Holiday Inn Golden Mile Hong Kong by IHG — Hotel in Hong Kong

Good day Management Team of IHG Golden Mile Hotel,

While our stay for my family of 8 was relatively good, there are several areas that need significant improvement:

Room Condition: The rooms desperately need renovations to modernize their appearance. The table and chair are in poor condition, and the beds and pillows are uncomfortably soft. The overall room ambiance feels old and tired.

Wi-Fi Improvement: The Wi-Fi performance is subpar. The in-room Wireless AP at the writing desk is outdated and ineffective. A modern hotel should not have such bulky APs inside the room. The average speed of less than 20MB is inadequate for children's iPad gaming and adult movie streaming.

IPTV: The IPTV streaming quality is poor. The content is often pixelated, and the display is rarely sharp, making it difficult to enjoy movies or TV news.

Toilet: The bathtub should be removed. It's an outdated feature that poses a safety hazard and takes up unnecessary space. The toilet bowl's flushing system is also problematic, giving the impression that waste isn't properly flushed and risking overflow.

IP Phone in the Guestroom: The in-room IP phone is frustrating to use. The operator couldn't hear me clearly, although I could hear her. I was extremely annoyed when two operators raised their voices at me due to this issue. The problem was only resolved after I physically reported it at the Front Desk.

Next, I wanted to take a moment to commend several members of your staff who made our stay remarkably pleasant and deserve special recognition:

Front Desk Staff Abigail: Abigail acted swiftly upon my complaint regarding the poor Wi-Fi connectivity during our stay. She diligently followed up with your IT staff and advised me to connect to the in-room AP at the writing desk. Although the connection slightly improved, her attention to my frustration was greatly appreciated. Abigail’s dedication and prompt response are commendable.

Housekeeping Attendants: The room attendant on Level 4 demonstrated exceptional responsiveness and responsibility. When I mentioned that two rooms needed laundry service, she immediately accompanied me, ensured the laundry was collected, and sent for cleaning. Her proactive attitude and efficiency are qualities that should be encouraged and applauded.

Concierge Team: The Concierge team was consistently helpful and attentive to our requests and needs. They displayed excellent teamwork and cooperation, always ready to assist each other and the guests. Their collective effort and professionalism made a significant positive impact on our stay, and they certainly deserve to be complimented.

I hope this feedback helps in improving the overall guest experience...

Holiday inn Golden Miles used to be my go to stay in place each time I visited HK in the past decade due to its friendly and efficient hospitality team, its location and its restaurant. This is my first time going back to HK after the pandemic, the quality of its hospitality team remains the same but its Chinese restaurant Long Yuen has much degraded. Instead of focusing on the food quality to attract guests, they were trying to cut corner and scam tourists any time they can. First, their starter/appetizer was no longer prepared with care as before, but just a few cashews that could be easily found from a big bag of cashew in grocery store or supermarket and yet they sneakily slide it in, hoping guests would not pay attention and charge them with high markup price. I was caught out of surprise and saw it on my bill, normally I would just tell them that I never used it and they would gladly remove it. Not anymore! Restaurant, if you really want to charge guests for the starters, at least put some effort in preparing them so that your starter stands out and differentiates itself from the normal stuff anyone could get from grocery stores.

Also, in another occasion, I was under the weather and did not wish to have tea but ordered soup instead, the manager "nicely" suggested hot water (that I never wanted) without telling me that the hot water was charged the same price as tea. Granted these were cheap changes compared to the total bill, guests would preferred to be told in advance so that they would not feel like being scammed by the restaurant. If this is the restaurant rule to charge guests tea regardless of whether they want it or not, just spell it out so that they know what they are getting into.

I am very disappointed at the integrity of the managers of the restaurant. This mindset seems to be those of the street people who try to bait and switch tourists but was found inside of a well known hotel chain. Personally, it is not worthwhile scamming guests a few bucks here and there, it is better focusing on the food quality to keep happy guests returning to your place to...

I've stayed at the hotel several times around 10-15 years ago and always came back due to its central location, large rooms and good facilities. My most recent stay, after a 10 year break has been a bit disappointing. The hotel is in need of updating. You notice it when you first arrive via Nathan Road, with the door handles showing signs of wear and tear, and empty shops near the lifts - which gives off a bad message.

I was given a north-facing room (the south-facing ones get barely any sun as they're practically touching Chungking Mansions), it was light and large. The chest of drawers had a problem as the drawers kept opening by themselves. I had to put two pieces of cardboard under the front legs, to raise them so the drawers would stay closed. There was a fridge in my room but it didn't work and although I asked for it to be replaced, and someone came to my room and looked at it, it didn't get replaced.

There's a non-heated pool on the top floor (which I tried once - too cold really to be enjoyable, even when it's very warm outside), and a medium-sized gym. There's also a room with a tiny sauna and what used to be a steam-room although it's been boarded over for years. Would it cost that much to get it replaced and working again?

I had room service meals a couple of times and the food arrived promptly and was good. I tried Hari's bar one evening, the cocktails were good and there was a nice selection of free snacks, although we were the only people in there and there was zero atmosphere.

In the past, the hotel clientele was a mixture of tourists and business travellers. Now it seems much more geared towards families with young children - I was unlucky and for most of my stay next door to me there was a loud and inconsiderate family with very young children, who arrived back at the hotel around 9pm each evening and made noise until around midnight.

Although I have fond memories of this hotel, it's definitely over its glory days and next time I stay in Hong Kong it will be the...