Gloucester Luk Kwok Hong Kong — Hotel in Hong Kong

My 75-year-old mother and I stayed in this hotel, and the temperature in Hong Kong was around 35°C. The room was freezing cold, and strong wind. I adjusted the temp from 26°C to 28°C to 30°C, then finally try to turn it off. However, we still felt cold, and the wind was too strong, blowing cold air throughout the room. Obviously the aircon was broken. My mother started feeling a headache and discomfort. ||||After a hot shower, she felt a bit better, and it was already past 10 p.m. Around midnight, she couldn't bear it anymore. The wall above the headboard was blowing cold air directly onto the pillow, causing her severe headaches, making it impossible to sleep. I had to go downstairs and find the employee on duty, Sunny. Sunny was quite responsible; after checking the room, he confirmed that the air conditioner was malfunctioning and couldn't be turned off, and the room temperature was indeed very low. He immediately brought us extra blankets and a heater, and coordinated a room change.||||In the new room, we could finally control the air conditioner and turn it off, but the temperature was still not very high. We had to use the heater all night. My mother, who had already endured more than three hours of cold and wind, couldn't sleep at all due to her hypertension and heart disease. In the morning, she was still shivering and had a severe headache. This directly led to us canceling all of our plans for the day, and my mother had to stay in bed to recover.||||What angered me was the attitude of the hotel management when I formally reported the issue the next morning. The Assistant Front Office Manager, Oscar Ha, was cold and unfeeling throughout the conversation. I requested some painkillers and a blood pressure monitor, but Oscar indifferently stated that the hotel had no blood pressure monitor or painkillers and could only assist by calling an ambulance if needed. Then, he came to our new room with a staff member carrying a temperature measuring device. After measuring, they said there was no problem—the room wasn’t cold and there was no wind. Of course, this was the new room where the air conditioner had been off all night, and we had the heater on. Even then, the measured temperature was only 25°C. I mentioned that the issue was with the previous room, so he sent someone to check it and reported that it was 22°C, which he said was within the acceptable indoor temperature range set by the Hong Kong law, so there was no problem at all. He completely ignored the fact that the air conditioner couldn't be controlled or turned off and kept repeating that the hotel bore no responsibility. I asked whether 22°C was appropriate for a 75-year-old to sleep in overnight, especially when cold air was blowing directly onto the pillow from the wall above. Even for me, I couldn’t tolerate it after ten minutes. He evaded the question and mechanically repeated the same line: 'With all due respect, there's nothing we can do.'||||I realized there was no point in continuing the discussion with Oscar, who speaks and acts as an emotionless AI. From the beginning, I hadn’t requested any compensation, but he insisted that the hotel was not at fault and refused to offer any support which pissed me off. So I asked to escalate the issue to the hotel management and reserved the right to file a complaint with the Hong Kong Consumer Council and other relevant agencies. Oscar said that he was the highest authority in handling guest complaints at the hotel and that any escalated complaints would end up with him. He advised me to go ahead and file a complaint with the Consumer Council, but reiterated that according to Hong Kong regulations, 22°C is within the legal indoor temperature range.||||I have formally lodged a complaint with the Hong Kong Consumer Council against this hotel. I find it difficult to understand how a service-oriented hotel can treat its guests this way. If you are considering staying at this hotel, I suggest you...

My 75-year-old mother and I stayed in this hotel, and the temperature in Hong Kong was around 35°C. The room was freezing cold, and strong wind. I adjusted the temp from 26°C to 28°C to 30°C, then finally try to turn it off. However, we still felt cold, and the wind was too strong, blowing cold air throughout the room. Obviously the aircon was broken. My mother started feeling a headache and discomfort.

After a hot shower, she felt a bit better, and it was already past 10 p.m. Around midnight, she couldn't bear it anymore. The wall above the headboard was blowing cold air directly onto the pillow, causing her severe headaches, making it impossible to sleep. I had to go downstairs and find the employee on duty, Sunny. Sunny was quite responsible; after checking the room, he confirmed that the air conditioner was malfunctioning and couldn't be turned off, and the room temperature was indeed very low. He immediately brought us extra blankets and a heater, and coordinated a room change.

In the new room, we could finally control the air conditioner and turn it off, but the temperature was still not very high. We had to use the heater all night. My mother, who had already endured more than three hours of cold and wind, couldn't sleep at all due to her hypertension and heart disease. In the morning, she was still shivering and had a severe headache. This directly led to us canceling all of our plans for the day, and my mother had to stay in bed to recover.

What angered me was the attitude of the hotel management when I formally reported the issue the next morning. The Assistant Front Office Manager, Oscar Ha, was cold and unfeeling throughout the conversation. I requested some painkillers and a blood pressure monitor, but Oscar indifferently stated that the hotel had no blood pressure monitor or painkillers and could only assist by calling an ambulance if needed. Then, he came to our new room with a staff member carrying a temperature measuring device. After measuring, they said there was no problem—the room wasn’t cold and there was no wind. Of course, this was the new room where the air conditioner had been off all night, and we had the heater on. Even then, the measured temperature was only 25°C. I mentioned that the issue was with the previous room, so he sent someone to check it and reported that it was 22°C, which he said was within the acceptable indoor temperature range set by the Hong Kong law, so there was no problem at all. He completely ignored the fact that the air conditioner couldn't be controlled or turned off and kept repeating that the hotel bore no responsibility. I asked whether 22°C was appropriate for a 75-year-old to sleep in overnight, especially when cold air was blowing directly onto the pillow from the wall above. Even for me, I couldn’t tolerate it after ten minutes. He evaded the question and mechanically repeated the same line: 'With all due respect, there's nothing we can do.'

I realized there was no point in continuing the discussion with Oscar, who speaks and acts as an emotionless AI. From the beginning, I hadn’t requested any compensation, but he insisted that the hotel was not at fault and refused to offer any support which pissed me off. So I asked to escalate the issue to the hotel management and reserved the right to file a complaint with the Hong Kong Consumer Council and other relevant agencies. Oscar said that he was the highest authority in handling guest complaints at the hotel and that any escalated complaints would end up with him. He advised me to go ahead and file a complaint with the Consumer Council, but reiterated that according to Hong Kong regulations, 22°C is within the legal indoor temperature range.

I have formally lodged a complaint with the Hong Kong Consumer Council against this hotel. I find it difficult to understand how a service-oriented hotel can treat its guests this way. If you are considering staying at this hotel, I suggest you...

The room is small, is old but not that old. Overall still clean and comfortable. They provide spare pillows inside the cupboard which is one thing i like, you dont have to call and ask them for extra pillows. The water provided is canned, only 310ml each which is definitely insufficient. Housekeeping only does the bare minimum, perhaps the room is too small. They dont provide the small round make up mirror. I like that the curtains can be fully close and a mini light below the fridge but not too bright at night. And they have the cable connecters for USB and Type C beside each side of the bed.

The hotel has two doors facing two streets, what i do not like is they do not have people at the door most of the time to open the doors for you. No they do not have automatic door and the door is heavy. I was carrying the luggage up and down the stairs myself during the check in and check out.

And because i had checked out early, to use the toilet i have to go to level 2, their in house restaurant. The lady turned her face looking annoyed when she realized i was there for toilet and not dinning. Hospitality wise i think this hotel needs leap and bounds.

The location is truly awesome. Express bus A11 is right outside the hotel, a 2min walk. 7-11 is within 5 mins walk. Wan Chai train station exit A1(No lift) is also walkable in 5mins. If you are like me, carrying tons of luggage, turn right to wait for the airport bus. The traffic is lighter and easier to cross the road. The cost...