Its a long complicated story, but in the end it was the brilliant recovery from a lousy start that makes this a terrific hotel.
The messed up booking, the smallish room, the (lack of) view, the no value adds, the no includions, the useless membership; almost everything was, on arrival a complete disaster and would normally have had me moving out and sending poison pen emails, but the recovery from a bad start was so awesome that these guys get my abosolute top marks for it as a great place to stay in Hong Kong.
Once the stuff ups were explained, and the heat taken out of the situation, the staff at JW Marriott Hong Kong really turned it on. It seemed that no matter where I turned, be it front desk, guest service, The Club, the gym, the chair at my room desk, they understood rhey were in recovery mode and I take off my hat to them for layng it on to ensure this was a stay I would remember and I will and I will rave to friends and colleagues about how these people were genuinely devastated by the crappy experience I had on first arrival. They truly were unhappy that I was unhappy amd did everything possible to demonstrate that they care about customers. For this JW Marriott, I salute you.because Customers Are Really Everything.and you truly understand.