Hotel Sheraton di Hong Kong

We requested an upgrade for one of the rooms to a sea view, as we hold Gold Membership. The receptionist initially indicated that he would do his best to accommodate this request. We do understand that it is common not to be upgrade. However, after the lengthy check-in process of 40-50 minutes, when we asked if the room had been upgraded to a sea view, he told us it had not. When we inquired about what type of upgrade had been made, he informed us that the room was only slightly larger. To our dismay, upon comparing this room with the other two, we found that it appeared even smaller. The other two rooms included a sofa, whereas this room could only accommodate a chair. Additionally, this room had a very unpleasant smell, as if it had not been used for a long time. I am extremely disappointed to have to write this feedback at midnight during my holiday. It has affected my ability to sleep, and I felt compelled to express my concerns. I want to emphasize that our disappointment stems from the attitude displayed when he attempted to resolve our issue when his junior colleague doesn’t do his job well. It felt as though I owed him something. While he did not use any inappropriate language, his demeanor conveyed a lack of concern for our situation, as if he was unwilling to help rectify the problems we faced, despite the fact that the fault lay with the hotel. So we decided to ask him what we can do to feedback our experience to your management, the hotel staff give us his name card and saying that we can write to his email address. That is so funny and he is thinking that we are *****. Then we ask him we want official email to feedback then he just say app can feedback.

I have to say incidents happening would be a good opportunity to know the place or organization better. This time, Sheraton demonstrates an impressive incident handling skill when I found some mistakes of housekeeping. The manager himself with a couple of coworkers come to solve, explain, and apologize for it, even if this is just a very minor mistake. When checking out, the receptionist heard about the incident from me, and they made me feel they are so sincerely sorry, again as the 4th time :) Back to the room itself, impressive sea view and airport view, fine bathroom commodities and the whole-night silence. I would say this is very nice experience, so that I left a memo to big back the hotel a big Thanks!