![]() ![]() We thank you for your comments and suggestions as they are indeed crucial in supporting our improvement efforts. Rest assured that this shall be on the top of our "to do" list when future refurbishment plan takes place. Your comment about updating the room facilities has also been noted. We have ensured that this oversight is rectified immediately and that it does not happen again. We sincerely apologize for the inconvenience you encountered with the guestroom cleanliness. Thank you for taking the time to share your experience with us during your recent stay. More Show lessĭear ngseungtung, Greetings from the Marco Polo Hongkong Hotel. I do expect a reply from the hotel to clarify if this is only one bad experience from a single staff member or if it applies to the hotel group. I hope other pet owners or customers visiting the hotel would not have to go through such a bad experience. As your staff, Sunny, makes it sounds like the hotel strongly supports his rude actions by using his hands to warn guests in the very first place. Thus, here I am, writing this complaint wondering if the hotel agrees this is the right way to greet guests at your hotel. He even asked me to complain if I’m not happy about it without a second thought that he could’ve handled it in a more professional manner. I sincerely believe that he could’ve explain the situation before using body language which was completely unnecessary. All this happened in just 30 seconds of entering the hotel lobby. My wife was shocked as she was behind me but didn’t understand what was going on as well. ![]() His sudden act terrified my puppy immediately and was utterly rude. Instead, the staff on duty, Sunny, approached with his hands right up at my chest blocking the way and was trying to push me out of the lobby while I was just 50m away from the entrance and then told me that pets are not allowed. I would have left immediately if staff approach explaining the situation in a professional manner. I was holding my dog and passing through the lobby, not knowing that the hotel does not allow dogs to pass through as the hotel is situated inside a pet friendly shopping mall. I hope other pet owners or customers visiting the hotel would. ![]()
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