Phung Weng Thor

Review of Shangri-La Hotels and Resorts

We return to Island Shangri-La after a great stay ...

We return to Island Shangri-La after a great stay five years ago with high expectations. We have made Island Shangri-La our hotel of choice after our previous stay and definitely wanted to be back. However after this stay the feeling is probably we will be back and not definitely. We visit Hong Kong every two to three years.

What impressed us five years ago was the service level. We are travelling with two young kids. Let me detail what is the difference five years ago and now. Five years ago when we checked in the extra bed for the children was already in the room complete with two sets of children amenities like slippers, bathrobes and etc. A pot of chinese tea was delivered to the room as welcoming drink which we fully appreciate. The evening turn down service was great with milk, cookies, sweets and etc for the kids.

Fast forward to our current stay. We have inform during our reservation, before our stay by e mail and during our check in that we are travelling with two young children, therefore an extra bed would be required. The check in girl say it was ready. However when we reached the room the extra bed was not there and we had to call for it. They sent it quite fast but when they delivered the bed they provided a set of extra adult amenity instead of two sets of children amenities. This is despite the fact that my two kids were standing right in front of them. We had to request the slippers from the person which sent over the kids drinks and sweets. We had no use for the kid bathrobes or other kids amenities and so did not ask for them. A big disappointment is that we were not provided with the welcoming pot of chinese tea. We thought it was not provided anymore until we saw a pot coming out of another room.

We were also provided with a room on the 41st floor, one of the lowest floor which we accept as the luck of the draw. We somehow have the feeling that our room were allocated to someone else and we were simply given another room which was not ready for us.

We just came off a stay in China World Beijing(Shangri-La) and they had the extra bed in place when reach the room.

We also find that the room is feeling its age and needs rejuvenation. Coat hanger that topples and other aging furnishing. Aircon vent that is quite noisy once switched on to medium or higher. It would be nice if the bath tub can be converted to a walk in shower.

A high point is breakfast quality in cafe too was excellent. However five years back there was a guest relations officer in cafe too which provided great interaction. Too bad it doesn't exist anymore.

Five years ago we booked through Cathay Pacific and paid less. This time we booked direct and paid more. We are also golden circle member. A case of more for less.