An open letter to the MO. Enjoy!
Dear Mr. French:
Thnx for your e-mail.
I just wanted to e-mail you to let you know how much I enjoyed my last trip at the Mandarin.
I was travelling on biz with my wife.
We just arrived from Singapore-- we were staying at the Four Seasons.
We had a terrible experience-- with my wife getting sick off of a milk shake and roaches underneath the hot tray when we ordered room service.
Not to mention that the elevator broke down the day we were checking out so we almost missed our flight + our baggage was not guaranteed to arrive with us due to our tardiness.
So when we boarded that Sing flight-- we were exhausted, sick and not looking forward to another experience like the one at the FS.
Luckily, we were blessed with an entirely opposite experience.
Upon our arrival to HK, we were exhausted and hired the MO limousine to take us to the hotel (we were originally going to take the airport express).
From the minute we got into the Benz (the airport people were excellent by the way, please tell them to keep up the good work-- a lot of the airport pick services no longer really take pride in what they do), we were whisked to a very relaxing atmosphere.
Check in was literally done when we opened the door at the MO.
The attendant was very nice and professional-- although it is not unusual by MO, please let her know how much we appreciated her attitude. I know that the attendant (I am very bad with names) must show tens of people to their rooms each day-- but after our ordeal, you don't know how much it means to someone to see a friendly face trying to help them in any way possible.
Also, I must say that the suite you provided to us was magnificent, and we really enjoyed it while it lasted. We had to move to a smaller room after our stay extended to about two weeks-- but it was great while it lasted. (The Acqua de Parma stuff is great.)
The service was generally impeccable-- other than the VERY MINOR quibbles of turndown service missing our room once everything was great.
Just between you and I, although I had no trouble with the service at the MO (it was excellent by any means), it seemed the people were more attentive when we were staying at the suite-- which is not a bad thing (although because we were spoiled from staying at the suite and moving to a superior room, it relatively seemed to feel that way).
However, what sticks out the most in terms of appreciation and the level of service is what the MO did NOT get right. Everything else was almost perfect over two weeks, and I know it sounds strange, but let me explain.
My wife has a craving for milkshakes (the cause of one our fiascos in Sing)-- she ordered one from room service when I was at a biz meeting. She didn't like it and called room service-- saying it tasted like instant coffee. The room attendant (an elderly man by the name of Elan (?)) came in and apologized profusely and said he would get another. Again, she didn't like it and called him again. At that point, most attendants would have given up or would have requested that the guest pick another item.
Instead, Elan (I hope I am getting his name right) told her that he would keep getting milkshakes until he got it right. That kind of attitude you don't find in hotels like these. I really think you should give a shout out to this guy and let him know that this is the attitude that really needs recognition. In the end, my wife was so impressed with his attitude that she just kept the milkshake. (You don't easily impress a woman like my wife-- as she follows me on all my biz trips and takes full advantage of the facilities at hotels.)
I think that this single episode epitomizes our stay at the MO. I have stayed at various hotels in HK and the world-- and I prefer the FS (in terms of hotel chains) and I guess I still do. Moreover, I was a guest at FS Place when it first opened up in HK for two years. However, my experience at the MO has changed my view-- especially in HK-- as i plan to stay at the MO exclusively, and this has loosened my prejudice for staying at the FS when visiting other cities.
Keep up the good work.
I really don't take the time to write a long e-mail like this-- I just fill out your surveys, so I hope you take the time to share this feedback with your employees.
- Official Description (provided by the hotel):
- The iconic Mandarin Oriental, Hong Kong is the epitome of contemporary luxury combined with Oriental heritage. Having delighted guests with award-winning service and impressive facilities for nearly 50 years, it is the much-loved address for those seeking an exclusive sanctuary in the heart of this exciting city. The spacious rooms and suites offer magnificent views of the famous Victoria Harbour and the city skyline. A collection of ten outstanding restaurants and bars, including three with Michelin stars, and a Shanghainese-inspired holistic spa, indoor pool and 24-hour fitness centre, make Mandarin Oriental, Hong Kong the recognised home away from home for discerning leisure and business travellers alike. ... more less
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- Also Known As:
- Mandarin Oriental, Hong Kong Hotel Hong Kong
- Mandarin Hong Kong
- Hong Kong Mandarin Oriental