Originally Posted by bhrubin

Bolding mine. You aren't being petty at all IMO. I'd have been furious. Of course, I'd have gotten in writing in advance their guarantee of the suites I was expecting...or book somewhere else that would guarantee that in writing. But after being reminded of their failed assurances, the hotel should have taken pains to get you the best room and view possible--and your TA should have been on it, too, IMO. The fact that you had to endure such ridiculousness to get in touch with the GM makes me know for sure that this hotel is to be avoided at all costs.

I've always had very disappointing and lackluster service recovery at every MO at which I've stayed. It was like pulling teeth in every instance. So I no longer stay with MO. Your example reminds me yet again why I avoid the MO chain--lots of pomp without much circumstance.

Originally Posted by Zephyrous

To make a long story short...booked the MOHK for two stays within a 3 week period (both Virtuoso). Once for our layover to Pulo from Aman SP and then for our return home from Pulo to London (over new year's where the intention was to ring in the new year from our room). Always wanted to experience New Year's in Hong Kong and while at first I thought about staying in the Pen for the second leg of the stay (for better views), my agent said that it would be easier if we stayed in the same hotel given that we would have excess luggage that we wouldn't be taking to Pulo with us and which could be dropped at the hotel. Just to note here that my other half wanted to stay island side and on the harbour, hence why the only real options were the MO or FS (otherwise the Upper House would have been a contender).

...
Our comp was a bottle of champagne.

In retrospect, it is perhaps a bit petty of me to describe this whole ordeal as horrible but the reality is that I only book rooms that are fit for a particular purpose of a trip - sometimes these are entry level rooms, other times specific view suites and other times the top suite offered (I have refused upgrades for that matter before). So the whole experience was far removed from what I had imagined and further exacerbated by the attitude of the hotel staff/lack of service recovery and the whole stress of finding other rooms/waiting to see them/seeing independently if there is something else available in town.