I think a lot of the 5-star reviews are from people who are overwhelmed by the perception that W hotels are really cool, and one in Hong Kong has to be especially cool. I had a four-night stay booked for a business trip. The location is convenience in that a train runs under it, but there is nothing within walking distance, so I found the location to be very inconvenient. The room was average for a nice Hong Kong hotel. I went to the restaurant in the lobby (which thinks it is much more hip and trend than it is). I was seated in the far back corner behind a big pillar and against a window. No big deal, except...it was raining outside and rain was somehow coming through the closed windows and hitting my head and back. I tolerated it. 25 minutes after I ordered, the waitress came by and asked me what I ordered. I told her again, and ten minutes after that she came back and told me that the kitchen had no record of my order and I would have to order again. I left enough money on the table for my drink and left.
I decided to check out the next morning, which happened to be my birthday. I'm not one who likes to bring attention to my birthday, but they made no mention of it while I was checking out, and didn't wonder why I was checking out early.
I took the train to the Crowne Plaza on the Hong Kong side of the island where I would spend the next three nights. They immediately greeted me with "Happy Birthday, Mr. ____", which was a nice touch. That night, while enjoying the complimentary drinks and snacks, I left my phone at my table. I then went to another floor to enjoy the rooftop scenery. Someone from the lounge somehow tracked me down there and gave me my phone. Great service. Then I got back to my room, and there was a complimentary bottle of champagne and teddy bear waiting for me for my birthday. The difference between the W and this hotel was night and day.
I won't be back to the W Hong Kong, and probably won't stay at any other W's.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Dear AZCats2011, please accept my sincere apologies for your very disappointing experience of W Hong Kong during your recent stay. There is absolutely no excuse for the poor service you received at WOOBAR and I am personally looking into how this could have occurred and which of our team is responsible. The team have been trained and repeatedly reminded that when we need to seat guests in one of the more “private” areas of the bar, that these guests should receive even more attention for this very reason. The lack of attention paid to you and loss of your order when combined with a leak in the window above you would obviously have been absolutely infuriating. That the bar or any of the team working there give the impression they feel they are “cool” is certainly not our intention. Our philosophy is to offer a vibrant, modern environment and a style of service which is engaging, warm and professional. I am sorry if this is not how we came across to you and we will work harder at improvements in this area also.
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Obviously when departing the following day, we should also have both wished you a happy birthday and politely enquired as to the reason for your early departure. We did have an alert in the system and champagne and amenities planned to be placed in your room for that evening, but the lack of the relevant greeting first thing in the morning is extremely useful feedback and I have discussed with the team today and implemented a process effective immediately which will ensure no future similar recurrence for our guests.
AZCats2011, I appreciate that you have lost faith in the W brand, however I do not believe your experience is a fair representation of our hotel or the brand. I would like to contribute to you being able to have another experience of the W Brand (not necessarily this hotel) and if you would be willing to take up my offer please contact me on firstname.lastname@example.org. Sincerely, Peter Hildebrand,General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.