Rated 3 out of 5 by Esmee32 Great room, but customer service needs more training
I was traveling back to USA from Guangzhou and needed to make a stop in Hong Kong for two nights to meet with friends before getting on the plane. When I booked the hotel at first, I was little apprehensive about the location as I was deeply worried about having to haul heavy luggage from Hung Hom MTR station to the hotel and then from the hotel to the airport as well as the expensive taxi fares. Also, I thought meeting with friends in Kowloon might be a hassle. But since many hotels of the same quality in the city would cost about 40% more, I decided to take a chance because I wanted to take advantage of my SPG Gold benefits.
When I arrived at Hong Kong, I was rather surprised at how easy it was to get to the hotel. The taxi ride from Hung Hom to the hotel only took about 25 minutes with noon traffic, and the fare was only HKD$160. The front desk was rather busy at the time, and when it was my turn to check in, I requested a room upgrade from a standard room to a deluxe ocean view room since I was entitled to free room upgrades (if available) for being an SPG Gold member. However, I was told that the deluxe ocean view rooms were not available at the time. And so instead of being offered to upgrade to similar room type, I was hurriedly placed in a standard room with a partial ocean view. Although the room looked great for a standard room, this was not what I had asked for. I've worked in five-star hotels in Switzerland when I was younger, and one of the first rules of customer service is if the customer asks for something which you do not have available, offer something else of equal or greater value instead of simply denying the request or offering a downgrade. If I was told that ALL deluxe rooms were booked, then it would have been an acceptable explanation. I was partially at fault for failing to ask such a question, but I feel that alternative offers should have been extended to me.
The room itself was very clean and modern, and the view was nice. It certainly beats any other standard room in the city for the same price. However, I was still a little bothered by the denied request, and I told my husband (who was in the States) about the incident as I was showing him the room in a video chat. Since he helped me book the reservation, he was more upset than I was. Immediately, he got online and attempted to book a deluxe room for the same dates through starwoodhotels.com to see if they were available, and there were. So he phoned the hotel to find out what was going on since I was not able to upgrade at the front desk. In the 13 minute phone call, the answer he received was that the ocean view deluxe rooms were not available and that I was assigned to the best room for being an SPG Gold member, which made no sense because I would have been upgraded to a BETTER room had those been available. He then asked if the hotel was fully booked such that all deluxe rooms were not available for upgrade. And the answer he got was there was nothing that can be done since I had already checked in and been assigned a room. First of all, that did not answer the question that was asked. Secondly in response to the answer received, why then was I not offered an alternative upgrade before being checked into a standard room? My husband urged me to stop by the front desk to see if a deluxe room would open up for my second night of stay. But at that point, I did not think it was worth the hassle any longer, and I did not want to create a scene.
The stay at the hotel was great and free of problems except for the lack of upgrade. But honestly had I known that I would not have been able to get a free room upgrade, I probably would have paid a little extra to stay in the city for the convenience. I don't think I was making unreasonable demands. Had I been told that the rooms were fully booked, it would have been perfectly understandable, but this was evidently not the case, My husband said he couldn't decide whether the gentleman he spoke to on the phone could not fully understand our concern (he stuttered quite a bit when speaking in English) or whether he was intentionally avoiding the questions in order to end the phone call. I personally don't think the staff had bad intentions, but a little extra training will go a long way.
July 18, 2016
Rated 5 out of 5 by BHG611 Excellent offer reasonably priced
To celebrate my friend's birthday, I booked a deluxe ocean view room for two nights. We had a great time. The complimentary drink offered at PSI is nice, to my surprise complimentary food platters are served. Also, the buffet is up to standard. The room is spacious with very comfy bed and pillows.
To say a few words about improvement, I would like to have SPA and other interesting classes. Plus, shuttle between hotel and Ocean Park or other good tour spots would be very nice.
Overall, I am very satisfied.
June 11, 2016
Rated 1 out of 5 by AZ618 This hotel room is very uncomfortable
First when checking into the room, the temperature setting in the room was too cold to sleep with under 20 degree in early Spring season?! The room was so cold and humid that feeling like sleeping in a humid bed which was very uncomfortable. Furthermore you could find a lot of dust on phone and table, toilet was dirty too, very uncomfortable stay experiences.
May 9, 2016
Rated 3 out of 5 by Andy0621 Reasonable price but not a quality of "Le Meridien" or "category 4".
This is my first time to stay at this hotel because it is kind of remote to CBD of Hong Kong.
Let's me list out pros and cons:
Location: extremely good location if you want to get some fresh air outside HK CBD. Right next to a shopping mall without too many people so you can play with your big baby stroller without hitting people. I also like the trail walk in front of the hotel. Feel very relaxed when I walk outside
Cleanliness: This is the only SPG hotel in HK with "PURE" room which provides an allergy free environment. I really like it as I am staying with my baby. (Parents like everything to be allergy-free)
Shuttle bus: Free shuttle bus to/from HK station every hour.
Air conditioner: Although i saw there was a controller for air conditioner, it never worked! I tried to set the temperature to 24C but from the thermometer, it was showing 21 C. Both my baby and me were freezing. Luckily I brought a big jacket for my baby.
Breakfast/Staff in restaurant: our package included breakfast. There were too many people but not many seats/tables indoor. Plus, there was not much space between each table. When I sit in and waitress come to ask me for drinks, they actually asked me to get the orange juice by myself. I feel a bit shocked when they replied me in this way. I though they at least provides me a orange juice and refill by myself.
Choice of food is ok but tastes not as good as other SPG hotels. I would definitely not pay for breakfast if it were not included in my package.
Design of room: It looks like the room is pretty old and I highly recommend to renovate it in the future
SPG recognition: I thought as a gold member, i am entitled to upgrade to a better view (at least from mountain view to sea view) but they do not offer me such upgrade when i check in. Feel pretty surprised as I am always get upgraded when i stay at other SPG hotels.
May 4, 2016
Rated 5 out of 5 by AndrewBrooklyn Cool Hotel
I stayed 3 nights at Le Meridien Cyberport and I really enjoyed my stay. Room was comfy (thanks for a nice upgrade), food delicious, and staff really helpful.
May 2, 2016
Rated 5 out of 5 by Nelson333 Splendid Stay in 5* Hotel - Le Méridien
It was just amazing and speechless when you go overseas for holidays and your plans goes accordingly perfect.
The staff were very friendly, great service and even got an room upgrade to top floor with next room level category. The room was very clean and spacious for an Hong Kong Hotel. Also comes with an smart phone for unlimited internet, calls locally and internationally which was very handy. It has made my 2 nights stay, very welcoming and just splendid.
Transportation is very convenient, public buses, taxi, transport is all avaliable. They even have free shuffle bus every hour to Hong Kong Station, which make it very convenient.
I highly recommend this hotel to anyone, that is travelling to Hong Kong for business or leisure.
April 19, 2016
Rated 2 out of 5 by AZ618 Poor SPG recognization
Being SPG Platinum member is always making my travel pleasant at the most SPG hotels. But I am really disappointed with Le Meridien Cyberport this time when check in. They do not provide any room upgrade for platinum members when checking in which surprises me , not even kindly considering either good view or big size room, not even mentioning Suite room as they have only 2 suites of all hotel rooms. If you want to enjoy benefits as platinum members, I don't think you should come to this hotel. Talked to the front desk staff and duty manager on this, the answer is better rooms are all occupied! Do you really believe it? I booked my reservation a few days ago prior to my arrival...Really feel sad with this hotel services and staff attitude, worse than 2 years ago when I stayed in his hotel.
April 10, 2016
Rated 5 out of 5 by Flyingtailor Not long enough
Again a very short stay. Always fast and courteous service at front nice upgrade and great night rest.
March 23, 2016