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Reviewed 18 January 2018

If only ten stars were available. We stayed here for one week, wanting a chilled out holiday by the pool. We stayed on a bed and breakfast basis and found it to be perfect. The breakfast buffet is huge with cuisines from all over the world, and the service was impeccable.
We had a suite in the Heritage wing (the oldest part of the building) which had a balcony overlooking the bay and the pool. As well as being cleaned in the morning, staff also came in during the evening while we were out and turned the bed down, closed the curtains and had another tidy round. They also provide a free paper every day.
We didn't have any other meals in the hotel so cannot comment, but there were a few times when I saw other people eating and it looked very good. There are any number of places to eat out just a few minutes walk away. We found the Red Garden Food Court to be fantastic value for money, one night we splashed out and spent a whole £10 for two of us to eat but it was normally £5-7. Walk a little bit further on and the Java restaurant provides Indian food, a meal for two was about £4.
I would definitely come to this hotel again and would highly recommend it.

  • Stayed: January 2018, travelled as a couple
    • Location
    • Sleep Quality
    • Service
1  Thank eb3001
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EOHPenang, The Management at Eastern & Oriental Hotel, responded to this reviewResponded 18 January 2018

Dear Valued Guest,

Thank you for the excellent review and for sharing your stay experience. We are glad to have met your expectations during your one week stay and it would be a pleasure to have you with us again. We certainly look forward to be of service to you and welcome you back yet for another great stay.

Kind regards,
The Management

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 18 January 2018

Our room: Sea-view Premier Suite with balcony on 2nd floor in the Heritage Wing.

We have been visiting this wonderful hotel for more than a decade and we have to say it never fails to lose its appeal.

You are made to feel welcome as soon as you arrive with the porter collecting your luggage from the taxi and the warm and friendly reception of the check in staff, you will be greeted with a nice fruit punch during check in.

From the refined heritage wing, great views, friendly and caring staff and the amazing SPA in the Victory annex( you should be proud of your SPA Team as the service and quality of massages are out of this world)..

The Premier sea-view balcony suite was large and spacious with a balcony overlooking the sea..I can highly recommend this room and could actually live there forever:))

The breakfast on the terrace is wonderful especially the outside terrace at Sarkies restaurant. The Staff who cook the eggs on the central station are very much on the ball and make the best poached eggs in town..Well done all of you..There is a wonderful selection of fresh fruits and a great juicing station..(ginger, apple and celery packs a real punch to start the day off. My husband loved the Asian buffet with its tasty curries and the Chinese noodle bar.

The E&O has an amazing old world swimming pool at the back over looking the sea indeed it was even used as a set location for "Indian Summers".

The pool staff are very attentive and friendly with a special mention of Sammy the Pool Manager who has been a fixture there for many years.

I would like to say (constructive criticism) that I tink it would be a good idea for all the staff to have English lessons twice a week when they first start as there is often misunderstanding as to what you have asked for.

Otherwise I have to say the staff are very attentive and try their utmost best to please you, it was a great pleasure talking to Michael Saxon, in charge of hospitality.

From the Management, SPA, Reception Team, Porters, cooks, cleaners and the poolside staff the Management run a good ship and the staff fly your sails high and mightily and steadfastly. Good job all of you and look forward to seeing you all again next year.

A special mention to Jimmy Lee, the room division manager, who looked after us during our stay

Thank you again.

PS. the Heritage Wing will undergo extensive renovation from August 2018

Room Tip: Heritage wing, sea facing suites
  • Stayed: January 2018, travelled as a couple
    • Value
    • Sleep Quality
    • Service
1  Thank Claudine S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EOHPenang, The Management at Eastern & Oriental Hotel, responded to this reviewResponded 18 January 2018

Dear Valued Guest,

Thank you for returning to stay with us again and sharing the detailed description of your stay experience and appreciation on Trip Advisor.
It gives us great pleasure to hear that you have had a truly seamless and enjoyable experience, and we have once again made your stay memorable. There is nothing more rewarding than receiving positive feedback from the guests. On another note, we acknowledge your feedback in regards to areas that require improvement. We look forward to your return next year.

Kind regards,
The Management

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Reviewed 17 January 2018

The title of my review refers not to escape in the sense of a pleasant distraction or diversion from the stresses and strains of life, but escape in the sense of fleeing - running away! Months and months ago my partner and I and a friend had booked a 7-night stay here. We left after just 1 night. The hotel has two parts - the original Heritage Wing and the Victory Annexe. We stayed in the latter. Having stayed at the Raffles in Phnom Penh, We had all been entranced by the E&O's exquisite website - actually cunningly similar to the Raffles website - in which the old and new parts seem to merge into a delightful colonial whole. Nothing could be further from the truth. Sure, the rooms in the new bit are pretty good and the architecture quite well done, but there is absolutely no finesse. Check in was like a business hotel - no welcome drink, no cold towel, standing to submit passports and sign forms etc. One of the other attractions had been a 'cocktail and canapé hour' each evening. Yugh! Hoards of ill-clad, greedy guests troughing on indifferent tit bits and greedily over-filling their glasses with wine or spirit. We couldn't believe our eyes. We were depressed. Nothing could have been more different from the image and brand projected on the misleading website. Shame on the E&O. We had arrived at around 4.00 pm. By 7.00 pm we had informed the hotel we would be leaving the following morning. Thank our lucky stars that there were rooms available at the WONDERFUL SEVEN TERRACES (from where I write this review after a great first night). Nor did the bland, uninviting breakfast buffet in the 'Planter's Lounge' for a second make us think of changing our minds.

  • Stayed: January 2018, travelled as a couple
    • Sleep Quality
    • Rooms
    • Service
2  Thank IntrepidHector
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 17 January 2018 via mobile

Stayed here for a glorious five days and couldn't fault it. Our suite was spacious, overlooking the bay, very clean and well serviced. The hotel is in a lovely colonial era building fully refurbished with the original old and the newly built wing complimenting each other perfectly. The staff were so nice, and really made the stay perfect. We took full advantage of the two pools, delicious buffet breakfast to cater for every taste, complimentary daily happy hour from 5-6pm, and the lovely grounds. There is also a hotel spa, where we had almost daily Thai massages, a bit more pricey than the parlours dotted throughout Georgetown, but oh so convenient and well worth it. With easy walking access to the best of the Georgetown attractions, this is the only option for a memorable Penang stay.

Stayed: December 2017, travelled with family
1  Thank Perthgourmand
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EOHPenang, The Management at Eastern & Oriental Hotel, responded to this reviewResponded 18 January 2018

Dear Valued Guest,

Thank you for staying with us and for contributing a wonderful review. We are indeed conveniently located in the heart of Georgetown with easy access to many interesting places such as shopping malls, eateries and UNESCO Heritage buildings. Its great to know that every aspect of your stay surpassed the expectation. We look forward to seeing you again and to welcome you back for yet another great stay.

Kind regards,
The Management

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Reviewed 16 January 2018

We had previously stayed in Penang a year ago and after visiting Georgetown for a couple of days we decided on our next trip we wanted to stay in the heart of the area to see more.

We decided on the Eastern & Oriental and booked 8 nights in December 2017 in a Corner Suite in the new Victory Annexe for ourselves and our teenage daughter.

On arrival we had our first disappointing experience. After a full day of travelling from Australia via Singapore we arrived hot and tired at 9.30pm. We had booked a pick up from the airport through the hotel. The driver was promptly waiting for us when we arrived and whisked us to the hotel without incident. On entering the lobby we made our way to reception to check in. There was no friendly chat asking how our flight was, no welcoming drink, just a request for my passport and a hefty deposit (even though we had paid everything in full before arriving). We paid the deposit in cash and were given our keys to the suite.........that was it! There was nobody to show us to the lift, we were just pointed to go round the corner. We then had to go back to ask where we went for breakfast as no effort was made to explain where anything was, timings, even a helpful letter with this basic info would have been good. We also had to return to reception in the morning as we realised we had been given no receipt for our $500 cash deposit.

We found our way up to our room (we had requested as high a floor as possible and got 9th) which we could not fault. The room was stunning as were the views. We could not have asked for more. The furnishings were elegant and comfortable, there was plenty of space and storage. the views from the twin terraces was stunning looking down towards Gurney plaza and out to sea.

For some reason though, they had blocked off one of the doors from the bedroom to the living area and out to the balcony with the rollaway bed, so we moved this ourselves to a large empty space that blocked nothing and seemed the ideal place for it to be.

The beds were very comfy, bathroom was huge with a stunning claw foot bath with views to die for of the ocean complete with bath salts and candle. There was plenty of wardrobe space and draws which was ideal for our 8 night stay. With a teenager having a second toilet where she could also stash her toiletries was a bonus too. One thing to note is that if you open up the doors to take advantage of the seabreeze and views, make sure you manually turn off the aircon, otherwise you end up with very wet, slippery wooden floors as the vents then leak water.

Breakfast had a good selection of food with everything you need - juices, western and asian choices. We found it very quiet when we went down early before exploring for the day but did notice as we were leaving it got much busier. You had the choice of an indoor settings or garden setting to enjoy the views which we normally opted for.

The first morning after breakfast we got a little lost as we could find no easy way to get to the heritage part of the hotel so we could go out by the main lobby. We found ourselves queueing at reception to find out where we needed to go. Seems the 2 buildings are not connected so a quick walk along a covered walkway outside at the back of the hotel got us to where we needed to be. Same with the pools, a bit of trial and error wandering around to find them and the gym. Maybe a map of the hotel facilities would be an idea?

The location of this hotel so close to the heritage zone could not be faulted. We easily spent 8 days walking around the Georgetown area and everything you needed was easy enough to get too. Within 10 minutes you could be at the Jettys or down Penang Road to head into Little India, find street art, markets, street food, hawker centres and shops. This was definitely one of the best points of the hotel.

We did not get to use the pool on ground level as we went off exploring most mornings and by lunchtime it was mostly in shade. It was a beautiful pool to look at though with stunning views. We did use the infinity pool several times to cool off during the afternoons before heading out again at night. On the days we used it there were always plenty of sunbeds as it was fairly quiet. It was great to hang out at the edge of the pool watching the coastline but does get a bit breezy and the water is pretty cold so better on warm days! Made for some interesting watching when a group of kids turned up with an inflatable unicorn that took over half the pool and refused to stay put :-) Iced cold water was bought out to us as soon as we set up our sunbeds and again after an hour or so which was a nice touch.

Overall all for the room and location, this hotel was faultless. The only thing that really let it down and would make me question booking again would be the overall atmosphere and I think a lot of this comes down to the staff (and their training) and the club lounge facilities we had looked forward too.

The Planters lounge has a great location, just off the infinity pool, with stunning coastal views. BUT, I have never stayed at a hotel offering club lounge facilities where there were NO cold drink options during the day, solely tea or coffee. We did not try the breakfast, but on walking through one morning the selection did look small so we stuck to Sarkies.

A couple of evenings we went down to the cocktail hour but it was not enjoyable! It felt a little like a queue and grab with people constantly waiting in a long line for a very small selection of food items all cramped together in the centre of the room. Maybe we have been spoilt in other hotels we have stayed in with their evening canapes but I have never felt so rushed to try and find something to eat with people literally leaning over you to grab at food.

We have stayed in busy city hotels around the world, and appreciate that staff in these hotels differ from resort staff in beachy locations. BUT the overall feeling of friendliness you normally find in even the busiest of hotels was completely missing here. Don't get me wrong, if you smiled, they smiled back but that was it. There was no feeling of being welcomed at all and staff would walk past you in a corridor as though you just were not there. Most of the breakfast staff looked like they would rather be anywhere else than there. Even my daughter asked when we were leaving as she said she felt uncomfortable there and could not relax.

We had gone to request a taxi early one morning to visit Kek Lok Si where we were told no, we could not go as the shops were not open. We purely wanted to go to the temple, not Air Itam and knew the temple complex itself would be open but literally had to request the taxi several times stating we knew it was early but we wanted to go. It should not feel like you have to fight with reception staff to leave on a day trip. Maybe some training on how they word things and talk to people? As it was we managed to get our 8am taxi to arrive early and view the temples while it was cooler and before the cruise ships masses arrived as we had intended!

Overall all a great experience in a very regal hotel with large comfortable rooms but lacking in warmth from the staff and small attention to details such as letting your guests know how to get to their room and around the hotel facilities. Has great potential, just not there yet.

Room Tip: corner suites are good choice for families as large, request high floor and view towards gurney for amazing coastline views
  • Stayed: December 2017, travelled with family
    • Location
    • Rooms
    • Service
4  Thank Lisa M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
EOHPenang, The Management at Eastern & Oriental Hotel, responded to this reviewResponded 17 January 2018

Dear Valued Guest,

Thank you indeed for staying with us. We appreciate the time taken to provide us with this review and sharing your observation. Whilst we note that there were some positive comments including your appreciation of your Suite and the Hotel's ideal location, please accept our sincere apologies on the shortfall as highlighted in this review. We indeed take your feedback seriously as it serves to be part of our continuous effort to improve further and constantly provide excellent service to all valued guests. We have also shared your feedback with members of our team and have stressed that shortcomings are not deemed acceptable and to ensure it does not occur again.

As we exercise continuous improvement, we have taken note of your feedback on areas that require greater attention. Once again, thank you for your valuable feedback and we look forward to the pleasure of welcoming you back in the near future.

Kind regards,
The Management

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