Motto by Hilton Hong Kong SoHo — Hotel in Hong Kong

Posting this for my brother’s terrible experience at this location. There were BED BUGS, and it was poorly handled!! AVOID THIS PLACE ——— my brother’s experience ——— I am sharing my extremely disappointing experience at the Motto by Hilton Hong Kong SoHo in the hope that it serves as a reference for other travelers. I checked into this newly opened Hilton Group hotel on September 29, 2025. On the first night of my stay, I rested on the bed without wearing pajamas and after some time, I began experiencing itching symptoms. The next morning, noticeable red spots appeared on the left side of my upper body, accompanied by intense itching. I reported the situation to the hotel staff at noon that same day. Due to a tight schedule, I sought immediate medical attention at an emergency department upon returning to mainland China on October 1. The following day, I visited the dermatology department of the Fifth Affiliated Hospital of Sun Yat-sen University for a professional diagnosis. The doctor confirmed insect bite dermatitis (multiple papular rashes on the left upper limb and chest). The symptoms have since developed into extensive papular patches with severe itching, significantly impacting my health, work, and daily life.

What made the situation particularly unacceptable was the hotel’s handling of the matter: When I first reported the issue, the hotel insisted that I obtain a diagnosis from a Hong Kong government hospital, showing no consideration for my tight schedule. After being informed that public hospitals would require long waiting times, they suggested I visit a private hospital instead but failed to clarify responsibility for covering medical expenses. It was only after repeated communication that they reluctantly agreed to accept a diagnosis from a mainland hospital. After I provided all medical records and expense receipts, the hotel initially offered only 10,000 Hilton Honors points as an apology (a one-night booking on the official app requires 30,000 points). Recently, they contacted me again and increased the compensation to 30,000 points but still made no mention of covering actual expenses such as accommodation fees or medical costs.

As a newly opened Hilton Group hotel in 2025, the occurrence of such basic hygiene issues is unacceptable. What’s even more shocking is the insincere customer service provided. I expect the hotel to take full responsibility rather than offering merely symbolic compensation. I strongly advise travelers to exercise caution when considering this hotel until it demonstrates improvements in hygiene standards and customer...

Hilton Is Launching a "Hostel-Style" Concept Now?​

In recent years, major hotel groups have been actively developing mid-scale lifestyle brands to attract younger travelers. Marriott introduced the energetic Moxy, Hyatt rolled out the socially oriented Caption, and IHG launched the wellness-focused EVEN. Hilton, which has been slower to move in Greater China, finally unveiled the Motto by Hilton Hong Kong SoHo in September, marking the brand’s first property in the Asia-Pacific region.

It’s worth noting that Hilton has faced clear challenges expanding in mainland China, with limited market presence, and its footprint in Hong Kong has been particularly thin. Looking back, the Hong Kong Hilton was a landmark global flagship in the 1960s, but the site has since been replaced by the Cheung Kong Center, with little trace of its former glory. Today, apart from the dated and poorly maintained Conrad Hong Kong, the city only has one Hilton Garden Inn in Mong Kok still in operation. While the new Motto carries symbolic significance, its hostel-like experience falls short in practice.

The opening of Motto by Hilton Hong Kong SoHo feels less like a true brand innovation and more like a superficial makeover of an existing property. The room layout and spatial design closely follow the former Holiday Inn Express framework, yet the hotel is priced nearly double what it once was. The brand premium is noticeably disconnected from the actual guest experience. The so-called “lifestyle” and “urban trend” positioning only scratch the surface visually, without translating into real comfort or convenience. In essence, this Asia-Pacific flagship is little more than a rebranded Holiday Inn Express, long on concept, short on substance. The market, however, is not easily fooled. A pricing strategy this detached from real value will eventually be tested by consumer choice.

Looking ahead, the first mainland China location in Qingdao is set to open in June 2026. If it follows the same renovation approach and pricing model as the Hong Kong property, it may struggle in the more competitive and discerning mainland market. Real brand vitality doesn’t come from new labels or clever storytelling, but from understanding local needs and respecting the essence of a good stay. When it comes down to it, the core demand for mid-scale hotels is simple: a comfortable night’s sleep. If brands can’t deliver on that basic need, they shouldn’t expect guests to pay inflated prices for a...

I am sharing my extremely disappointing experience at the Motto by Hilton Hong Kong SoHo in the hope that it serves as a reference for other travelers.||I checked into this newly opened Hilton Group hotel on September 29, 2025. On the first night of my stay, I rested on the bed without wearing pajamas and after some time, I began experiencing itching symptoms. The next morning, noticeable red spots appeared on the left side of my upper body, accompanied by intense itching. I reported the situation to the hotel staff at noon that same day.||Due to a tight schedule, I sought immediate medical attention at an emergency department upon returning to mainland China on October 1. The following day, I visited the dermatology department of the Fifth Affiliated Hospital of Sun Yat-sen University for a professional diagnosis. The doctor confirmed insect bite dermatitis (multiple papular rashes on the left upper limb and chest). The symptoms have since developed into extensive papular patches with severe itching, significantly impacting my health, work, and daily life.||||What made the situation particularly unacceptable was the hotel’s handling of the matter:||1. When I first reported the issue, the hotel insisted that I obtain a diagnosis from a Hong Kong government hospital, showing no consideration for my tight schedule. After being informed that public hospitals would require long waiting times, they suggested I visit a private hospital instead but failed to clarify responsibility for covering medical expenses. It was only after repeated communication that they reluctantly agreed to accept a diagnosis from a mainland hospital.||2. After I provided all medical records and expense receipts, the hotel initially offered only 10,000 Hilton Honors points as an apology (a one-night booking on the official app requires 30,000 points). Recently, they contacted me again and increased the compensation to 30,000 points but still made no mention of covering actual expenses such as accommodation fees or medical costs.||||As a newly opened Hilton Group hotel in 2025, the occurrence of such basic hygiene issues is unacceptable. What’s even more shocking is the insincere customer service provided. I expect the hotel to take full responsibility rather than offering merely symbolic compensation.||I strongly advise travelers to exercise caution when considering this hotel until it demonstrates improvements in hygiene standards and customer...