The Fullerton Ocean Park Hotel Hong Kong — Hotel in Hong Kong

service & reply to the review

I had already specified the purpose of the staycation was for bridal shower and there would be a pregnant lady in our company when booking the room. However, there were no accommodative measures to address our special needs. I have written a very thorough feedback on the online survey to express my disappointment. Nonetheless, I received an even more infuriating reply which simply reflected the ignorant and arrogant attitudes of your management team, the reply email was cited as follows by:

We are very sorry to learn that your recent experience with us fell short from your expectation. Please understand that we offer a range of room packages encompassing various facilities in the hotel. We sincerely hope to have the pleasure of serving you again and making your next stay a more enjoyable one.

Best regards, Duty Manager

Let me reiterate that my disappointment concerns the service but not the facilities of the room/ hotel. The room package and scenery were COMPLETELY FINE. Most of all, we booked a $5000 room with sea view and 2 adult beds, and I reasonably believed the room was not in the cheapest rank of all rooms available. Duty manager just implied that I should instead upgrade my room package to enjoy the privileges??? In case you missed the points, I would like to list out the inadequacies of your hotel service during our stay I have already mentioned in the survey here again:

The lobby was very crowded without adequate seats to accommodate the influx of customers who just take off from the shuttle bus. there were only 2 staff there to handle the check-in procedures, which resulted in substantial delay in getting into the room. Staff were unenthusiastic about their own hotel service and did not even try to introduce any hotel facilities, such as the spa and gym. we were completely unaware how good the facilities were and we were actually more willing to pay for the facilities if there were any introduction made in advance. Being eco-friendly is an inadequate defense for not providing drinking water in the room. Water machine is way too far from the room for convenience. Taking hotel icon as example, it had water tap inside for drinking water even bottled water were not provided. What the bath tub was built for when there was no shower gel next to it? The body products were fixed onto the wall of the shower stall and could not be removed. the bath tub was just for decoration then? how eco-unfriendly The decoration and art design went completely incongruent with the so-called eco-friendly theme. everywhere was just packed with faked plastic flowers and grass, oh sometimes there might be one or two real tree or plant were real to confuse us Breakfast experience was terrible. It could not even live up to a 3-star experience. a. First, the one-hour limit was way too harsh. The staff were so undertrained to speed up the process for us to get into the Lighthouse care. It took us 10minutes to line up and wait outside the cafe. b. Staff were apparently undertrained, inexperienced and insensitive. As I mentioned previously, there was a 7-month pregnant lady in our company. Only the blinded would miss that she was pregnant. When the pregnant lady was left on her own since we were out to get her food, there was a staff member came forward and asked if she wanted coffee or tea. she answered that neither she could drink, and stated that she wanted juice instead. the female staff responded by "if juice you have to get it yourself", and left without any follow up c. the same female staff came to cleared the emptied plates with good intentions, however, she took away the plate i hadn't finished but left those emptied dishes unattended for quite long time. d. There was a staff patrolled around several tables and shouted "time's up for the slot". Do you think this live up to a 5-star standard? this is even worse than a mediocre chinese restaurant you go to yum cha...

Something has gone seriously wrong at this hotel. I stayed here in July (check out my glowing review) and decided to come here again for a brief stopover in Hong Kong. What a mistake. Arriving late at night, the first room in was give stank - and I mean absolutely stank - of rotting laundry. Imagine someone doing their washing and then leaving it in a bucket for months and then putting that in a hotel room. I couldn’t even stay in the room while they found me another one. To reception I go. The man says, really? Yes, I say. Maybe it’s the recent weather. The weather is outside I say. I am concerned about the room. This complaint produced room 2, and an assurance by check-in that it didn’t smell. I went to the room. It did. Badly. Not as bad as room 1 but still bad. The kind of bad that would mean if you unpacked your clothes they would smell like it the next day. So I make a major complaint at reception to the duty manager. It is now 50 minutes after I arrived. Between each room, long waits. I browse websites looking for hotel rooms online. The duty manager arrives. A third room is available. I say, be honest with me, have you got a problem with drainage and damp? Just tell me because I will find another hotel. To be honest with you, the duty manager says, since the typhoon some of our guests have complained about the smell. Ok, I said, so if this one is bad, I’ll move to another hotel. She takes me to the room. Much, much better even though there is still a faint whiff of damp. It’s now midnight though and I am desperate to sleep. I sleep well. The view from the window is good. I notice no hand towels. Never mind I think. I’ll see if they give me any when they service the room. Returning later in the day, no hand towels. Also no face cloths/flannels replaced. I phone reception/housekeeping. No, we don’t do face cloths/flannels. Yes you do because I used them last night but you haven’t replaced them. Eventually hand towels and face cloths arrive. No cups or mugs or teaspoons in the room to use with the kettle and coffee machine provided. Squirt the coffee straight into your mouth? Again, a call to housekeeping. They arrive. Needless to say the ‘express’ laundry service guaranteed to return by 3pm didn’t come. Another phone call. When housekeeping rang the door to deliver it late, I thought, instead they had sent someone up to pick up some new laundry from me! And the air conditioning didn’t work properly on day two, having made the room nice and cool on arrival and in the morning prior to servicing. A call to housekeeping led to a visit by two maintenance technicians 30 mins later. We couldn’t understand each other because neither side spoke each other’s language. They thought I wanted the room hotter. I called housekeeping and they spoke to them. Two hours later, no change. By this time I had given up and was just looking forward to check out. Early. I asked them to go. There was no point in them fixing anything. Before I checked out, I met with an assistant manager, as I always do if I have critical issues. I met Mr EC in the lobby lounge and we spoke for 20 minutes. I didn’t ask for anything but he removed the very small laundry charge in recognition of this poor experience and apologised. On this short stay, everything was a battle. Just to get a room that didn’t smell and make me nauseous was hard enough. If you’re looking for something as trivial as a hand towel or a cup for your tea in the room, forget it. Don’t bother with the ‘express’ laundry service unless you fancy another round of phone calls. I don’t know what’s gone on here but it has ruined a decent hotel. I certainly won’t be coming back. Everything in this review is factual. The management should be ashamed of what they’ve done to The Fullerton Ocean Park in just...

This review is based on a couple's experience.

Room was nice(ish) with seaview. layout is on the narrow side. Bathtub right next to shower (and i wouldn't call it a rain shower head - just a bigger shower head at a pointed angel above the normal one). Bathtub water is strong - but it doesn't get hot - had to rely on the shower head instead to fill the tub. Hotel is eco-friendly but it does mean you need to refill the water bottles in the water station set up in the corridor. TV had constant glitch - not sure if it's the signal or just our TV. The alarm in the next room went off the next day and can be heard - in the morning we couldn't figure out what it was and it just went on till the time passed. In the evening it happened again and this time we realised what the issue was and informed the hotel - still took them quite some time to go into the room and turn it off! (Staff called back and asked whether the sound was off 10 min after we informed them and had to remind manager on duty to take action)

Housekeeping is a BIG disappointment and needs serious review. Water mark stains are visible when we checked in. The next day, I left a teacup on the table - the cup was gone by the time we came back but the tea stains were still under and wet which confirms that the housekeeping did not wipe the tables! This is simply not acceptable.

F&B - Tried to book lunch buffet a week before our stay and was told it was fully booked. In fact, all F&B outlets were fully booked during our stay (except for the lounge cafe that serves snacks only). Given the location, there is nothing within walking distance / poor foodpanda options / no deliveroo. I have little confidence that the F&B outlets will be able to accommodate the hotel at full capacity.

Swimming pool - you are allowed to book the same number of slots as the number of nights you are staying (this should be mentioned in the hotel website to manage expectations). Each slot is 1.5 hour ONLY. When we checked in, slots were full for the day. We booked 2 consecutive slots on the next day - half of which we had to vacate due to thunderstorm warning, other half you are surrounded by screaming kids. You can order drinks by the pool (but have to go to reception for menu & ordering). Price is steep (130HKD++ for Aperol Sprtiz) and I was told it would take minimum 30 min to arrive...bet the ice would have melted by then!

All in all, it was a disappointing experience (or the lack of) for us as a couple's romantic getaway. Probably better suited for family with kids - and with much...