8/10 Good
Yau ken
27 Sept 2025
Liked: Staff & service, property conditions & facilities
Our stay started with some challenges, but the hotel made every effort to turn things around.
Check-in was delayed well past the guaranteed 3 pm time, and by 5 pm we were still waiting to get into our room. After approaching the reception multiple times, we were finally given access, though no one had contacted us directly when the room was ready. Unfortunately, the room’s cleanliness wasn’t up to standard, with hair, crumbs on the floor, and a dirty refrigerator.
At this point, I returned to reception and asked if an upgrade was available, even at additional cost. To their credit, the staff handled the situation very well and moved us into a complimentary suite. They also surprised us with champagne in our room to celebrate our anniversary, which was a thoughtful touch.
Although we felt that the first day was lost due to these issues, the way the hotel responded made a significant difference. From that point on, our holiday went exactly as we had planned, and we were able to relax and enjoy our stay.
Overall, while the start was rocky, the service recovery and gestures from the staff left us with a positive impression.
Yau ken
Stayed 10 nights in Aug 2025