Ok! I We give them A++ for location, its perfect. As a platinum member of SPG our VIP Ambassador had the same issues we have had with this location. Sadly the hotel does not offer quality customer survice and recognition of loyalty to the brand, and due to this we normally stay at the Langham. With Langham we are given a suite with amazing views, a club lounge for breakfast and evenings, and a gym SPG needs to take note of and set as a standard globally....
This location lacks in the following:
1. We were kindly upgraded to a room that was honestly just a dirty box with 4 walls, the view was of old buildings with multiple construction underway at all hours of the morning, day and evening. We of course complained and were moved to a moderate improvement, at least it was cleaner, and had a view from the edge of the window if you worked hard and finding the right spot.
2. There is an SPG Platinum lounge only and its only for evenings, not breakfast. You are offered the 2nd floor full buffet with screaming kids and a Q/line each morning to find a seat in a very crowded small space. Ordering a double espresso can take 2-3 request and 10-15 min. The food is "ok" but its a lot of people in a very small space and people are climbing over your table while you are trying to eat.
3. The gym, want to talk small spaces, this one takes the cake! The hotel is large, and very international, so there are again a lot of people trying to use limited equipment during the peak hours of each day. Its not clean, and I would highly suggest you bring a towel from your room. The towel all smell soured and dirty, so not pleasant when working out. The staff is very unhelpful and only interested in you signing in.
After all our years of coming to Hong Kong we tried the Sheraton in hopes we could remain loyal to SPG, but sadly we will return to Langham its lower in cost, and a great deal higher in servies and the details important to us.
When going to the gym take a towel from your room!
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
December 25, 2012
Dear Warren K,
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Thank you taking the time to review and we regret that some aspects of our accomodation did not meet your expectations. Please rest assured our team will look into your concerns seriously for improvements.
SPG members are one of our most valuable asset and we make our best efforts in offering room upgrades to our Gold and Platinum members - however there are occassions whereby our hotel is fully occupied leading to a restricted choice of rooms available for upgrade. Nonetheless, you are most welcome to contact us via email to have your room preference added in our records and so that we can better prepare for your future visits.
Once again we would like to thank you for bringing up your comments to our attention so that we have the opportunity to improve. We genuinely hope you will stay with Sheraton again so that we are able to regain your confidence with us.
With warmest regards,
Sheraton Hong Kong Hotel & Towers
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.