After a staycation at Mandarin Oriental Hong Kong (MOHK) for my wife’s birthday in June, I turned to book its sister hotel, The Landmark Mandarin Oriental (LMO), for celebration of our wedding anniversary during 17 – 18 September 2020. To be honest, LMO definitely impressed us with the illuminating and cozy environment as well as modernized and contemporary room design. In terms of service, Marine Ma, Assistant Guest Recognition Manager, duly took care of us with fantastic arrangements throughout our stay even during her day off on 18 September. Undeniably, the overall experience was ORIGINALLY incredible and memorable. HOWEVER, I am tremendously frustrated with LMO’s billing issue that has not yet completely sorted out hitherto. Upon check-out, LMO’s front desk staff showed me the bill with confusing, misleading and unidentifiable items of fees and charges during our stay. Undoubtedly, this blemish has already impaired LMO’s reputation due to your staff’s perfunctory performance. After returning home, I actually had received two SMS texts stating that there were two pre-authorized transactions of HK$7,000 and HK$1,800 processed by LMO on 17 September (arrival date) and 18 September (departure date) respectively. Skeptically, LMO’s front desk did not inform me of this billing process/handling in the first place or request me to present my physical credit card all the way for check-in and check-out. Then, I raised queries about these transactions with Marine Ma who then clarified that the two pre-authorizations were required to hold up the necessary amount under LMO’s current procedures in place. Arguably, I think LMO’s billing process/practice is quite weird and odd, misaligned with any other hotel policy in the world because two pre-authorizations might somehow double count/overcharge the whole bill payment due to the confusion nature. As far as I know, most hotels including MOHK, in practice, will only need the credit card information for encumbered amount as guarantee upon check-in and release the guaranteed amount to finalize the bill payment when check-out. Anyway, I put this matter aside to wait for my card statement. On 23 September (yesterday), I could finally check my online card statement showing the concrete LMO’s bill payment of HK$8,861 but I still called my card centre to confirm nullity of the two-pre-authorizations processed. As informed by the centre’s assistant, the second pre-authorized transaction of HK$1,800 has not yet been cancelled and she then advised me to contact LMO in a bid to eliminate the potential risk of unnecessary further charges to my credit card. In other words, LMO may potentially base on this pre-authorization to claim further unrecognized payment on me. At this point, I was extremely infuriated to send Marine Ma an email and requested her to urge your team for cancellation of the second pre-authorization of HK$1,800. But she has not replied to me while I am writing this comment on LMO. In view of the insecure and unreliable billing process, I also hope LMO to erase/delete all my credit card details from your hotel system database as I do not want my personal information to become vulnerable to abuse use by any unauthorized or authorized personnel at LMO. Indeed, this billing issue has downgraded LMO’s overall rating to the lowest level in terms of service due to loss of my confidence in your brand, Mandarin Oriental. If anyone asks me for advice on LMO, I will tell them to check the bill and card centre cautiously after stay.…
Spacious and luxurious suite, enjoyable and relax bathtub service. Excellent service and very very helpful and friendly people. Due to a sudden change of our personal arrangement, our 8yo son joined our trip at the last minute. We got the best support from the LMO team and wonderful surprise to our son with treats and wonderful settings. Additional late check out service gave us time to explore the other side of Hong Kong. Again, thank you very much for the extraordinary staycation.
Stayed one night with friendship celebration at suite, good service from staff and arrangement for decoration.' Environment and furniture new and clean, feel modern even for young. They also provided kit with surgical mask and wet tissue etc under COVID-19 that we feel really warm.
Spacious and luxurious suite with nothing to complain about. I would say the bathroom must be a highlight of the suite and I was surprised by the size of the bathtub. The whole design of the bathroom was just stunning. The in-room dining also maintained a high standard and the Japanese style breakfast impressed me a lot. The stay in this hotel was just awesome and I am looking forward to our next stay.
We’ve a pleasant stay at LMO. We really appreciated all the genuine and excellent hospitality services since check in until leaving from hotel. Especially very big thank you to the front desk (Anson&Kiming)and Somm (Wilson.king.jimmy) who made us feel good about the accommodations & dining experience. really highly recommended to stay in this Landmark Mandarin Oriental HK.