I held the Peninsula to the highest standard (as it should be) and was disappointed during our stay.

We had the stay and dine package that included 4 meals (lunch, in room dinner, breakfast, and take away afternoon tea). Emailed them one week in advanced to make the reservations of the meal times, only to arrive at the hotel finding that they got all the meal times wrong, and our preferred time is fully booked. The check in itself took 30+ minutes, finally got to the room, and found that it was the wrong room (we asked for king bed and got 2 twin), and took another 45 minute to change to the right room. The staff were polite and apologetic about it, so we didn’t think it’s a big deal.

Lunch and dinner was painfully average, we couldn’t finish half of it because it feels like we are just eating meaningless carb. For breakfast, we got seated without given menus. Finally ordered, and waited more than 30 minute for our food. The people seated after us almost finish their breakfast when we finally got our food! Again staff are apologetic but so far every staff interaction was bumpy and just seemed like it’s a very sloppy operation. Was expecting my take away tea set to be delivered at the time we agreed, waited 45 min, no sign, called and asked, they say it has been at the concierge I need to go pick up. Nobody informed me in advance about it, and nobody check with me after food has been sitting there for more than 30 min.

Room was good, but really focusing on many wrong things. For example room has a printer/scanner machine but no usb speaker, has fruits but no drinking water. Toiletries are the absolute basic kinds feel like they don’t even try. On the other hand, There are 3 identical tablet sets to control in-room electronics, trying very hard to look high tech but really adding very little value.

Check out again was unnecessarily long, because they don’t separate check-in and check-out line, everyone is just all mixed together, and no additional counter when line gets long. Was thinking how I should respond when they ask me the courtesy question “how was your stay?”, but ended up nobody bothered asking.

Overall the stay was ok, but for the peninsula, who pride themselves for top notch service, I was very disappointed by how badly it was operated. Staff were all nice but that’s really not enough to deliver exceptional experience when the operation is a mess. They really need to pull themselves together if they want to save their reputation of being one of the best in Hong Kong. Before they do, I’m staying at MO, Shang, rosewood, Murray, upper house, just not the P.