The St. Regis Hong Kong — Hotel in Hong Kong

My stay this time round was supposed to be from 23rd - 28th December, but we cut it short due to some very unpleasant experiences that we encountered during our stay and moved to Rosewood hotel for the last two days of our trip.

On the 24th, my parents went down for the breakfast where they were served cold eggs at a hotel that charge at least 358hkd per guest. I would have not opted for the room option with breakfast included had i known that all i will be getting are cold eggs.

When we came back from dinner, we wanted to ask for a change of our mattress to a firmer type as my mum had back problems and experience great discomfort sleeping on a soft mattress. The female receptionist at the front desk by the name of Charlotte Chan told us that there are no housekeeping staff working at the hotel during the night and we will have to wait till the next morning for the change of mattress. That was quite a ridiculous response for us as it just simply do not make sense that there are no housekeeping staff at a five star hotel during night time. Will the hotel tell me to wait till morning for housekeeping to come and clean my room too should i had vomitted on my bed ?

I asked to meet the manager on duty and only then did this receptionist made a phone call to get someone to come and change our mattress for us. At this point, i am confused as to why the receptionist did not made the phone call in the beginning instead of just rejecting us. Last time we were in Four Seasons Singapore, the manager on duty came down personally to help change the mattress since his housekeeping team were all busy.

When the mattress came, we discovered that there were many lipstick stains on the supposed clean bedsheet as we have not been in the room since we left the room to be cleaned before we went out. The staff went to get another set of bedsheets, and yet they were dirty again. According to the staff, the hotel outsource its laundry to a 3rd party, but do the housekeepers not check the cleanliness of the bedsheets after they have installed it ? This is very appalling standards for a 5 star international hotel chain.

On the 25th, i stated specifically to the butler via whatsapp before we left the room that we did not want housekeeping to clean our room in addition to having left the do not disturb light on for our room before we went out for lunch. When we came back after lunch, we discovered that the housekeeping staff had ignored the do not disturb light and just entered our room. This was the last straw for us and we decided to switch hotels despite the inconveniences it brought to us as we simply did not want to stay at this horrible hotel anymore.

During my previous stay here in April this year, I settled the bill the night before my departure as we were leaving quite early in the morning. When i have reached my next destination, I received an email from the hotel saying that they have somehow managed to 'accidentally' charge me again for the same bill that i have already paid for the night before.

My summary is this: I have experienced a consistently poor standard of service provided by the staffs at this hotel and will never come back to this...

Sound words from Black DiamondA bit terrible St. Regis Hong Kong, highly not recommendedThis Golden Diamond hotel is rated as a super five-star hotel. It is a luxury hotel chain famous for its butler model. If the St. Regis in Hong Kong scores a perfect score of 10, it cannot be more than three points! It falls off the line in every aspect.Concierge: When we arrived at the hotel from the airport, the bellman did not take the initiative to help carry the luggage. Even if the check-in box was convenient, there was no bellman who cared about the guests who had just checked in. Seeing that the box was quite small had nothing to do with him, and he was indifferent and did not receive him. , the taxi service attitude during the stay was also poor, 3 points.front desk:There was no smile during the whole check-in process, so there is no need to smile. But in the butler-style service industry, please tell me, what are the basic standards? Ctrip's order notes were for a black diamond upgrade. However, the upgrade was not completed when we arrived at the store, so I was given a bottle of wine as a gift, which is understandable. The merits outweigh the faults. But for expressionless check-in, after all, St. Regis has always been in the butler mode, so it is very reasonable to give it no more than 5 points.Room:It's a very ordinary five-star hotel. You can't rely on the name to get a Golden Diamond Hotel. In fact, you can't have more five-star hotels. Fortunately, it's new enough to score some points. 7 pointshealth:See the pictures for yourself. Missing countertop. I don't know how long it has been since I cleaned it properly to get this 5 rating.Serve:I have never seen a housekeeper before. The room price is almost 6,000 per night, and there are charges for drinks in the refrigerator and several rooms. It is really a bit petty. I can describe it this way, 2 points.Dining room:It took 40 minutes to wait 40 minutes for a steak in the lobby bar that was so burnt that it was bitter. Neither the waiter nor the manager has any corresponding ability to cope with the dining situation. 3 points.traffic condition:Poor, not ideal. You need to wait for a taxi.The subway is far away! inconvenientThe nearest shopping mall is Taikoo and Taiyuan.If you take a taxi, you have to go around and wait for 5 minutes.Summary: The deck is just named Reggie.There are not many other ordinary five-star hotels that are really good, and they only have the advantage of being new, and the price is too much beyond its own value. The price of 2,000 per night can meet the current situation of this hotel ( 1000 new 1000 with St....

Living in Hong Kong for decades, we have long waited for this hotel to open. Last Saturday (May 11th, 2019), the day before Mother’s Day, my husband and I decided to try out this new St. Regis hotel after pre-ordering some Mother’s Day flowers from their neighboring hotel, Grand Hyatt. As we stepped into St. Regis, we were told that the Drawing Room was the only restaurant that had seats available. So we took it. We ordered a bottle of bubbly wine, a large bottle of Perrier, 2 salads, 1 beef carpaccio and a pasta.

The problem was;

(1) unlike other 5-stars hotels, we needed to ask for the bread basket twice after the salads were served, (2) the bread basket did not arrive until I had to walk up to the 4 chatting waiters by the bar to place a complaint, (3) as I placed the complaint, the waiter who took my complaint rolled his eyes and gave me an attitude, (4) as we were trying to enjoy the rest of the night, a flying object hit my face, (5) we used our cell phones’ built in flash light to see if the flying object landed on the table, (6) it was a flying COCKROACH! And was crawling on my beef carpaccio!!

We jumped out of our table (don’t remember if I had screamed out), fully disgusted. I then starting have a serious stomach cramp. Unfortunately, the problems continued after they helped us to another table nearby in the same restaurant;

(7) the waiters forgot to re-set the new table, so we didn't have knives/forks, settings, (and no bread basket or water). It's like the waiters purposely avoided serving us. We're the victims, but was treated like unwanted guests by the young waiters there, (8) they took our bottle of water away and did not give us back any water until we made another request, so was the bread basket!! Nevertheless, the worst is, (9) their F&B manager Mr. Edmond Tong told us that the hotel General Manager would give us a call on the following day (Mother’s Day, Sunday), and interestingly or as expected, ZERO CALLS! The incident happened on Saturday (May 11th, 2019) night, and up to this moment, Tuesday (May 14th, 2019) afternoon, we have received ZERO follow up action from the St. Regis Hong Kong.

Bright side, they didn’t charge us for the meal, although I barely touched the beef carpaccio and could hardly take in any food for the rest of the evening. Take home question, if cockroaches are found in food at any street side food stalls in Hong Kong, they can be easily delicensed, I truly wonder why and how can this 5-stars hotel still...