tea ceremony at the entrance hall. We had a complimentary suite for a nights stay at the hotel which was really pleasant. All the staff were really helpful the whole night. Couldnt ask for a better service and place to celebrate our marriage! <3

Smooth check-in, decent room & bed, newly furbished. Internet was slightly slow and breakfast space was very crowded.

Located at the heart of Georgetown. Walking distance to many tourist attractions within the city. Nice tasty Indian n Chinese food available around the hotel.

Highly recommend hotel Jen! Walkable distance to most of the attractions in Georgetown, free shuttle to their sister beach resort, able to use their facilities after checkout (shower included!). Very worth the stay:) They will send a cake during your birthday too!

Very good location in Georgetown. Design of hotel is nice and room layout is fantastic!

We arrived in the hotel early, did the registration and head straight to Golden Sands Resort via the hotel bus at 11am. Everything goes well till we came back and check into our room at about 6pm.
Upon entering the room, we saw the birthday cake on the table. we are wondering why is it not in the fridge as there isn't any air con running in the room and there isn't any thing to cover the cake and it was left opened. Honestly, we didn't really ate the cake, but yet I still got stomach upset as I just had a mouth, as I am curious of the taste. The toilet was smell of urine which I had to pour some body wash onto the floor and use the floor mat to kill the smell. The fridge is not working. Told the front desk, but nothing was done. We had to throw our medication away, as the medication need to be in the fridge. At checkout, we were being overcharged. I only notice the overcharge, as I was wondering how come the discount on F&B was not deducted out but added as a cost. Suppose to be a birthday celebration for my wife and daughter. But turns out to be a nightmare, as all of us had stomach upset. Also our room is too near to the lifts that I could hear the movement of the lift at night. Disappointed as I thought by booking my room directly with the hotel, my experience will be much better than booking via a third party website.

The overall experience was good. However, i was unable to the obtain the Golden Circle points for the dinner that i had because the waiter or waiters did not ask for the membership card upon making payment. Sadly, when I ask why there is no points been collected, the captain told me that I should have inform them before I make the payment. Which is interesting to me that I thought it should be the other way round rather than letting the customer do the acknowledgement.

Great Location, Great Service and Comfortable and Clean,

Enjoying so much with the Club Lounge service. Drinks and snacks all day long, and a fabulous breakfast too. Especially, having free-flowing spirits, wines, beers for HH!

Called up a night before to ask for bicycle parking and person on phone directed to park in the basement. Arrived in the morning to be chased away by impolite guard. Turns out, there's no bicycle parking here... And we have to respect the guard because 'it is his place'. Hey, don't expect us to know your hotel like it's somewhere we go twice weekly ok.

Overall experience at Hotel Jen Penang was great with its Guest Relation trying to reach us even before our stay.
Some of the amenities broke down during the stay and the switch were broken but does not affect the overall stay experience.

We did meet some slightly rude staff from the hotel Lobby Cafe during our breakfast on the day of departure but I do hope it is a lone incident and hope that they could be more accommodating in allowing us to swop seats given that it is already off peak. On the other hand, we do have vivid memory of the staff by the name of Wan Yi from Club Lounge that went the extra miles to Ensure that we had a great time at the lounge.

The hotel is beautiful but the reception staff is not really friendly. During our stay, the room was not ready a 1pm, a alarms test at 3pm ( and nobody prevent us) and also during the afternoon there was loud music in the room with no possibility to stop it. Finally we ask for wash some clothes and nobody was capable to explain clearly how it's works.

Room temperature hard to control.. fan speed need be more adjustable

The staff are friendly and helpful. The family room is big enough to accommodate 3 persons comfortably. Beds are comfortable.

1. Swimming pool and gym are good and well maintained.
2. Good food and service when having breakfast and dinner at lobby cafe.
3. However, it is absolutely needed to improve the speed of cleaning up the rooms so that rooms can be provided earlier to customers arrived by early flights. Cleaning can also be finished before the customers returning to their rooms in the afternoon during their subsequent days of stay.

We truly enjoyed our stay at your hotel. The bed and pillow was so comfortable. Your staff were friendly. Food at Cafe and Drinks at Bar was good.

The hotel is pretty clean and looks like it's been updated recently. The lobby is still under construction and you need to take the lift to the temporary reception area to check-in.

The rooms near the lifts sounds like a underground train passing by every minute! The water pipes in the walls made loud screeching noises. It may be bothersome for some people.

The location is OK, there are nearby malls but you would need to walk a few blocks or take a taxi for the really interesting food areas.

Comfy beds, great spread for breakfast, friendly service.

Great pool area, friendly service and very accommodating!

Good service, clean room, near city center and great place for family.

Jen must maintain a log of its customers' profile as well as their preferences, especially the regular guests. I am sure the extra effort given will be much appreciated. I know I would.

For me it's the muslim prayer mats that i request for every time I am there. I have to request for this every visit and the last time was made to wait quite a long time, made even more agitating as I was rushing out for a meeting.

Similarly, I am sure Jen can make the checking-in process even more convenient to their regular guests.

The staffs are great. Rooms are good except that the flooring starting to peel off and its rather confusing or difficult to control the air-cond mode from dry to cold and vice versa.