Rosewood Hong Kong — Hotel in Hong Kong

From before I even set foot on the Rosewood Hong Kong property until after I was up in the air, winging my way home, the Rosewood team was exceptional in every way. I'm not usually a service-intensive guest. I like to leave a light footprint when I go places, but my short stay at the Rosewood Hong Kong was full of curve balls, and every time, the team knocked it out of the park, delivering home runs, over and over and over again. It was simply amazing.

On the morning of our departure, the valet kindly loaded our bags into the Uber that took us to the airport. Felix T. even gave the driver instructions about the specific terminal we needed for our flight. When we got out of the van at Terminal 3, we unloaded the trunk but the bag placed in the front seat of the van was out of sight to us. It wasn't until we rolled our luggage into the terminal that I realized the carry-on bag—filled with all my most precious cargo (jewelry & laptop) was left behind in the Uber. I'll never forget that sick feeling. I contacted Uber immediately but their support protocols prevented me from speaking to the driver or to anyone at the company for that matter. I was entirely panicked—short of breath and unable to think clearly. It was only when I called the Rosewood Hong Kong hotel—and felt heaven and earth shift in their effort to retrieve my computer and valuables—that I could start to breathe again. (Like, really.) Alex M. took all my info with warmth and comfort: a description of what was left in the car, what I was wearing, what account the Uber was ordered from, everything. He was calm, comforting, and organized. Then, most remarkably, the duty manager Max W. reached out to me on What's App. The team had reviewed the closed circuit TV to get the license plate of the car (as well as a look at the bag that Felix had deposited in the front seat). That info was INCREDIBLY helpful when I contacted Uber again to describe the urgency of my situation. Genius. Additionally, Max texted me the electronic form I could use to open a case with the Hong Kong police, should I need to. SO SMART. Honestly, the hustle and savvy of the whole Rosewood team—from Max to Ishwan (who took over when Max's shift ended —though, I might add, Max continued to chime in and help, even off duty!) to Security to the Concierge—was singularly impressive. Their help was not just good will or a good show: it was clever, effective, proactive, and kind. Once I made contact with the Uber driver's son (who was communicating on behalf of his father, an elderly man), the Rosewood team called him as well to confirm details and shore up any gaps there may have been in the translation and crosscurrents of texts. They also helped me charge my credit card to give the driver $1500HKD cash in my appreciation for his trouble of returning to the hotel.

I appreciate Rosewood does not consider itself a "value proposition" when it comes to hospitality, but what this team saved me in helping to recover my lost items convinces me that I would never stay anywhere else, especially in countries where there is such a significant language barrier. Their expertise saved me time, their warmth and competence restored my composure, and their hustle and smarts ensured the safe return of my laptop and the most precious jewelry I own. I will always remain grateful to this team for their extraordinary and intuitive care. It was like nothing I've ever seen or...

Poor service ruined EVERYTHING...

1. I had a suitcase and a gigantic box with me when I was checking in, but no one offered to help.. (Other 5 star hotels, even four stars, wud always ask if we need help with our bags...)

2. We booked our staycation package via kkday, so everything was already paid for, but when we check in, the front desk lady charged us room fee again... (The amount became part of the deposit after my boyfriend reminded her)

3. The front desk lady told us the minibar was complimentary, but did not specify the excluded items. When we arrived in our room, we found champagne and wine in the fridge, which is usually charged, so we called to confirm, and that’s when they told us only non-achoholic drinks are complimentary...

There were also chocolates and candies which we thought are complimentary and ate some. But the turn down service lady took pictures of our unwrapped chocolate and candy jar. My boyfriend asked the lady right away if those are complimentary, and she said she will need to ask and her colleagues will revert to us. After a while, we were informed that those are charged...

Maybe it’s our fault that we didn’t check our staycation package details more carefully, but why couldn’t the front desk lady simply tell us that only non-alcoholic drinks are complimentary in the first place ....

4. The most disappointing part!!! The purpose of our visit is to have a photoshoot with our doggy. We were planning to book the pet staycation package via Rosewood’s official website, but the check-in time of that package is 3pm (which is too late for photoshoot as the sun will already be setting after hair and makeup). We called Rosewood to see if we can check in earlier, and their staff recommended us to book the kkday package which allows us to check in at 11am.

So far everything sounds perfect right? But it’s not when we actually arrive there...

The kkday package includes manor club access which we can have breakfast, afternoon tea and cocktail etc. As we could not leave our dog alone in the room, we asked if they can deliver some food to our room instead, which we got a NO (they said due to safety reason which I completely don’t understand). The only suggestion by Rosewood was for us to go to manor club separately... We actually wouldn’t mind if we had to pay a bit to have food delivered to our room, but not even such offer was made...

Another fun thing, when we called the first time, a lady said she’s the switchboard operator so she doesn’t know anything and just hung up on us...

5-star hotel huh? Don’t think so lol Comparing their service with the other 5-star hotels in HK that we stayed in (Peninsula, Four Seasons, Upper House, Conrad, ...), their service can only be rated 1-star max, if not worse...

Rosewood is definitely on our blacklist now. Won’t recommend to anyone who cares about service...

An absolutely relaxing stay at the Rosewood! Thank you everyone for making this very special for us. Have dined in the food outlets many many times and never got to try the room and Asaya. @Remi, William / Vivien, thank you very much for your kind upgrade to a beautiful harbour room and the bottle of red wine to welcome us. Thanks to the nasty weather on Friday morning, we managed to spend even more decent time with the most comfortable bed and pillow, and enjoyed the yummy Asian breakfast in the room, paired with a nice cup of Fortnum & Mason tea. @Chef Ciro & Chef Giovanni & Cosimo, what an amazing dinner at BluHouse Fine Dining, thank you for the arrangement throughout the evening and we loved the vibe, service and the lovely dishes in the restaurant. Thank you for accommodating our late arrival again. @Asaya team, Both my friend and I were exhausted for the last 2 months and had such a high expectation to be pampered, especially at the spa treatment. Both the therapists (Nicole & Nicole) were absolutely brilliant and we felt so heavenly and relaxed (and did not want to leave the comfy beds) at the end and way exceeded our expectation with the lovely couple room. All staff at the reception and the changing room were so attentive and caring. Will definitely book again and make this a regular ritual! Only 2 minor comments to share :

1. I did not feel the robes were comfortable (I tried both but they weren't soft enough)
2. Maybe due to the rain, I felt very cold after the treatment and needed to keep a towel on top in the changing room, and in the tea room. @Dorcas, so lovely to see you again after all these years and to hear what the amazing and exciting work you are doing at Asaya and continue elevating the customer experience. @Stephen and Mars at the Concierge, thank you for the warm greetings and send off when I was leaving the hotel. The departure was just as important as the arrival, and you made the end of the stay more special and maintained the high standards from start to end. Mars was amazing when he was servicing my apartment building and I was delighted to see him again. Rosewood is very lucky to have him. It was a pity with the rain that I did not get to try the pool, and it looked very windy. I am sure I will have a chance when I visit the next time.

I know how challenging it has been since we both opened in 2019 and congratulations Rosewood team for maintaining the highest standards throughout and has been one of my favourite go-to for comfort. It is so lovely to have the Rosewood Hotel as the closest and warmest neighbour to Fortnum & Mason. Keep up with the great work Team Rosewood and I look forward to my next...