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All things Mandarin Oriental...

All things Mandarin Oriental...

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Old Jan 2, 18, 11:54 am
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Originally Posted by deer View Post
Just stayed at MO Singapore.
For my taste, it has the absolutely best Singapore location & really the best possible views from the Marina Bay Club Suites.
These suites have in fact much better views than the larger suites, which are strangely looking towards office buildings at the back...?!?

But: astonishingly lousy food and mediocre service! Especially executive lounge service & food felt like a mediocre airport lounge, and really low quality breakfast food in both lounge and breakfast restaurant! The bread was soft like in the cheapest supermarket...
Only Italian Restaurant with good food and good service.

Strange, how much worse regarding food, design and service than for example MO BKK or MO Munich. There must be a major problem in the MO headquarters when the brand is so volatile in its quality....
Really, some online reviews say the food is excellent!

Hotel Review: Mandarin Oriental, Singapore (Club Marina Bay Room) ? The Shutterwhale
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Old Jan 2, 18, 12:47 pm
  #32  
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one should get what one pays for, and discussing that with management has nothing to do with complaining

100% owned: HKG, TYO, LON, BOS, MUC, PAR, excelsior
may sell / redevelop excelsior

jakarta 96.9% owned
geneva 92.6% owned
washington 80% owned

bangkok clearly has good local owner
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Old Jan 2, 18, 1:17 pm
  #33  
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Originally Posted by GodAtum View Post
Especially with food opinions are sometimes different.
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Old Jan 3, 18, 1:25 am
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Originally Posted by deer View Post
Just stayed at MO Singapore.
For my taste, it has the absolutely best Singapore location & really the best possible views from the Marina Bay Club Suites.
These suites have in fact much better views than the larger suites, which are strangely looking towards office buildings at the back...?!?

But: astonishingly lousy food and mediocre service! Especially executive lounge service & food felt like a mediocre airport lounge, and really low quality breakfast food in both lounge and breakfast restaurant! The bread was soft like in the cheapest supermarket...
Only Italian Restaurant with good food and good service.

Strange, how much worse regarding food, design and service than for example MO BKK or MO Munich. There must be a major problem in the MO headquarters when the brand is so volatile in its quality....
Surprised to hear this as I thought the club lounge F&B was one of the few positives of the hotel. Maybe they have regressed. Haven't stayed there since 2016 and don't plan to go back.
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Old Jan 3, 18, 10:49 am
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Originally Posted by FlyerEC View Post

Oh dear , what happened ?




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).

Upon booking, the first check-in and check-out I made it clear that I wanted a harbour view suite on floors 10+. Upon our original check out I was explicitly assured that this would not be a problem. Roll on to the second check in where we were given a suite on the fifth floor that would be more aptly described as the "parking lot view suite" or the "no view suite" as opposed to "harbour view suite". Any short of imaginable view was blocked - which essentially ruined my plans for ringing in the new year from our suite. Having lived in Britain a number of years I usually suffer in silence but this time I expressed both my disappointment as to the hotel completely misrepresenting the suite but also breaching their assurances to me. I asked to speak to a more senior member of management (i.e. the GM) which wasn't afforded to me (in fact when I later requested the GM's details so I can write to him, I had to pass a mini-interview in relation to why I wanted to get in touch with him).

They offered us 2-3 alternative options; a city view suite on the 8th floor and a couple of harbour view rooms on low level floors. Two hotel employees admitted that the harbour view room on the 6th floor would be the better option for us - which we took albeit the triple room downgrade (after trying to see whether the FS, UP or the Pen would have any rooms available that would be acceptable - they didn't) . Of course, this particular room was miles away from the suite that I had paid for and was promised (including "commanding picture-postcard views of Victoria Harbour" as per their website). External/street level noise was also an issue as I suspect the hotel is not soundproof (in fact we woke up on new year's day by a demonstration on the harbour).

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.
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Old Jan 3, 18, 12:56 pm
  #36  
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Originally Posted by Zephyrous View Post
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.
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.
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Old Jan 3, 18, 2:03 pm
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Originally Posted by bhrubin View Post

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.
And there we go... spot on.

Granted I rarely stay at MO, but out of the 5 or 6 properties I have been, none of them were flawless -- clearly the opposite actually. And in every instance service recovery was painful and stingy. The only exception being MO BKK, but that was due to Amanda Hyndman and her excellence.

And just when I saw what seemed to be a hint of grace, they start making demands... yes I am looking at you, MO Munich.
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Old Jan 3, 18, 2:14 pm
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With MO (and similar to Peninsula), I generally find the Asian properties a lot better than those in the U.S. or Europe (though there are some mediocre ones as well like Singapore). Aside from Bangkok (which certainly has improved a lot in recent years), I've had excellent stays at MO Tokyo and MO Taipei. I agree that as a whole, the chain is not as consistent as other luxury brands like Four Seasons.
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Old Jan 3, 18, 2:28 pm
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Originally Posted by Five Star Traveller View Post
With MO (and similar to Peninsula), I generally find the Asian properties a lot better than those in the U.S. or Europe (though there are some mediocre ones as well like Singapore).
It is not hard to run a decent hotel in Asia, so your statement regarding service standards is probably true for every hospitality group -- most of them struggle in the Americas, while Europe and especially Asia are easier. As you say, MO is inconsistent and even more so after the first two years post opening, when the usual 'honeymoon' period is over...

My favorite in Europe is still MO Barcelona, which just shines throughout and keeps getting better. Bodrum declined right on time after the first two years (plus heard some horror stories), Geneva is solid but can't live up to FS Bergues' excellence there, London will hopefully be better after the renovations but not in the top 3 of that market, I have high hopes for Madrid post renovations (especially since Madrid lacks a high end option), Marrakech is OK... (discussed extensively here), Milan and Paris are both successful although I am not particularly fond of them, Prague is declining and Munich is probably the best hotel in town, although a very proud hotel to say the least -- don't think I will be back there for a while.
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Old Jan 3, 18, 4:18 pm
  #40  
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Originally Posted by bhrubin View Post
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 View Post


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.
What poor responses from MOHK . Shocked !

Zephyrous you must write into the GM , even though I have not .

At least , for us , they did but it was indeed a major inconvenience shuttling from one suite to another , although on the opposite corner of the same floor with views

I , have just emailed on of my long serving MOHK staff & had a quick response for other MO properties . In recent years , the senior management in particular have changed rather frequently in MOHK . Wonder if this is a cause of issues here , seems like the staff have been adversely affected too with changes in management directions / styles , etc . In recent years , I have not been in contact with the GM myself , sometimes the Hotel Manager ,
MOs are not like Amans where the GMs are truly handson - well , let me rephrase - the GMs especially from AZ days ..

So , you should try stay at certain MOs again , bhrubin included ( hope you have seen my pm )
Am possibly in MOBKK & MOHK again soon

Happier 2018 !
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Last edited by FlyerEC; Jan 3, 18 at 6:18 pm
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Old Jan 3, 18, 4:27 pm
  #41  
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Originally Posted by GodAtum View Post
On my last visit to the MO DC, i stayed in a club room with access to the Club lounge. However I had to check-in/out in the main lobby and wait about 5 minutes, but according to their website I should have done that in the Club lounge. Should I complain?
Umm... no.
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Old Jan 3, 18, 5:19 pm
  #42  
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Originally Posted by Zephyrous View Post

They offered us 2-3 alternative options; a city view suite on the 8th floor and a couple of harbour view rooms on low level floors. Two hotel employees admitted that the harbour view room on the 6th floor would be the better option for us - which we took albeit the triple room downgrade (after trying to see whether the FS, UP or the Pen would have any rooms available that would be acceptable - they didn't) . Of course, this particular room was miles away from the suite that I had paid for and was promised (including "commanding picture-postcard views of Victoria Harbour" as per their website). External/street level noise was also an issue as I suspect the hotel is not soundproof (in fact we woke up on new year's day by a demonstration on the harbour).

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.
Not petty at all. You booked the room you wanted and weren't given it. I would have been furious like bhrubin. My last experience at this hotel was similar to yours. A very special occasion but no opportunities for an upgrade. We were given exactly what we paid for and then less with service lapses with said special occasion. Our service recovery was the yellow label base Ruinart. Did you get the same?

Their hotel has a bad attitude to anyone who isn't in HK Tatler. The past GM didn't even have the courtesy to reply to my letter or email. I think of the big 3 or 4 HK hotels, I'd give my money to Marcel from TUH everytime. He's quite caring and actually listens to concerns.
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Old Jan 3, 18, 6:03 pm
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Originally Posted by Zephyrous View Post



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).

Upon booking, the first check-in and check-out I made it clear that I wanted a harbour view suite on floors 10+. Upon our original check out I was explicitly assured that this would not be a problem. Roll on to the second check in where we were given a suite on the fifth floor that would be more aptly described as the "parking lot view suite" or the "no view suite" as opposed to "harbour view suite". Any short of imaginable view was blocked - which essentially ruined my plans for ringing in the new year from our suite. Having lived in Britain a number of years I usually suffer in silence but this time I expressed both my disappointment as to the hotel completely misrepresenting the suite but also breaching their assurances to me. I asked to speak to a more senior member of management (i.e. the GM) which wasn't afforded to me (in fact when I later requested the GM's details so I can write to him, I had to pass a mini-interview in relation to why I wanted to get in touch with him).

They offered us 2-3 alternative options; a city view suite on the 8th floor and a couple of harbour view rooms on low level floors. Two hotel employees admitted that the harbour view room on the 6th floor would be the better option for us - which we took albeit the triple room downgrade (after trying to see whether the FS, UP or the Pen would have any rooms available that would be acceptable - they didn't) . Of course, this particular room was miles away from the suite that I had paid for and was promised (including "commanding picture-postcard views of Victoria Harbour" as per their website). External/street level noise was also an issue as I suspect the hotel is not soundproof (in fact we woke up on new year's day by a demonstration on the harbour).

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.
What category of suite did you book? I apologize if I have missed this information, but I am curious as to whether in this case you had booked a category that guaranteed a particular view, or if multiple possible locations and views were present within the category booked. Some of the lower suite categories do not guarantee a particular view. You have mentioned “Harbor View” above, were you confirmed in a harbour view category?

If you were actually downgraded, how was the room rate changed? If there was no downgrade, but the hotel did not honor your request for a specific view and high floor location within the same category that is somewhat different.
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Old Jan 3, 18, 6:10 pm
  #44  
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How late was the second incident? Upper House did have some very, very last minute availability albeit in the Upper Suite that was going for HKD 25,000++ for the night. It was subsequently sold out for NYE but it was available on the 30th.

I think proper service recovery from MO is in order.
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Old Jan 3, 18, 6:33 pm
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Originally Posted by chinmoylad View Post
How late was the second incident? Upper House did have some very, very last minute availability albeit in the Upper Suite that was going for HKD 25,000++ for the night. It was subsequently sold out for NYE but it was available on the 30th.

I think proper service recovery from MO is in order.
It is still unclear to me what has actually happened. Zephyrous mentions having told the hotel that he/she “wanted a harbour view above 10th floor,” but does not specifically state that a Harbour View Suite, or any other category that guarantees a harbour view was booked and confirmed.

However, if a lower category was booked, some categories can have different views including partial harbour views, but such is not guaranteed if booking those categories. The hotel has recategorized some of its suites in recent years.

I actually love this hotel, and have never had a bad experience there. I can’t imagine a guest booking a Harbour View Suite and not getting it. I apologize if I am missing something here, but it sounds like the guest was requesting a specific view, or possibly an upgrade (Virtuoso is mentioned), in which case the suite provided could have been the category booked, and no compensation or service recovery would be due.


Last edited by MikeFromTokyo; Jan 4, 18 at 1:06 am
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