It is great pleasure taking care of you and thank you for sharing your appreciation towards our location, cleanliness and harbour view room. However, I am sorry that some of the other aspects of your stay did not meet with your expectations.
I have highlighted your comments to Front Office Manager in which focus trainings will be conducted for our team members to ensure that our guests are given the highest quality of services. We usually receive positive comments about our staff and how helpful and friendly they are, however I apologise for your unpleasant experience.
Our air-conditioner is adjustable and does have an individual temperature control in the room to adjust to your needs. We do suggest to ensure that your air conditioner is set with fan mode which helps to lower the humidity in room. I am sorry that this affected your stay with us. Alternatively we do have air-purifiers available, you can feel free to call us for assistance next time and we would be delighted to do so upon receiving your call.
Thank you again for your comments. We will be more than glad to welcome you back on your next visit to Hong Kong.
Thank you very much for posting a comprehensive review of your experience and your appreciation with our location.
I apologise for the inconvenience of the smoking smell, however all guest rooms at out hotel are non-smoking. Notable non-smoking signage is displayed in room to inform any guest who smokes in the rooms or public areas will be charged HK$3,000 as the cleaning fee.
Regarding the condition of the curtain, I have informed our Housekeeping team to follow up and carry out rectifying action if necessary. Please rest assured that we does on going checks and inspections of the rooms to ensure our cleanliness standards, however I am sorry if you were let down on this occasion.
For the voicemail, I am sorry for the inconvenience caused and the situation was not being solved swiftly. I have informed our engineering team to check and follow up as well as handle the case swiftly next time. For the TV signals, please also feel free to contact our staff so as to offer immediate assistance to you.
Our elevator system was designed for higher efficiency and performance. However, the direction of lift is restricted by the design and the building configuration of the hotel. It is regrettable that we are unable to make change. Yet, we will review the level directory so as to indicate clearer the levels that can be reached by each lift.
I regret to hear that the service from our staff did not meet with your standard. We usually receive positive comments about them, however I apologise that you were not met with this same expectation. I have passed your feedback to the team for improvement.
Thank you again for choosing to stay with us. We take on board your concerns and will ensure to address these with the team in order to improve our customer experience. We look forward to welcoming you back again for your next trip to Hong Kong.