My journey in Island Shangri-La Hong Kong. Thanks for your patience to read it all, ignore my typo as is 7am now:) This is my first trip in your group, and i would say….. impressed me!! Everything start from the moment when we drop off, your staff quick to approach to us and check what we needed, he then grab our luggage which make us easier to step in. “Wow!! “ this is the first word from us, Christmas is coming and the decorations make me feel we are part of the crystal ball. Under covid, everyone is not easy, especially hospitality industry likes yours, we know, we’ve stayed for staycation in few diff hotel before, and the experience totally not like this time. Maybe cause of this trip is about pre celebration for my birthday as well as my 2nd pregnancy, haha. I would say pregnancy woman is quite sensitive and your staff really make us like a family member and we were welcomed to be here. The whole check in process is smooth, i think, because i went to take pictures to ‘Tony’ with my big boy and everything just handled by my husband. Then, the first met with your Client Relation Manager- Nicole. She is a cute, sincere and touching lady. She come to us, greet myself and ask the name of my son, she gave my boy a little gift and told us how Shangri-La would like to welcome us. I am working in Client Relations Centre for certain years, for me. service is really from heart and client centric, which she really showing this!! She a little bit share herself and express her true smiles to us. A moment later, she introduced us Hailey, another sweet girl and I can see Nicole is a good mentor which she is happy to share and demonstrate how she build relationships with clients to Hailey. We were told that been arranged to a lovely room (really humble word form her) and it actually SURPRISED me for this LUXURY room. I am glad to have this upgraded and have pleasures to enjoy this renovated room, different feeling from your classic one, we know because we have another 2 families to stay in the classic Victoria design rooms during this stay. When my son open the door, I can see the effort that your team paid for, very nice decoration, beautiful bouquet, elegant and modern design of the room which totally amazing me. Nicole and Hailey bring us a camera to capture the special moment for us, and Nicole is very sweet to suggest to use my self phone to take some family photos for us as well, she even taught us how to pose and adjust the lighting accordingly. She introduced us everything and I can see she is really proud of she can be one of your group, your hotel and your team, true service from her heart. She let me know how they prepare the night before and how to cooperate with my hubby secretly, she gave all credits to my hubby, haha. She is lovely. She then reminded us about the hour of lounge which we can have a coffee first. Joyce, is another great staff for me during my first day, we first met in Horizon Club and she take good care of our family, i heard that one of the client in the club asking her about detail of different cocktails when the cocktails hours almost gone, or actually is gone when she tidying up tables. She then explains the details and gave the guy recommendations patiently, she is still showing her welcome to the client, she is doing great. There is another lady and a gentleman in the Horizon club which make me feel warm, when they see my big tummy, they then quick to ask if I need a cushion to support my back, oh yes, i need it indeed. They assisted to arrange us 3 tables nearby for our 3 families and approach us in a timely manner to have a chit chat with us also see is there anything we needed. ‘see you later’ is a great word make me feel warm and truly welcomed, everyone say to me in your club, under the masks we can still feel her passion and how they enjoy their work. Alright, its time to wake my family and start my 2nd day (last day of this trip) now, will keep you posted after my lunch buffet in Cafe TOO :)