W Hong Kong

This must be a joke. I stayed there end of October. But the whole time pipe in the toilet must have problem as it smelt like public toilet even though the toilet itself is clean. You’d have to keep the toilet shut otherwise the whole room would smell like public toilet. But the problem is that the shower cubicle and toilet cubicle shares one door so when you shower you have to let the toilet open and as a result the public toilet smell would go into the room. To be fair the front desk staff was nice and they probably would change the room for us if we wanted. But it wasn't a long stay and I thought the cleaners must know this if they wanted to solve the problem they would’ve. Since they didn’t I assumed it’s because of the problem lies in the pipe in the wall they can’t change that. So I didn't bother to change the room and just avoided staying in the room during the day. After the stay I got a link asking me to do a survey so I voiced my concern there. A few days later I got an email from Mink in customer relations. they said they’d follow up with the situation and offered 10k points as compensation. 10k was not a great compensation for ruining the experience for the whole stay but I didn’t care. So I thought fine. Cut to the end of November, not only there was no follow up on the issue, the 10k points were nowhere to be seen either. So I contacted W relations again and this time they didn’t even bother to reply, and that was 2 weeks ago. Already I felt pretty unimportant trying to be gotten rid of just by 10k points, but this is another level of rudeness that even the 10k was just a pretense, on top of that, even if you are petty enough to chase after 10k points, they don’t even care about you enough to reply. I’m sure there was probably some miscommunication/misunderstanding for this to happen but the fact that this happened in the first place means a lack of genuine care in the customer relations. Whatever I was offered was just formality response. And this aftermath negates whatever W Hong Kong did right during my stay and left with the impression of 1 star for me

GREAT hotel. Amazing service, truly 5 star. Nice buffet. Great rooms, very clean and well equipped. I hadn't stayed in a 5 star hotel for a few years so it was quite the refresher. The design of the hotel is progressive and modern, not stuffy and conservative like the Ritz Carton which is next door. The W is also connected to The Element Mall so very easy to do some good shopping, quick eats and find an ATM. I can't wait to go back.