Building Good
Product and Service Quality
The Group remains focused on delivering high-quality products and services by placing customers at the centre of our operations. All our commercial properties in Singapore have achieved at least BCA Green Mark Gold certification, with a target of achieving Green Mark GoldPlus certification for all redevelopments and new commercial properties. In 2025, six out of our eight hospitality properties in Singapore are Green Mark-certified, with ongoing efforts to obtain green building certifications for the two remaining properties.
We embedded biophilic designs in our newly developed hotels to enhance guest experience by integrating greenery, natural light and open spaces. Features such as terraced sky gardens, lush landscaping and naturally ventilated spaces contribute to guest well-being. Re-opened in 2023 after a comprehensive redevelopment, Pan Pacific Orchard exemplifies this approach with four open-air sky terraces and over 12,000 m² of vertical greenery, enhancing urban biodiversity, improving natural ventilation and daylighting, and elevating the quality of urban living.
Across our hospitality portfolio, we focus on delivering personalised guest experiences, from pre-arrival communications to customised in-room services. At Pan Pacific London, accessibility is a core element of the guest experience, with more than 10% of its 237 rooms designed to accommodate wheelchair users, including 12 rooms with full wheelchair access.
At Pan Pacific Perth, enhancements such as upgraded gym facilities and the introduction of natural plants in guest areas have improved comfort and ambience. At PARKROYAL Yangon, digital concierge tablets provide guests with 24/7 access to directions, dining recommendations and hotel information, enhancing convenience and overall experience. In 2025, we achieved guest satisfaction scores of 80% and above across our owned and managed hospitality properties, and we aim to achieve at least 85% in 2026.
Within our commercial portfolio, SingLand completed an asset enhancement initiative at Singapore Land Tower in 2025, marked by the launch of The Plaza on Level 1, refreshed amenities at The Exchange on Level 4 and complementary flexible workspaces on Level 5. The tenant experience was further enhanced through adoption of new technologies, including facial recognition access at Singapore Land Tower and a self-check-in kiosk at SGX Centre 2.
At UOL, we continue to strengthen tenant engagement through surveys and tailored initiatives for different tenant segments. Office tenants benefitted from programmes such as weekly fruits day, which offers complimentary fresh fruits, and U-Connect, a platform featuring workshops and talks that promote learning and knowledge sharing.
The new tenant amenities at Singapore Land Tower includes a 200-seat auditorium
For retail tenants, UOL launched the “Green Movement with U” campaign, supported by interactive workshops, talks and activities. During the year, Novena Square repurposed part of its carpark into an activity space for sports such as pickleball and inline skating. In the second half of 2025, pickleball events were organised in collaboration with the Pickleball Association for tenants and the public to promote active living. Workshops and activities, including inline skating and workout sessions, were also conducted in partnership with the Health Promotion Board to support wellness for shoppers and office tenants.