JEN Maldives Malé by Shangri-La — Hotel in Malé

Stayed here for a night (3rd December) as our flight arrived too late in the night for the ferry to our resort. When we arrived in our room exhausted from a long flight and just wanted somewhere comfortable to sleep in, the floor was damp and the smell was unpleasant. We initially tought that it was because they just mopped the floors and thought nothing of it. As the room was very cold, I turned the temperature up on the air conditioning. During the night, we had uncomfortable sleep but were too tired to do anything about it. When we woke up in the morning, the floors were no longer damp but very wet! It was like someone has spilled bottles of water! We got up and got ready to leave immediately, and my husband tripped and almost hit his head on the corner table due to the wetness of the floors. The only thing that saved him was his quick reflex.

While most of the staff were friendly and attentive, the staff that we politely talked to at the receptionist about the issue told us that it was because we changed the temperature of the air conditioning. She was polite but made us felt that it was our fault and did not take it seriously. I stated that if that was the issue, it should be strongly suggested or at least mentioned to the guests before their stay. She said that she would keep that in mind, but I’m not sure if anything will be changed in the future, as I can see from previous reviews that this is an ongoing problem.

If this hazardous issue is not to be acknowledged, I would strongly not recommend this 4-star hotel. We felt sick after sleeping in damp wet sheets.

The two stars were given to the restaurant staff (the manager and the chef) who were attentive and provided us with excellent breakfast. We would have left very displeased if we didn’t enjoy our breakfast there.

We really hope that someone at the hotel will take this...

We had booked 7 nights and 2 rooms at Hotel Jen (Shangri-La) and arrived at the hotel at appx 5:30 PM and one of the 2 rooms was still not done and we had to wait for 30 mins before it was ready. This wasn't too pleasing.

Secondly, before our arrival at Male, we were asked if we'd like to book a Gala Dinner for new Year and to respond quick as tables were running out. I confirmed with an affirmative and the overall costs were about 250 USD for the family. What was not however communicated to me during the mail exchange was that there are 10 lucky draws happening where guests are being gifted complimentary 2 night holidays at Shangri-La hotels across the chain.

At the Gala dinner my first immediate observation was that there were so many empty tables and there would have been only 12 or so tables occupied. Due to the rain, we had our 'Gala Dinner' in a restaurant where there were only 2 occupied tables. Extremely underwhelming for a New Year's eve... the purpose we we were there.!!

Finally, I realized that we were not included in the lucky draws (we were 5 of us) due to some error by the hotel. When I got that to the attention of the staff, they immediately apologized and said that they will reverse the $ 250 charge. Could or should this not have been a proactive gesture from the hotel itself. This totally destroyed the experience of the New Year Eve and we left the roof-top with a very bad taste and bid adeu to 2018 in our rooms.!!

At Check-out, the reverse of charges were not reflecting and I had to remind them again about it and it took time from them to figure it out.! Not good...

Had I was more aware of this, I could have made arrangements at a resort for New Year's.

Honestly, I expected better from such a...

Fantastic service. Amazing location. 5 Stars all the way. Front office team is definitely one of the best.

I just had THE most amazing stay at Jen this past week.

I got to know the team better and they are just amazing so I understood why the service is so amazing!

Ilhad, the Executive Housekeeper, came to my room to check it and it was a delight. His service is 5 Stars and impressive. He made sure all my requests were met, daily checks, developing his team, training them, extra amenities when he noticed I needed them, giving me tips about Male... He even brought me Maldivian food so I could have a cultural experience.

Purnima who is the Assistant Front Office Manager is very engaging and focused on the guests. She is always checking on them, making sure all is well. She is frequently on the floor, always reachable. I had an episode of eating something which I am allergic too and she gave me 100% assistance. It was indeed a pro move as she went to the culinary team, advised them, ask them to make me a surprise snack which I could eat. Really efficient, helpful, professional.

The GM, Rahim, introduced himself in the elevator and took time out of his busy schedule to have a coffee. He is very empowering, helps his team to take ownership, achieve high results and standards and put the guest first.

Great leadership and management do come from the top and that is why I always choose to stay at Jen Hotel. These leaders are really making sure the guests are well looked after by setting higher standards, reaching to new levels of service. It definitely cascades down to the team and it is very noticeable.

Well done Jen Male!!!

Thank...