AAnonymous UserPros and cons:
Pros:
· The room itself was lovely and offered a great view.
· A special thank you to the housekeeping staff member from Mainland China on November 5, 2025. She was an absolute angel—always smiling, highly attentive, and even asked if there was anything she could do better. Her attitude was, without a doubt, the best I have encountered across thousands of hotel stays worldwide.
· At check-out, Front Desk Staff Dordon (not sure of the spelling; he is from Canada and was wearing a navy blue uniform) provided excellent service with a professional and friendly attitude.
Cons:
· At check-in, I specifically requested a room above the swimming pool, as that was the primary reason I booked this hotel after seeing the pictures online. However, the front desk staff member, Jimmy, assigned me a room in the East Tower, near the Ocean Park rollercoaster. Upon entering, I immediately realized it was not what I had asked for and called to request a change. Jimmy said he would check for availability, so I went down to the lobby to wait. After a 30-minute wait, I was finally reassigned to a room in the West Tower above the swimming pool—which was my original request. It's worth noting that all swimming pool view rooms are in the West Tower, not the East Tower.
· Unfortunately, my new room was one of the noisiest. There were two staff access doors directly opposite my room, one of which was for loading laundry, resulting in constant, loud door slamming. Furthermore, a drinking water station was situated very close by (the hotel does not provide bottled water), which created a continuous flow noise that was highly disruptive and unpleasant.
· I was too exhausted to request another room change at that point, unsure of how long it would take, and I had commitments to attend to afterward.
· Another issue occurred before check-out. On November 6 at around 11:30 AM, I called the front desk to inquire about the latest check-out time, mentioning that my flight was in the evening. A male staff member (with a Hong Kong accent, and not Jimmy or Dordon) replied abruptly, ”If you want to stay until evening, you need to pay an extra fee!!” I was taken aback by his assumption that I was trying to exploit the hotel's policy. It is common practice for hotels to offer at least a one-hour grace period.
· I tried to ease the tension with a light laugh, which he mirrored. I repeated my question, clarifying that I was simply asking for the latest check-out time, to which he finally replied, ”12:30!”
· This experience taught me that explaining the reason for a request can sometimes be counterproductive with certain staff, who may lack empathy and automatically assume guests are seeking special treatment.
Suggestions:
It appears that some of the male front desk staff in grey uniforms could benefit from additional customer service training. Working in hospitality requires a genuine desire to serve people. If one inherently dislikes interacting with guests, it may be time to reconsider their career path. While not all local Hong Kong staff are impolite, certain ingrained perceptions about service attitudes do occasionally surface.
Tunjuk Lagi