Prudential Hotel — Hotel in Hong Kong

This is a well-loved hotel, mainly for it's location, right above the MTR station. Their before-sales service was excellent - we sent enquiries to different hotels and Prudential was always the first to respond in a professional and friendly manner. Our group of travellers have been to Hong Kong many times over but this is the first time we've booked with this hotel and it is also our last. We never got to stay the reservation as our flight was cancelled an hour before departure due to Typhoon Wipha. We were scheduled to leave on the day Hong Kong issued a T10 warning. (1) As we were only due to arrive at the hotel 3 days later, the booking cannot be cancelled! (2) As we prepaid this booking, we could not make any changes to it, ABSOLUTE NO!, not even when in the presence of a natural disaster. Included in the trip itinerary was China and we managed to cancel and have the bookings fully refunded almost instantly, no questions asked. TRIP.COM made a couple of attempts to appeal to the hotel to cancel and refund the booking but to no avail. Flight was cancelled when we were almost at the boarding gate, and we had to find our way out of the transit area while scrambling to send cancellation requests to the hotels. It was a nightmarish week, dealing with the aftermath of service providers that lacked empathy(almost non-existent)! A very painful lesson learnt - hotels have no EMPATHY. A prepaid booking is the traveller's way of confirming his/her arrival; a no-show through no fault of his/hers should be dealt with with empathy and exception. Prudential obviously has none and they have proven themselves, that RULES are RULES, natural disaster or otherwise. Unless their location is your only consideration for your stay in Hong Kong, you are better off staying somewhere else, somewhere where you will not be penalised for pre-paying and where your safety and interests come first before their Rules and...

This is a well-loved hotel, mainly for it's location, right above the MTR station. Their before-sales service was excellent - we sent enquiries to different hotels and Prudential was always the first to respond in a professional and friendly manner. Our group of travellers have been to Hong Kong many times over but this is the first time we've booked with this hotel and it is also our last. We never got to stay the reservation as our flight was cancelled an hour before departure due to Typhoon Wipha. We were scheduled to leave on the day Hong Kong issued a T10 warning. (1) As we were only due to arrive at the hotel 3 days later, the booking cannot be cancelled! (2) As we prepaid this booking, we could not make any changes to it, ABSOLUTE NO!, not even when in the presence of a natural disaster. Included in the trip itinerary was China and we managed to cancel and have the bookings fully refunded almost instantly, no questions asked. TRIP.COM made a couple of attempts to appeal to the hotel to cancel and refund the booking but to no avail. Flight was cancelled when we were almost at the boarding gate, and we had to find our way out of the transit area while scrambling to send cancellation requests to the hotels. It was a nightmarish week, dealing with the aftermath of service providers that lacked empathy(almost non-existent)! A very painful lesson learnt - hotels have no EMPATHY. A prepaid booking is the traveller's way of confirming his/her arrival; a no-show through no fault of his/hers should be dealt with with empathy and exception. Prudential obviously has none and they have proven themselves, that RULES are RULES, natural disaster or otherwise. Unless their location is your only consideration for your stay in Hong Kong, you are better off staying somewhere else, somewhere where you will not be penalised for pre-paying and where your safety and interests come first before their Rules and...

This is a well-loved hotel, mainly for it's location, right above the MTR station. Their before-sales service was excellent - we sent enquiries to different hotels and Prudential was always the first to respond in a professional and friendly manner. Our group of travellers have been to Hong Kong many times over but this is the first time we've booked with this hotel and it is also our last. We never got to stay the reservation as our flight was cancelled an hour before departure due to Typhoon Wipha. We were scheduled to leave on the day Hong Kong issued a T10 warning. (1) As we were only due to arrive at the hotel 3 days later, the booking cannot be cancelled! (2) As we prepaid this booking, we could not make any changes to it, ABSOLUTE NO!, not even when in the presence of a natural disaster. Included in the trip itinerary was China and we managed to cancel and have the bookings fully refunded almost instantly, no questions asked. TRIP.COM made a couple of attempts to appeal to the hotel to cancel and refund the booking but to no avail. Flight was cancelled when we were almost at the boarding gate, and we had to find our way out of the transit area while scrambling to send cancellation requests to the hotels. It was a nightmarish week, dealing with the aftermath of service providers that lacked empathy(almost non-existent)! A very painful lesson learnt - hotels have no EMPATHY. A prepaid booking is the traveller's way of confirming his/her arrival; a no-show through no fault of his/hers should be dealt with with empathy and exception. Prudential obviously has none and they have proven themselves, that RULES are RULES, natural disaster or otherwise. Unless their location is your only consideration for your stay in Hong Kong, you are better off staying somewhere else, somewhere where you will not be penalised for pre-paying and where your safety and interests come first before their Rules and...