Service Level Dropped but the Manager was very professional and helpful - Hong Kong Gold Coast Hotel - Trade Reservations
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🤢 2/5 - Service Level Dropped but the Manager was very professional and helpful
By 👻 @AngryPanda888, 03/29/2024 3:00 am
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Over the years we have had great experiences at Gold Coast and this is our third visits in recent years. However, we are disappointed this time. We arrived at around 3:30pm (past normal check in time) but we needed to wait for 90 mins to get one of our rooms. After dinner we came back to the room but noticed that it was filled with cigarette smell (not sure if the smell was from next door or if the effects of air refreshener waned). We notified service center but was told that cigarette smell could happen (?!) We were unlucky as the room next door made a lot of noises in the corridor at night also. On our second day of breakfast we weren’t allowed to sit at the very same table we sat at the previous day, as we were told by the cafe staff that the table was for a party of six. Surprisingly another family of four came right after and took the same spot. The only difference between us was the language we spoke. The staff could have come up with all sorts of excuses afterwards but we did feel discriminated against. I have always had great experiences with hotels run by Sino Group (Fullerton Ocean Park is particularly good) and I reflected my concerns to the hotel’s manager Ms. Kung. She was very patient in listening to our concerns, offered remedial solutions, as well as suggested how her staff should have reacted in the first place. By speaking with her, our frustration level has greatly reduced and we will still potentially return given the facilities here are really suitable for young kids. However, we were rather take aback by how some of the staff handled the situations.
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