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Reviewed 3 weeks ago

Overall the experience is good, most of the staff are helpful and friendly. However, breakfast was a let down, we chose 7-8am for breakfast, there were a few tables then, the staff in the breakfast counter were not helpful and kind of mean, they seem like they did not want to serve the customers and were impatience. The variety of food served can be improved.

Date of stay: May 2021
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Marco Polo Hotels
Thank lmtm123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dalip Singh, General Manager at Marco Polo Hongkong Hotel, responded to this reviewResponded 3 weeks ago

Dear lmtm123,

Greetings from the Marco Polo Hongkong Hotel.

Thank you for taking the time to share your experience with us during your recent stay.

We sincerely apologize if your breakfast dining experience at Cafe Marco fell short of your expectations during your recent visit. Rest assured that we will continue to place utmost priority on training and developing our associates to ensure that they are always able to deliver services to the satisfaction of our guests. Your comments and suggestions are much appreciated as they are indeed crucial in supporting our improvement efforts.

We will be most honored if we could once again be of service to you on your next visit and welcome another opportunity to give you a firsthand experience of the service culture that sets us apart and for which we continue to be known.

Thank you very much and we look forward to having you back at the Marco Polo Hongkong Hotel.

With warm regards from the world's most dramatic waterfront,

Dalip Singh
General Manager
Marco Polo Hotels - Hong Kong

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago

In terms of the value of price, the hotel surprised me with a great experience. The staff are nice and the room is comfortable. What can be improved is that the sound insulation could be better, in which we can hear people talking in the corridor from the room.

Date of stay: May 2021
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Marco Polo Hotels
Thank noracmy
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dalip Singh, General Manager at Marco Polo Hongkong Hotel, responded to this reviewResponded 3 weeks ago

Dear noracmy,

Greetings from the Marco Polo Hongkong Hotel.

Thank you for taking the time to share your experience with us during your recent stay.

Rest assured that your suggestion about improving the soundproofing or our rooms has been taken note and we shall look into improving the acoustic structure of our rooms in our renovation plans. Your comments and suggestions are much appreciated as they are indeed crucial in supporting our improvement efforts.

We are delighted that we had the opportunity to be at your service and we look forward to welcoming you back at the Marco Polo Hongkong Hotel.

With warm regards from the world’s most dramatic waterfront,

Dalip Singh
General Manager
Marco Polo Hotels - Hong Kong

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago

Dusty and old fashioned and rude telephone staff.
When I called the staff to take my room request had a jostle attitude. The entertainment room was not available and food, dinner set, didn't arrive to my room until quite late. Nearly 9pm. We already told the front desk that we sleep very early and dinner was far too late for the kids to sleep. The front desk didn't help in any way and asked us to eat first before our dinner. She didn't look into our problem and was just rushing us to finish the check in procedure.

Date of stay: May 2021
    • Value
    • Rooms
    • Service
Review collected in partnership with Marco Polo Hotels
Thank Vimmy L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dalip Singh, General Manager at Marco Polo Hongkong Hotel, responded to this reviewResponded 3 weeks ago

Dear Vimmy L,

Greetings from the Marco Polo Hongkong Hotel.

Thank you for taking the time to share your experience with us during your recent stay.

We sincerely apologize if your experience with us fell short of your expectations. Rest assured that we have placed great priority on the issues you raised, and that each one of those issues was brought to the immediate attention of the respective department heads so that we can pinpoint to our associates where we went wrong and how we should address each problem. More importantly, we will continue to place utmost priority on training and developing our associates to ensure that they are always able to deliver services to the satisfaction of our guests. Your comments and suggestions are much appreciated as they are indeed crucial in supporting our improvement efforts.

We will be most honored if we could once again be of service to you on your next visit and welcome another opportunity to give you a firsthand experience of the service culture that sets us apart and for which we continue to be known.

Thank you very much and we look forward to having you back at the Marco Polo Hongkong Hotel.

With warm regards from the world's most dramatic waterfront,

Dalip Singh
General Manager
Marco Polo Hotels - Hong Kong

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago

window cleanliness should be improved
overall equipments should be updated, eg. water-tap, lighting, television
decoration are old style
Baby bed too dirty and old, quilt cover are Dilapidated
Dinner are cold

Date of stay: May 2021
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with Marco Polo Hotels
Thank yuennoi_maggie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dalip Singh, General Manager at Marco Polo Hongkong Hotel, responded to this reviewResponded 3 weeks ago

Dear yuennoi_maggie,

Greetings from the Marco Polo Hongkong Hotel.

Thank you for taking the time to share your experience with us during your recent stay.

We sincerely apologize if your experience with us fell short of your expectations. Rest assured that we have placed great priority on the issues you raised, and that each one of those issues was brought to the immediate attention of the respective department heads so that we can pinpoint to our associates where we went wrong and how we should address each problem. Your comments and suggestions are much appreciated as they are indeed crucial in supporting our improvement efforts.

We will be most honored if we could once again be of service to you on your next visit and welcome another opportunity to give you a firsthand experience of the service culture that sets us apart and for which we continue to be known.

Thank you very much and we look forward to having you back at the Marco Polo Hongkong Hotel.

With warm regards from the world's most dramatic waterfront,

Dalip Singh
General Manager
Marco Polo Hotels - Hong Kong

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 3 weeks ago

The room is dirty, there are bookworms crawing out from the in-room dining menu; the bathtub is not clean, need to clean outselves. We waited for 2 hours for staff to deliver items to our room.
The queue to checkin is long.

Date of stay: May 2021
    • Value
    • Location
    • Service
Thank adrianktng
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Dalip Singh, General Manager at Marco Polo Hongkong Hotel, responded to this reviewResponded 3 weeks ago

Dear adrianktng,

Greetings from the Marco Polo Hongkong Hotel.

Thank you for taking the time to share your experience with us during your recent stay.

We sincerely apologize if your experience with us fell short of your expectations. Rest assured that we have placed great priority on the issues you raised, and that each one of those issues was brought to the immediate attention of the respective department heads so that we can pinpoint to our associates where we went wrong and how we should address each problem. More importantly, we will continue to place utmost priority on training and developing our associates to ensure that they are always able to deliver services to the satisfaction of our guests. Your comments and suggestions are much appreciated as they are indeed crucial in supporting our improvement efforts.

We will be most honored if we could once again be of service to you on your next visit and welcome another opportunity to give you a firsthand experience of the service culture that sets us apart and for which we continue to be known.

Thank you very much and we look forward to having you back at the Marco Polo Hongkong Hotel.

With warm regards from the world's most dramatic waterfront,

Dalip Singh
General Manager
Marco Polo Hotels - Hong Kong

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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