Holiday Inn Express Hong Kong Mongkok by IHG — Hotel in Hong Kong

It has been 5 years since I last visited HK and made sure to head back to HIE Mongkok since I always enjoyed staying at this property before the pandemic.

Arrived at the hotel at near midnight and while checking-in the staff does not seems interested to serve. Even did not acknowledge of the IHG membership and status at check-in.

Late checkout request according to my member tier was not given and he even had the decency to lie to me that they were very full and not able to accede to the late checkout request. BUT at the same time offered to someone else who walked in behind me.

Request for double bed and high floors were also ignored.

Basically the staff really don't seems to care. When i asked about welcome amenity points i was brushed away by the manager (Standing next to the check-in staff) that they don't know anything and it's up to me to find out myself through IHG website.

It was only approaching another staff Stella the next day that she agreed to change the room according to my request. When I enquired about the late check-out with her again she was surprised that the previous staff did not check and authorized the late check-out.

Which brings to the point that the previous staff was lying to valuable loyal guests coming back to the hotel.

Whenever i pass-by the reception area it always seems that the reception staffs don't seems to be bothered by anything. Not even a simple greeting of Hi.. Good afternoon etc...

Something seems to be missing from this property. All my stays with IHG group so far have been pleasant with frontline staffs greeting guests. The only exception seems to be with Stella who takes pride in greeting guest coming in or out.

The male manager in particular seems to be choosing in terms of the kind of customers he serves at the front desk. Certain nationality from the western end of the world seems to have a better service as compared to the rest of the guests.

There should be a review of the frontline team as it seems to me that only Stella seems to be holding on to the team and really making guest feels welcome to stay in this property.

Housekeeping also have rooms for improvements.

There were spiderwebs spotted on the walls and behind of the window ledge which means that the housekeeping team was only interested in cleaning areas where guest can see and touch. Out of Sight = leave it as it is?

At the same time, the soap bottle located inside the shower room were not being topped up. One of the days we came back and found that the soap bottle was actually topped up halfway and the bottles were literally on the floor with the cover un-capped. So, the hotel now expects their guest to help finish and complete the...

This is the second time that I am staying in this hotel, and I would happily recommend it to people for the convenience and quality of sleep that the hotel provides.

However, in my recent stay, I encountered an unfortunate incident of my hotel room lock being faulty, and unable to lock properly.

I checked in past 11pm, and was about to go out around 1130pm when I discovered that the door could not lock, I immediately called the front desk who sent someone to check the door after 10 mins, who was unable to solve the problem and told me to wait. I waited till almost 12 midnight, when I called front desk again, who sent another person. Since I was about to go out, I asked if I could keep my luggage at reception for security. After I came back to the hotel at around 1230am, the front desk told me the door was fixed. I gladly went up to my room, and to my dismay, the door was still in the same unlockable faulty state.

I immediately called front desk and they said they would send another person. At this point, I asked if I could change to another room as I had no idea when the lock could be fixed - the person replied that "but you have already used the room right?" This really infuriated me because it was already 1230am, and I would have expected the hotel to offer me a room change regardless of how much I have used the room! The person also asked me if I wanted someone to fix the door now or tomorrow morning - and I was wondering how could I be expected to sleep peacefully in a room where anyone could get into the room at anyitime??? The hotel then offered me a room of different bed configuration, but I decided to wait and see if the door could be fixed.

The door was finally fixed at around 130am, to which I am grateful to the engineer who tried his best to fix the door fast. However, I am more disappointed that the hotel did not bother to check in the first place whether the door was really '"fixed" in the first place, which wasted time, as well as the responses I got from guest services.

Like I wrote earlier, and like my ratings for the hotel, everything is great at this hotel, and I would be staying here again on my next trip. I hope my unfortunate experience is a one-off incident, and I wrote the review in the hopes that the management can look into improving the guest...

I'm so disappointed for the services and facilities offered by this hotel. This is not a holiday inn that usually provides you quality services at IHG standard, even it is an express one.

I was not provided with any special services even I am a Spire Elite member of IHG Reward Club, there was no upgrade, no welcome fruit, no newspaper, none of the same as I got from other holiday inns.

A weighting scale, for example, is the standard equipment you can expect in any one of Holiday Inns but sorry that you cannot find one in this hotel. You would not be able to know how heavy your baggages to carry along after staying this hotel unless you have your own scale. You may have to take your own risk for excess baggage if you go to airport straight and it will be sure too late to handle such overweight belongings. I have stayed in this hotel a couple of times, and have raised requests to the hotel manager for borrowing a weight scale and every time he made me disappointed.

The breakfast offered by this hotel was so awful. It was arranged by outside contractor, the taste of the food provided was so substandard, it made you doubtful about you're really staying in Hong Kong who bears the reputation as a place of food paradise. In addition, the services offered by the waiter/waitress was so poor. For instance, I was ordered to take in a narrow seat impolitely while I was getting into the canteen with a big backpack and I saw there was a plenty of vacant seats. My request to change a seat was also rejected loudly by the waitress.

The room cleaning lady was also annoying that I experienced a couple of time that she opened my door purposely when I was in the room and have responded the lady not to do so. For the next time, I have demanded to work quietly in the room and have hanged a "Don't Disturb" sign on the handle outside the door but still I got annoying phone call from the front-desk who wanted me to double confirm if I have such demand.

Will I come again? No! If I have...