Sheraton Hong Kong Hotel & Towers

Service was not bad but room was lacking and no views at all. Location was good. Next to a big mall

We requested an upgrade for one of the rooms to a sea view, as we hold Gold Membership. The receptionist initially indicated that he would do his best to accommodate this request. We do understand that it is common not to be upgrade. However, after the lengthy check-in process of 40-50 minutes, when we asked if the room had been upgraded to a sea view, he told us it had not. When we inquired about what type of upgrade had been made, he informed us that the room was only slightly larger. To our dismay, upon comparing this room with the other two, we found that it appeared even smaller. The other two rooms included a sofa, whereas this room could only accommodate a chair. Additionally, this room had a very unpleasant smell, as if it had not been used for a long time. I am extremely disappointed to have to write this feedback at midnight during my holiday. It has affected my ability to sleep, and I felt compelled to express my concerns. I want to emphasize that our disappointment stems from the attitude displayed when he attempted to resolve our issue when his junior colleague doesn’t do his job well. It felt as though I owed him something. While he did not use any inappropriate language, his demeanor conveyed a lack of concern for our situation, as if he was unwilling to help rectify the problems we faced, despite the fact that the fault lay with the hotel. So we decided to ask him what we can do to feedback our experience to your management, the hotel staff give us his name card and saying that we can write to his email address. That is so funny and he is thinking that we are *****. Then we ask him we want official email to feedback then he just say app can feedback.

extremely great location. K11 mall, HK art museum is right opposite the hotel. The sea view room is clean and spacious, size is okay for a family with one infant. Harbour view is terrific! The only downside of the room is the design of the toilet can be noiseless, the sound of flashing toilet, closing door and turn on/off light is loud. The shower room drains slowly.