The Excelsior Hong Kong

Staff were helpful in every way, and the rooms were spotless and spacious. It’s well placed for shopping and places to eat, and having tea and coffee in the room was welcome first thing in the morning. We were also surprised to be given a mobile phone at no extra cost, which let us keep in touch with friends and family and was a big help during the stay.

The terrace has a very nice view, and the staff were attentive and polite. The mattress was surprisingly good for a reasonably priced hotel. The bathroom was clean, though it could use an update. My one unpleasant memory was the man outside handling taxis. I wish he’d changed his shirt more often, the smell of unwashed, reused clothes was offensive.

The location was good and the hotel was clean, but I would never recommend this experience. We booked a king bed, yet because they were overbooked they tried to put us in a twin room. A twin bed was physically impossible for someone who is 6 foot 4. Staff were unwilling to make us comfortable, even though they could have fixed it easily. It took a half hour of arguing before the issue was resolved. The billing system was a mess, and the service was unacceptable for a 5 stars hotel. I filed a complaint after the stay, but the manager only defended the situation instead of trying to understand what had happened to us as guests. They said the issues were fixed in the end without acknowledging how difficult it had been to get them fixed. That was another failure of customer service.

The location is hard to beat, right by the great shopping in Causeway Bay, with plenty to see and do nearby. The staff I dealt with were all friendly and helpful. The room was nice enough, but as an MO property I expected a bit more space and newer gear.