Location is very good. Building okay. Decor is a little dated. Rooms are extremely noisy. Had a couple with a baby next door who woke up hourly and cried ... Thus the whole corridor would hear them.
Paid ahead for room and was confirmed free Internet access along with a deluxe room. Upon arrival was told that the room type was not available so I have received a "complimentary" upgrade to a deluxe (!) room with twin beds. I had to go through a seriously ridiculous conversation with a woman who has the title of a Guest Services Manager, but could not really care less. During the check-in process she changed my room allocation at least three times. On top of all she tried to convince me that the twin bedded room is the best option for me. She was the rudest reception staff I have ever encountered.
She failed to mention that the room she gave me was a disabled room. Huge mistake! Also even though it is not mentioned in the confirmation letter I had to pay a service charge for Internet. Ridiculous!
Upon entering the room, the smell hit me first... Damp and moldy. Then I started looking around. AC has visible mold spots which is not uncommon on a climate like HK, but is easily avoidable. Bathroom is unimaginable. Towels were dirty and very old, the shower curtain is dirty and smelly, the shower base moldy, pubic hair on toilet, sink very dirty. It seemed that the room was not cleaned, maybe it was supposed to be a last sell, but since I insisted on having a normal size bed, I got what was left.
I must admit that Housekeeping staff was very nice and helpful and efficient. It took a while for the operator to understand what I wanted, but after talking to a responsible person all bathroom issues were solved! That bad experience was turned around in a heartbeat. Well done for them!
Still I contacted reception regarding a possible room change and was promised a callback ... Now that never happened. Again the nonchalant, rude attitude. At one point the pson started to talk to someone else while "listening" to me. RUDE!!!
Change the front desk in its entirety!
- Cosmopolitan Hong Kong
- Hong Kong Cosmopolitan Hotel
