Marco Polo Hongkong Hotel — Hotel in Hong Kong

I booked a package from Marco Polo website that comes with $1200 dining credits. And it was a disappointment and this package listed on the website clearly has false trade descriptions of services. I do not recommend others to purchase similar package from them again.

On Dec 26th around 4pm, I arrive at the checkin counter and the staff still told me those dining credits can be used in the three listed Marco Polo restaurants (Cucina, Cafe Marco and Lobby Lounge). After checked in, me and my girlfriend rushed to the 6th floor to make sure we can find a table to enjoy dinner before the 6pm (due to covid 6pm dine-in restriction). It was until we got seated at the table in Cucina, the restaurant staff then told us that those dining credits cannot be used between 24th-26th. I called the front desk immediately and by then they told me yes, there are black out dates and today you cannot use it for dine-in. Fine, so I used some of the credits to order in-room service food that night, while expecting I can use the rest of the credits on the 27th in one of the three restaurants.

On the 27th, we decided to go to Lobby Lounge. Before going, I even went to the website and checked what’s on their Alacarte menu. So we went straight to Lobby Lounge around 1:30pm, thinking finally can use the credits to enjoy a nice lunch. At that moment, the restaurant was only half full. No staff was at the reception so I went to the bar and asked whether they serve Alacarte menu and the staff said no. And another staff appeared and said the empty tables I saw are actually reserved so it’s fully booked.

In the end, all the dining credits that they mentioned on the website stating that it can be either used dine-in or room-service, can INDEED have so much limitations and turns out can only be used on in-room service food only.

Three complaints below: Why is there so much inconsistency in telling customers when can use the dining credits? On one hand the checked in staff told me I can use them but did not mention about the blackout dates at all. And the people at the restaurant had to call the front desk to confirm? Shouldn’t there be a standard procedure instructing the staffs to tell customers clearly when these can be used?

Even on non-blackout dates, the credits cannot be used on Alacarte menu in Lobby Lounge due to the fact that Alacarte menu is simply not served all of a sudden? why is this not mentioned in the package? With only the limitation of three Marco Polo restaurant choices to choose from, taking out the Alacarte menu is even restricting customers’ choices. With the restaurant not completely filled at all, it seems to me they only want to discourage customers from using the credits for dine-in, and only want them to use in for in-room service.

The package also mentioned there is a welcome fruit platter. Yes, the fruit platter did arrive 3 hours later after I called and asked about that. But the fruit platter was served with 2 uncut orange with a knife! If you google fruit platter, I don’t think 2 uncut orange is a reasonable expectation. Who would expect a fruit platter like that from a 5 stars hotel? If it’s served like that, why would it be even listed as a item to attract customers? Isn’t this false...

It was a return visit for me after 5 long years ! This time it was with my wife and we just fell in love with this magnificent property which has stood the test of time. I reckon its the Marco Polo team (the people) which has stood this test of time and made it what it is today.

We had requested for an early check in as we were arriving around noon and to our pleasure we were obliged. We were greeted by Zatan & Ahmed from the concierge team and quickly escorted for check in which was an effortless process as they had our details from the last visit which made this process seamless and a breeze while i admired the vibrant refurbished lobby from the last time i was here. We were quickly escorted to our room by Ms. Angela while welcoming us back to the hotel. During our conversation she got to know our return flight and sent a concierge team member back to the reception which looked odd to us ( at that point in time) as we couldn’t understand them as they spoke in Chinese. Once she had checked us in and shown us the room the team member returned with our room keys which were reprogrammed till much later than the regular check out time and Ms. Angela informed us that we could use the room till that day evening as they have extended the check out time for us and the room keys were reprogrammed till the evening. So so thoughtful and what a gesture to get it done the right way the first time around.

While most of our time was outdoors in Hong Kong exploring and embracing its food & culture we did happen to use the lounge a few times during the 2 nights stay. I just cant compliment the lounge staff enough on their attention to detail and the service levels they were providing to all the guests. They too would get it right the first time and never was there a time that they didnt recall our preferences and needs. These are the basics for any service industry and now a days more rare a standard to expect but boy o boy all of them got it right always. Thanks to Simon , Kenny & Andrew for taking good care of us at the lounge as well as Chef Amar Singh for a great curated indian curry breakfast for us with some authentic Parathas(Bread) with Okra and a curry.

I feel its this team which makes Marco Polo what it is today and am sure it will continue strong in the times to come specially till we return back in the near future !!

Thank you Ms. Winnie Sui for this stay and the team you have cant thank everyone enuf with the great memories we have of Hong Kong and your team is...

Edit: At the end of my review, I wrote "If anyone from the hotel is reading this, don't bother replying. I've seen the canned replies on Google reviews..." Your canned reply isn't helping and you have my information. Why not reach out to me directly? Please, don't contact me. I'm not looking for anything. I just want to give a review. :End Edit

If this was a 5-star hotel when it opened, they've done nothing to keep a 5-star experience.

We waited 40 minutes to check in. Once we got to the front desk, it took over 5 minutes to check in. We had confirmed times for dinner with the hotel through email at 6pm. They said the earliest dinner was 630pm. They could not bring dinner at 6pm. I asked for some fruit since we were hungry and dinner was delayed. They brought us 2 uncut dragonfruits with one set of utensils.

We reserved the "activity room" with Nintendo Switch. It says it's up to 4 people. They only have 3 controllers. They only have 2 games.

2 plates at dinner came with plastic wrap covering them. Not a big deal, but how hard is it for a 5-start hotel to take off the plastic before serving? The bread was so hard and stale we made a game out of smashing it to pieces on the plate.

Our room was big but dated. It was a no-smoking room and you could tell people smoked in it and they tried to cover it up. The windows don't open. The bathroom vent didn't turn on. The air con temperature panel didn't seem to actually work. It was either "on" 19C or "off." Moving it to 24C did nothing.

The desk drawer was falling apart. See picture.

The bath tub was moldy. See picture. My wife said, "I won't be using the bath bomb soap this trip." We actually showered when we returned home because showering in their bathroom didn't make us feel clean. The bathroom sink is outside the bathroom and above carpet. Simple washing at the sink got the floor wet. Wet carpet over and over again in a room with no ventilation isn't good.

I would never stay in this hotel again. If anyone from the hotel is reading this, don't bother replying. I've seen the canned replies on Google reviews and many people had similar experiences or even worse than ours. If similar issues are happening month after month, get off Google, buy some bathtub caulk, buy a 4th Nintendo controller, improve your check-in process or at least bring people some chairs while they wait 40 minutes, and fix the room...