Completed my stay over the weekend. The hotel's hardware was indeed impressive but housekeeping and dining wait staff service standards are lacking in my opinion.
Upon arrival at 3pm, the room we were allocated was not ready, our check in clerk did a great job in salvaging the situation by semi-processing the check in and kindly guiding us to the museum location while providing several museum tickets, a nice gesture to mask buying time for housekeeping.
Similar to the previous posters comments, the museum attendant was not so very interested in her job and nothing was offered apart from pointing out the entrance of the tour. Rather disappointing in terms of level of services, although roaming the museum ourselves was sufficient to provide an impression of the rich history of the hotel. A simple guided tour would have made a mile of a difference.
After spending a good 45 mins at the museum, we dropped by reception to pick up the keys while inquiring about plat benefits. There was no exec lounge at the hotel, but all SPG guest were offered free tea or coffee at the Victorian Lounge, it seems that was it apart from free breakfast and internet. No offer to help with our bags, well it wasn't complicated but expected a minor gesture for the wait when i have stated the intention to check in at 12 noon initially.
Upon entry to the allocated suite in the new wing of the hotel, to the left was the coffee making area with a sink, closet and a guest bathroom. The dining/living area was ample in size with dining and sitting areas, some fruits laid out on the coffee table, with a view overlooking the river inclusive of a large flat screen TV. The room was large with a study desk by the window, huge walk in closet on the opposite end of the room, king sized bed (housekeeping was obviously rushing, sheets were not laid out nicely) and adjacent a beautifully appointed bathroom. All the basic amenities were in place except for water, where throughout this massive suite not a single bottle was found, another sign of a rushed job.
Decided to kick back a relax a little, sat in the living room area and looked around for a trash can but found water! A half empty bottle hidden under the single seat sofa with several mm thick of dust around the bottle, housekeeping apparently do not bother to clean areas which are a little challenging to get at.
Took a walk behind the front entrance of the hotel, the trek was littered with historic buildings, many of which are Majestic and well refurbished. The city is filled with them but most of them seem empty with no tenants, making them look more like simply a show piece without any practical use of them.
Returned back to the hotel after dinner and found two bottles of water, curtains and lighting in night mode. Well, I simply hope the housekeeping staff realized their oversight. Unfortunately, while two cups were usedm a pack of English breakfast tea and coffee pods consumed, neither were replenished nor cups touched. Half full bottle of water still under the sofa with trash can not emptied. I believe housekeeping SOP was only to turn down and not do anything else.
Breakfast was decent in the Majestic, the venue was not large but am sure it would have looked fantastic for evening dining. Wait staff were just doing their job pouring lukewarm coffee and tea from thermos flasks, which in my opinion not up to par, especially when they have two strategically position automatic coffee makers at each end of the dining hall. Wait staff were busy clearing and cleaning, lacked passion to serve or help, it is always nice to be greeted with a smile in the morning, but it is indeed a pity when you have such a fantastic ambiance but wouldn't a smile do so much more?
Before i forget, there was only one bathrobe provided although the reservation made clearly stated two occupants. Plat entitlement complimentary breakfast is strictly limited only to the member, i was informed during check out and charged for 1x breakfast, perhaps some one would like to verify this. The desk in the room lacked sockets which could fit UK 3 pin plugs, sockets could only take the 3 pin Chinese plugs with slanted pins. If you do ever intend to not carry along your laptop and assume this hotel has WIFI, allowing for ipad access; you will be out of touch for several days with no wireless to be found.
In summary, little oversights which i feel makes or breaks the service standards of a luxury collection hotel i assume should be enforced strictly and would raise the bar, differentiating one from the masses in terms of not only hardware but most importantly software.