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All reviewsrooftop poolgerman colonybeautiful hotelroom was fully equippedunderfloor heatingbreakfast buffet was perfectmassive bedgreat decorationbusiness loungeheated floorsour stay was greatsliding doorisraeli hotel breakfastsamazing spathe breakfast dining roomcoffee servicebody lotion
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Reviewed April 4, 2018 via mobile

Staff on their cellphones in full view of guests, management staff on Facebook while travelling in the same lift as guests, food allergies not taken seriously despite repeated requests on food ingredients, an enormous impressive breakfast restaurant and one tiny station making all the teas and coffees (really???!!!), parched guests consequently waiting ages for their drinks and nagging the poor waiting staff, light fittings too low to pass health & safety (I saw and heard a guest whack his head), the single entrance to and from the kitchen is in a heavily guest populated buffet area (dumb design) so staff have to push through guests to get the job done, beds not made properly (I watched our bed "straightened" in under 20 seconds, badly scaled up showerheads, blocked shower drains (we had three rooms and had to get two such drains cleared...in a brand new hotel!).

Come on Isrotel management; you can do better than this. Where is the service level needed for a flagship new hotel? Your late founder would have been horrified. Your lowest level Orient staff are friendly, kind and willing but fatally frustrated. You are letting them down by giving them an in-house management that lacks knowledge and/or professionalism and/or experience and I have done hotel work in a top London hotel, so I know how things should be.

And start by banning ALL staff from using their cellphones in front of guests except to service that guest.

Stayed: April 2018, travelled with family
1  Thank Birdwatcher203
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Benny L, Director of Sales at Orient Isrotel Exclusive Collection Jerusalem, responded to this reviewResponded April 5, 2018

Dear Birdwatcher203.

Thank you for taking the time to write a review.
I was sorry to read your comment about your experience on your holiday at the orient hotel,as unfortunately by your review its seams that you did not enjoy at all . The hotel staff and his managers makes big afford to please guests doring stay and they are at your service at all time , I am sorry it wasn't as you expected.
All your comments have been forwarded to the relevant managers We hope to have the opportunity to welcome you again , as I am sure that your next visit will be enjoyable

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed April 2, 2018 via mobile

We met friends for coffee at the lobby of the magnificent new Orient hotel. The decor is outstanding but the service was far below standard. Some of the items we wanted to order from the menu were unavailable and the cheese cake and fruit platter we ordered with our coffee came about half an hour after the coffee was served and only this after we complained to a waiter. Attracting the attention of a waiter was a feat. Once the waiter realized the mistake he compensated us with more coffee but who needs so much coffee???? The cheese cake was tasty but partly still frozen. Disappointing for such an elegant, classy hotel.

Stayed: April 2018, travelled as a couple
Thank shimon s
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Benny L, Director of Sales at Orient Isrotel Exclusive Collection Jerusalem, responded to this reviewResponded April 3, 2018

Dear shimon .
Thank you for taking the time to write a review .
I was sorry to read your comment about your experience at the hotel lobby. the hotel staff makes big afford to please guests and I am sorry it wasn't as you expected.
All your comments have been forwarded to the relevant managers We hope to have the opportunity to welcome you again for a night stay , as I am sure that your next visit will be enjoyable

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed April 1, 2018

Excellent new hotel in Jerusalem. Wonderful rooftop pool and deck. There is also an indoor poor for cold or rainy days. The service is quite good by Israeli standards, and the only area of improvement (as many others have noted here) must be the breakfast buffet. It’s a zoo. 20 minutes to get a cup of coffee and even longer for an omlette. Otherwise wonderful hotel.

  • Stayed: April 2018, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Thank jba213
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Benny L, Director of Sales at Orient Isrotel Exclusive Collection Jerusalem, responded to this reviewResponded April 3, 2018

Dear Michal.
Thank you for those kind words, it was our great pleasure to welcome you at the Orient hotel.
it gives us great pleasure to read your great review regarding your vacation at the Orient hotel and about your satisfaction from the hotel swimming pool and service provided.


we are looking forward to welcome you once again in the near future .
Thank you on behalf of Orient hotel staff.

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed April 1, 2018 via mobile

Visited this beautiful looking hotel at the end of March after lots of consideration we wanted to check out this new hotel.

Let's start with what's great...

It's a beautiful hotel, very well designed and finished. From the furnishings in the lobby and bar to the lovely rooms which have a slight oriental theme. This is certainly the most beautiful hotel we stayed in on our trip to Israel.

The food was also good in the hotel and the Wi-Fi strong no complaints there. Oh and the rooftop pool is amazing!!

Ok so with that said there were a couple of things that needed serious improvement to bring this up to a 5* experience.

The service.... put very simply the service from staff just wasn't good enough... You were lucky to get a smile. Service was slow, staff were confused and often less than friendly. This was not up to 5* European standard... and for what we paid it left us feeling disappointed. I hope the hotel can invest some training into their staff to improve the customer experience.

Secondly and probably most importantly was the noise. The hotel features very heavy doors which slam hard when you close them. Furthermore (and most unfortunately) the rooms have not been sound proofed properly which means you can hear every slam like it's next to you and every person chatting in the corridor like they are in your room. It's such a shame as we had 2 sleepless nights due to the constant noise during the night (all night) and 2 sleepless nights leaves you feeling pretty sour when you pay those kind of prices.

All in all this hotel is new and should be given a chance to improve, and I think if they took some steps to improve the staff and the noise issues (this could be tricky) we would stay again.



Stayed: March 2018, travelled as a couple
Thank Lindsey W
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Benny L, Director of Sales at Orient Isrotel Exclusive Collection Jerusalem, responded to this reviewResponded April 2, 2018

Dear Lindsey .
Thank you for the kind words and for taking the time to review the hotel .it was our great pleasure to welcome you at the Orient hotel.
it gives us great pleasure to read your great review regarding your vacation at the Orient hotel and about your satisfaction from the hotel room design ,restaurant and roof top pool.

how ever I was sorry to read your comment about your experience at some points. the hotel staff makes big afford to please guests and I am sorry it wasn't as you expected.
All your comments have been forwarded to the relevant managers We hope to have the opportunity to welcome you again , as I am sure that your next visit will be enjoyable

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed April 1, 2018 via mobile



Let me start with the positives. Beautiful facility in a convenient location. Located in German colony which is a very nice neighborhood with shopping and restaurants. Next to first station which has restaurants and entertainment. Also is walking distance to Old City.

The negatives I’m afraid outweigh the positives. First, when we checked into our room we immediately noticed the bathroom was filled with flies! You’d think the room would be checked before guests are to check in. Second, although the rooms are decorated nicely there were several maintenance issues the worst being the shower backing up. My husband had to request maintenance twice for this issue along with clean up three times. Remember this is a brand new hotel. The hallways were dirty and for some reason a place for employees to constantly be hanging out. Also not sure why staff thinks it’s ok to vacuum at 11:00 at night. Third would be the food. Although the buffet was plentiful and the food was good in the 3 days we ate there we never had hot coffee and our 5 egg orders were wrong everyday. Fourth, we asked if we could pay for our daughter that lives in Israel and who was visiting us at the hotel to use the pool. We had done this in other hotels throughout Israel. The first staff person we talked to said if it wasn’t crowded she could arrange it. When we noticed it wasn’t crowded a gentleman told us no she couldn’t use it because of insurance. Not sure which was telling the truth. Lastly, the hotel made arrangements for us to travel by a van to Tel Aviv. When the van came the driver gave my husband a different price. The hotel then found a different driver and sent us on our way. Well thanks for that Hotel Orient but not only did he not speak English, he had no idea where he was taking us. It would seem simple that the bellman or doorman or whosever should have made sure he knew where he was taking us. To top it off he was a horrible driver!

Will not recommend this hotel to friends. For this price the service was sub par.

Stayed: April 2018, travelled with family
Thank Shelly M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Benny L, Director of Sales at Orient Isrotel Exclusive Collection Jerusalem, responded to this reviewResponded April 2, 2018


Dear Shelly.

Thank you for taking the time to write a review .
I was sorry to read your comment about your experience at the hotel. the hotel staff makes big afford to please guests and I am sorry it wasn't as you expected.
All your comments have been forwarded to the relevant managers We hope to have the opportunity to welcome you again , as I am sure that your next visit will be enjoyable

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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