Hilton Garden Inn Hong Kong Mongkok {HKG}
Feb 5, 2017, 10:52 am
#151
Join Date: Dec 2016
Posts: 61
Just done my third stay at the HGI and the HGI is downright awful. First stay (~2 weeks into the soft opening) was okay, partner gold benefits were honored at check-in, service was so-so but acceptable. Breakfast was very mediocre, although staff can be pretty rude sometimes and very strict about breakfast ending time (they literally take the buffet items away at 10:30:01) Restaurant staff was obviously not good with English (even for the manager)
Second stay was downright disgusting. Services were non-existent at check-in, partner gold benefits was rudely decline (which while I knew I wasn't entitled to, I'd expect some politeness). Got to the room, there was an extremely strong odor smell, no success with air conditioning. Tried calling down to front desk, took us 20 mins and three calls to talk to someone and have someone to check with the condition of the room. A cleaning lady was sent and try to spray some chemicals which I politely declined since I'm pretty allergic to those stuff and I knew once those chemicals are gone the odor will be back. The cleaning lady was pretty helpful and polite (perhaps even better than the front desk staff), helped us called down to the front desk and ask for an alternative room. Headed straight to the front desk and got new room keys. The new room was better but lots of wears and tears (despite the hotel's only been open for a month only). Faulty fire alarm went on early in the morning, with no announcement or whatsoever from the hotel, followed by lots of noises from fire engines etc.. Both my partner and I couldn't get a good sleep after so much noises, basically ruined our rest. No mention of the incident at check-out, at which point I just gave up with dealing with the staff.
Third stay was disgusting as well, we found blood stain left on the sheets of the bed as we enter the room. But as we're just doing mattress run and not staying for the night, we just chose to ignore it.
In short: Avoid this hotel unless you have absolute no choice.
Second stay was downright disgusting. Services were non-existent at check-in, partner gold benefits was rudely decline (which while I knew I wasn't entitled to, I'd expect some politeness). Got to the room, there was an extremely strong odor smell, no success with air conditioning. Tried calling down to front desk, took us 20 mins and three calls to talk to someone and have someone to check with the condition of the room. A cleaning lady was sent and try to spray some chemicals which I politely declined since I'm pretty allergic to those stuff and I knew once those chemicals are gone the odor will be back. The cleaning lady was pretty helpful and polite (perhaps even better than the front desk staff), helped us called down to the front desk and ask for an alternative room. Headed straight to the front desk and got new room keys. The new room was better but lots of wears and tears (despite the hotel's only been open for a month only). Faulty fire alarm went on early in the morning, with no announcement or whatsoever from the hotel, followed by lots of noises from fire engines etc.. Both my partner and I couldn't get a good sleep after so much noises, basically ruined our rest. No mention of the incident at check-out, at which point I just gave up with dealing with the staff.
Third stay was disgusting as well, we found blood stain left on the sheets of the bed as we enter the room. But as we're just doing mattress run and not staying for the night, we just chose to ignore it.
In short: Avoid this hotel unless you have absolute no choice.
Last edited by Redwoodw; Feb 5, 2017 at 11:26 am
Feb 5, 2017, 2:45 pm
#152
Join Date: Jun 1999
Location: NYC/LA
Programs: DL Plat, AA Plat Pro, Marriott Titanium, IHG Diamond Amb
Posts: 7,486
Can you clarify what you mean by partner gold benefits were declined? Do you mean your partner is Honors Gold and was traveling with you, but the reservation was under your name?
Feb 5, 2017, 9:40 pm
#154
Join Date: Oct 2013
Location: SIN/BNE
Posts: 816
Just done my third stay at the HGI and the HGI is downright awful. First stay (~2 weeks into the soft opening) was okay, partner gold benefits were honored at check-in, service was so-so but acceptable. Breakfast was very mediocre, although staff can be pretty rude sometimes and very strict about breakfast ending time (they literally take the buffet items away at 10:30:01) Restaurant staff was obviously not good with English (even for the manager)
Second stay was downright disgusting. Services were non-existent at check-in, partner gold benefits was rudely decline (which while I knew I wasn't entitled to, I'd expect some politeness). Got to the room, there was an extremely strong odor smell, no success with air conditioning. Tried calling down to front desk, took us 20 mins and three calls to talk to someone and have someone to check with the condition of the room. A cleaning lady was sent and try to spray some chemicals which I politely declined since I'm pretty allergic to those stuff and I knew once those chemicals are gone the odor will be back. The cleaning lady was pretty helpful and polite (perhaps even better than the front desk staff), helped us called down to the front desk and ask for an alternative room. Headed straight to the front desk and got new room keys. The new room was better but lots of wears and tears (despite the hotel's only been open for a month only). Faulty fire alarm went on early in the morning, with no announcement or whatsoever from the hotel, followed by lots of noises from fire engines etc.. Both my partner and I couldn't get a good sleep after so much noises, basically ruined our rest. No mention of the incident at check-out, at which point I just gave up with dealing with the staff.
Third stay was disgusting as well, we found blood stain left on the sheets of the bed as we enter the room. But as we're just doing mattress run and not staying for the night, we just chose to ignore it.
In short: Avoid this hotel unless you have absolute no choice.
Second stay was downright disgusting. Services were non-existent at check-in, partner gold benefits was rudely decline (which while I knew I wasn't entitled to, I'd expect some politeness). Got to the room, there was an extremely strong odor smell, no success with air conditioning. Tried calling down to front desk, took us 20 mins and three calls to talk to someone and have someone to check with the condition of the room. A cleaning lady was sent and try to spray some chemicals which I politely declined since I'm pretty allergic to those stuff and I knew once those chemicals are gone the odor will be back. The cleaning lady was pretty helpful and polite (perhaps even better than the front desk staff), helped us called down to the front desk and ask for an alternative room. Headed straight to the front desk and got new room keys. The new room was better but lots of wears and tears (despite the hotel's only been open for a month only). Faulty fire alarm went on early in the morning, with no announcement or whatsoever from the hotel, followed by lots of noises from fire engines etc.. Both my partner and I couldn't get a good sleep after so much noises, basically ruined our rest. No mention of the incident at check-out, at which point I just gave up with dealing with the staff.
Third stay was disgusting as well, we found blood stain left on the sheets of the bed as we enter the room. But as we're just doing mattress run and not staying for the night, we just chose to ignore it.
In short: Avoid this hotel unless you have absolute no choice.
Feb 8, 2017, 7:42 am
#156
Ambassador, British Airways; FlyerTalk Posting Legend
Join Date: Apr 2012
Location: Leeds, UK
Programs: BA GGL/CCR, GfL, HH Diamond
Posts: 42,958
Booked this for an upcoming stay in April. I have stayed in HGIs elsewhere in the world before and am generally fine with them. However, reading some of the reports I now wonder if I have made a big error.
Unfortunately (and stupidly!) I booked a non-refundable rate so I am stuck with this one. Will see how it turns out and will report back.
Unfortunately (and stupidly!) I booked a non-refundable rate so I am stuck with this one. Will see how it turns out and will report back.
Feb 8, 2017, 9:49 am
#157
Join Date: Dec 2016
Posts: 61
Just an update, complained to corporate regarding the fire alarm issue during the second stay, requested a refund under the Satisfaction Guarantee. Was told to wait for 72 hours for response from hotel, guess what? The hotel wouldn't even bother to respond. After waiting for a few days, pressed the corporate guys to get me a response. Was given the option of a BMG certificate that can ONLY be used at HGIs, which I declined since there ain't much HGIs in Asia. Got 30000 points in the end in lieu of the refund. Still frustrated and angered by the fact how the HGI basically don't care about their guests and their guests' feedback. And I haven't even start about my third stay...
Feb 8, 2017, 10:13 am
#158
A FlyerTalk Posting Legend
Join Date: Apr 2013
Location: PHX
Programs: AS 75K; UA 1MM; Hyatt Globalist; Marriott LTP; Hilton Diamond (Aspire)
Posts: 56,452
Be sure to post a TA review. That is the best way to share a negative experience and warn other travelers to stay away.
Feb 12, 2017, 9:01 am
#161
Join Date: Oct 2014
Programs: BA Silver, EK Silver, HH Diamond, SPG Gold, Accor Silver
Posts: 93
Stayed here with a friend on a recent trip. As an HH Diamond I'm a strong advocate of Hilton worldwide and very familiar with all Hilton Family brands. This property is NOT operating to HGI brand standard. Not sure whats going on here as a new property, and in this part of the world hospitality service levels are normally particularly High.
No Diamond recognition. No upgrade. When I requested they wanted to charge me an extortionate amount of money. Restaurant staff are simply rude, have no concept of customer service and free diamond breakfast was refused and we were simply told to sign the bill. Restaurant manager said we had to pay and to take it up with reception. Reception said but you have signed the bill!!! Duty manager finally agreed to take breakfast charge off when I asked him to telephone the diamond desk!!!
Rooms are very noisy with ineffective double glazing . To be fair our room was smartly furnished and spotlessly clean. It was however VERY small. This property should not be operating under the Hilton brand. Rooftop pool is currently closed small functional gym.
No Diamond recognition. No upgrade. When I requested they wanted to charge me an extortionate amount of money. Restaurant staff are simply rude, have no concept of customer service and free diamond breakfast was refused and we were simply told to sign the bill. Restaurant manager said we had to pay and to take it up with reception. Reception said but you have signed the bill!!! Duty manager finally agreed to take breakfast charge off when I asked him to telephone the diamond desk!!!
Rooms are very noisy with ineffective double glazing . To be fair our room was smartly furnished and spotlessly clean. It was however VERY small. This property should not be operating under the Hilton brand. Rooftop pool is currently closed small functional gym.
Feb 12, 2017, 1:24 pm
#162
Join Date: Aug 2014
Location: Europe
Programs: BAEC Silver; AerClub Silver, Hilton Honors Diamond
Posts: 315
There are indeed few bad review on the web about this HGI; it looks like the customer experience delivered by the staff needs to improve but, more worryingly, is that the hotel seems reluctant in delivery the basic Honors benefits such the breakfast for Gold/Diamond.
I would accept a mistake during the opening week but Honors' knowledge should be fixed by now
I have three days booked in June, refundable rate, I'll keep this monitored.
I would accept a mistake during the opening week but Honors' knowledge should be fixed by now
I have three days booked in June, refundable rate, I'll keep this monitored.
Feb 12, 2017, 10:38 pm
#163
Join Date: Mar 2011
Location: Window Seat
Programs: National Executive, HHonors Gold, IHG Platinum, Hyatt Visitor
Posts: 2,495
Hard to believe this property is so screwed up. New construction. First Hilton Garden Inn branded property in Hong Kong... Conrad Hong Kong sets the bar high but this property is not even getting the basics right.
Hilton Corporate? Does anyone care about these issues? Fire alarms going off at random times for no reason are unacceptable to all guests and should have been fixed after about the third day. Improper delivery of HHonors Benefits likely only impacts a small segment of customers but those are frequent customers so that should be important to Hilton Corporate too.
Where were the trainers when this property opened?
Hilton Corporate? Does anyone care about these issues? Fire alarms going off at random times for no reason are unacceptable to all guests and should have been fixed after about the third day. Improper delivery of HHonors Benefits likely only impacts a small segment of customers but those are frequent customers so that should be important to Hilton Corporate too.
Where were the trainers when this property opened?