Nina Hotel Tsuen Wan West — Hotel in Hong Kong

I stayed for 7 day quarantine and here is my honest review. The pros:

-large room size -harbour view which was nice -welcome pack with some cleaning products -the lady on reception was helpful sometimes

Cons:

-the room was highly outdated. As you can see from the photos there’s mould and damp on the walls and you could smell this when you came in the room. The light fixtures were falling out and rusting. There was damage to furniture. the room would often be damp on the floor and there would be a puddle in the morning. The air conditioning unit was old and I think this was to blame.

The bed was so hard and it was really weird, like a box. It would make weird creaking sounds. The food ranged from pretty bad to inedible. You can see from the photos. On the website it states “ Consider your seven days quarantine stay as a vacation, it will be filled with fun, good food and delightful surprises. Your dining throughout the week will be non-repeating, and freshly produced by our culinary team.”

The good food is definitely false advertising. And it was repeating. It was mainly some salty meat or fish with barely any seasoning with rice. Rice twice a day, everyday. I had better food on the Aeroplane. I ordered out. Until we had friends who arrived in the same hotel and they managed to find out different menus that were on offer that we could choose from. When we called reception we were told we should have been offered this on check in. We were not told anything. Even though we changed from the standard to the western menu the food was still unacceptable and I would describe it as prison food.

the communication in this hotel was awful. We were not told anything, we had to call to ask reception everything. You really feel like you are not cared about and this is just a whole money making process for the hotel. -On the day I arrived I got a notification of my card being charged for the stay. So here was the surprise part, but not delightful. It was more than was on my invoice. When I questioned this at check in they said it was because the price was put up due to the next cycle of quarantine. But I was not informed of this in any way. I was just charged more. I find it highly unacceptable and against my consumer rights to be charged more than the price stipulated on the invoice or without prior notice. There was no clause on the invoice setting out that the hotel reserved the right to change the price based on quarantine cycles.

Another surprise, but again I wouldn’t call delightful was when I arrived they gave me a letter saying they were doing renovation works and I might hear noise from works during the day. I had drilling from the room directly next to me during one day. How on earth could you deal with quarantine and the sound of drilling, I do not know. And how could they allow drilling when you can’t even leave the room. I also do not know how workmen are allowed inside a quarantine hotel when they are not technically hotel staff. Disgraceful.

I am pretty shocked that this is a 5 star hotel when hotels like the Kerry, the W, the Rosewood and the peninsula are in the same rating. This is not comparable to those hotels in any way. I’ve stayed in better 3 star hotels.

Unfortunately, due to the quarantine hotel situation it’s almost impossible to choose a hotel that you want, it’s a fight for a room. However I managed to get a room here and thought it was be a safe bet being 5 star but sadly I was disappointed. It wasn’t even 4 star standard. I would say it was 3 star. I would not recommend this hotel for the extortionate amount we had to pay. I left feeling the hotel is taking advantage of the fact that you have no choice but to stay here and so It is getting away with giving you a sub par room and sub par food. I’m actually surprised with the amount of positive reviews here and I would say the negative ones are honest and accurate. Don’t recommend neither for quarantine nor to stay for holiday unless they lower the price drastically or have a major renovation. I feel ripped off...

Honest opinion after 1 year of stay.

I have been living on different floors of the hotels (11/f, 37/f, 67/f). With all the positive reviews, I can agree with most of them: great view, grand and luxury design, stays are quiet and comfortable 80% of the time, friendly/attentive staff, good management, safe and secure (scanning your room card is required in order to operate the elevator to your designated floor). Hotel location is great - you are one elevator away from 5-6 shopping malls linked to one another. Speedy elevator arrives quickly and travels from ground to 41/F (lift lobby for higher floors transfer) in 10 secs vice versa. Our room is spacious enough for two and to store away 8 large suitcases. If a package or a mail comes in, it will be secured in the front desk and you will be notified by the phone flashing red light. If the package requires you to pay the shipping cost, hotel concierge is willing to pay on behalf of you and will charge you when you pick up the package at the front - they would also deliver your mail/package to your room upon your request in courtesy (Do not abuse). Good emphasis in hygiene, not excellent - pest control every 2-3 months for bathroom floor drains, housekeeping service for long stay customers changed from twice to once a week recently due to Covid and staff shortage. When something concerns you such as loud noise coming from housekeepers or staff talking in the hallway during the day or blasting music coming from next door after mid-night, smell of cigarettes on my smoke free floor/hallway, just dial 0 and the management will take care it for you swiftly. You dial for room supplies, they send them to you right a way, Staff are always there to help.

I have enjoyed working with the Management teams to address different issues. I would like to give my special thanks to Line Operators Helen, Nat - Front desk Managers Sunny, Vanecia, Jane for helping room change issues and payment issues - Mei-Lei/Gigi from housekeeping services who I highly recommend them for your housekeeping services - words can’t express how grateful I am to have this experience to work with you over the last 6 months. Thanks for taking into consideration on the customers’ needs in a professional manner.

However, if you stay long enough, you will notice it's definitely not a 5 star as Google claims, instead I'd say it's between 3-4 here is why. A handful of staff does not know what it takes to deliver quality service to retain customers - Guests were moved from Tower 1 to 2 as Tower 1 became a quarantine hotel starting Nov'21 - we raised the issues in the new room the next day of our move to the management. Jessica from management was rather unprofessional and inconsiderate when dealing with maintenance issues in the new room such as weak shower head, dimmed light bulbs that obviously haven't been changed for a long time, a window gap that's not sealed properly which the sleep quality of the first night was affected by the wind blowing noise from the gap and needless to say winter times will be miserably cold if the gap is unfixed (given the room is located on the 67th floor and no heat accommodation). Her "can't do" attitude made me felt like I needed to fight for these little things I have paid for. Guests in the hotel are mostly decent, tho I have seen some drunks screaming in the hotel lobby during my stay. There are times there is a strong smell of cigarette around the entire check-in lobby. Almost a year into my stay, staff on the other side of the phone still called my name wrong after many times of correcting them. Condensation around the entire ceiling towards the windows is severe in winter times, causing moist and dripping inside the room. Last but not least, FLIES - we often take our trash out, we don't leave any food exposed in the room, but there were constantly small bugs flying around in the room. Avg we killed 2 flies per day.

Overall, for short term, I give a 4-4.5 stars. For long term, I give a...

I was having a late night out and decided to stay at a hotel nearby very last minute and I heard that this 5 star hotel has a good view and so I booked through their official website.

When we arrived, the front desk was pretty rude and not willing to serve. He seemed to pull a long face when he asked us to provide HKID card and credit card. (We arrived around 00:10, if you don’t wanna work mid night you should not work in hotel industry!)

Since we were charged, we asked for an official receipt but the staff refused and said we booked through online agent which was not! We booked through their website.

Since it was very late at night we just did not want to waste our time and decided to ask again the next morning.

We then went to our room, at the moment we opened the door, it was shocking to have a golden small package sat on the entrance.

金色包裝的一個小袋在地上 嚇死人！

We were pretty scared and thought it might be an unused condom but turn out it was a pack of desiccant.

But obviously the experience was ruined. We were in doubt how clean the room can be.

We were too tired as it was late so we just wanted to take a shower and went to sleep.

However the toilet and shower room stinks with second hand smoke. Yuck!

Anyway, only a one night stay we didn’t bother to complain in the late night and the next day we slept till 9:00/10:00 and there started to have a lot of noise. People were talking (sounded like the staff) and smashing the door and moving furniture etc… The noise was so loud. The walls were so thin and cannot cancel the sound. We could probably sleep more if it was not so noisy…

Around 11:00 we prepared to check out. However with the price of HKD2600 per night there was no blazer for the gentleman to shave! What a crazy experience! When we left our room to the lift waiting area and met a cleaner. She was not even greeting to us and asked if we were leaving and so she can clean the room. She was not rude but the level of hospitality was really poor. It was not a cheap motel, right?

As we were at 53/F and needed to go to 41/F to check out.

There were only a few people in the line. But come on! We were just checking out as the Payment was already done online. Still it took us at least 15-20 minutes to finally able to get to the counter to check out. When we asked for an official receipt, the receptionist refused and said we booked through some sort of online agent.

I told her I booked through their official website but still she refused to give us a receipt and she reluctantly gave us a copy of the confirmation note with a wrong amount of it. It said $18Xx. But we were charged $26xx.

I was very curious and asked if we were overcharged and she cannot give us an answer and even the next day we emailed their representative. They still refused to give us an official receipt. In Singapore it is not even legal to not offer receipts to customers!

For the hygiene complain, they just said sorry and will upgrade me next time. Will there be a next time? Absolutely NO!

I 100% do not recommend this unfriendly and unhygienic hotel to anyone. Plus no receipt. (Turn out I tried again to book through their official website it will redirect you to trip adviser. It is absolutely very strange). Very unpleasant experience. NOT...