Herbert Samuel by Orchid Hotels

The Herbert Samuel Hotel in Jerusalem is relatively new (less than three years old), according to the front desk when we checked in. Though advertised as a 5-star luxury hotel near the center of the city, regrettably the experience of my recent stay at the hotel does not match their claim of a top-tier hotel. The hotel’s location is a plus because it is right off Jaffa Street (where the city’s light rail train runs) and is situated 10-15 minute walking distance to many attractions. The streets in front of the hotel’s several entrances have all been dug up and waiting for stone re-pavement when we arrived in mid-March. We were told that the re-pavement could last for a few more weeks. The hotel lobby is rather spacious, but not grand. Our check-in was routine and uneventful, until when we asked to break up a 200-shekel bill to 20s (approx. US$ 5.50) so that we could tip the bellhop. We were told that the smallest bill the desk would change for us was in 50-shekel bills. This operational oversight simply should not be happening at a 5-star luxury hotel. Our hotel room size was a bit small for its US$350 a night price, but we could overlook that, given the hotel’s locational premium near the city center. We were also willing to ignore the extended delay of getting an extra luggage stand after three separate housekeeping requests. What we have difficulty to justify, however, was the room’s basic cleanliness and comfort problems. We saw mold around the bathtub caulkings as well as the underside of the wash basin. Our carpet had very noticeable stains that should have been cleaned up. We smelled cigarette smoke coming through our vent. Our pillows were way over-used to be in-service. And the only ballpoint pen in the room had no ink left. On the positive side, we enjoyed the daily buffet breakfast at the top floor of the hotel. It has a great view of the city. The restaurant staff were efficient and helpful. From the cleanliness of the restaurant to the food presentation, it was clear that the restaurant was well-managed. This could not be said for the hotel’s concierge desk. On three occasions where we needed assistance, no one was manning the desk. All in all, the hotel has many areas that need to improve to be considered a 5-star luxury hotel.