Originally Posted by
lamach22888
Just did a night here for the public holiday weekend.
Hardware is really nice as you would expect for a brand new hotel, with the room furnishings being above W Hong Kong. We booked a base room and used a SNA to get a marvellous suite.
The soft stuff left quite a bit to be desired. As the poster mentioned above, check in was busy even for guest with status, but at least they provided a nice waiting area with drinks and popcorn. Breakfast was heaving and if you arrived after 9 you were waiting out the door. The pool was booked for a private function with no advanced notice given. Room card also stopped working at 11am despite late check out given.
We were clearly there at the same time... and encountered all of these problems. Ours was a two night stay, day one arrived for breakfast at 8.20am and there was no queue on arrival (was as we left), the next day the kid slept in and so we arrived at about 9.20am, and queued for ~30 minutes outside of the restaurant in a long snaking line taking in both banks of elevators. Those arriving at about 10am had to even queue inside of the restaurant. They clearly need to open up multiple breakfast venues. When seated the selection was really great, a very high quality Asian buffet of western/Chinese/Indian foods. At check-in, we were "rescued" from the massive queues downstairs (after asking about status) to be escorted to the second floor lounge where we were checked-in fairly smoothly. In my case the 4pm late check-out was honoured. As an Ambassador they upgraded me to a Fantastic Suite without needing an SNA, which had a really lovely view of the Parisian and the water park. We were very happy with that. The pool being closed at no notice was very disappointing, and the "
oh you can use the pool at another hotel" wasn't really a good solution when you arrive in swimming costumes with kids. Instead we dressed back up and went to the super fun zone, which has a 20% discount for hotel guests and was a lot of fun. I didn't try the offered Happy Hour 6-8pm. Did express check-out as there was another queue!
We will just consider it along with all the other Marriott hotels in the area based on price/rooms. I feel this one benefits from being brand new, but I'm not sure how they will deal with things like breakfast without clearer signs, more tables, or just opening up other venues. And this was a public holiday in HK/Macau, but not in the Mainland, so there were still spare rooms.
Edit: to be fair to the hotel they called me personally to apologise for the pool being closed with no communications the next day, which is a sign they are trying to do the right thing. There was a minor gesture for the next time we stay to say sorry. The rest of the review stands, but they do want to make it right.