Please also look at my review of Cosmopolitan Hotel Hong Kong.
The below review is based on a truly terrible experience, and could be avoided if the staff were better trained and mannered. This review does not reflect the whole Cosmo chain hotel as we've stayed in other Cosmo hotel which are enjoyable.
We arrive at the hotel around 8:30pm, and were initially warmly received by the staff.
We provided our name and booking confirmation, and after a 10min wait, we were told our booking was not found and told to wait indefinitely until they receive it from the agent.
After a long wait, the reception recheck their system and told us our reservation was mistakenly moved to
- Cosmo Hotel (Tai Kok Tsui - Kowloon) which is 30min drive away.
We decided too this was okay, since we planned our trip in Kowloon the following day. We asked the receptionist to reconfirm our booking and provide us a Confirmation Number at Tai Kok Tsui to avoid further confusion at check-in.
After which we were met with horrible services, the receptionist received us coldly and provided us the telephone number of their sister hotel and was told to call ourselves. This is very rude indeed as they are of same hotel chain, share the same systems and there was no one else at the reception at the time.
We call the telephone number provided and realized the receptionist provided us the wrong "hotel restaurant" number. After we managed to get through to Cosmo (Tai Kok Tsui), we were told our booking doesn't exist, and we should recheck with our agent.
45mins has passed since we've walked in, we told the receptionist the booking doesn't exist., and which we were again very coldly received. We request the reception to check again for our booking.
After a further 15min pass and further dialogue to no avail, the manager stepped in and found our booking in their hotel as they have mistaken our First & Last Name.
The manager kindly took over and provided us a free upgrade to Cosmopolitan Hotel which we enjoyed a lot.
But this terrible experience, a simple check-in lasting more than 1-1/2 hours left us truly sadden. We would gladly give this hotel 3-4 stars if not for the terrible service we've received.
We sincerely hope they can get their act back together again and serve their customer with competent.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
25 April 2012
First of all, thank you for taking time to review us. We regret to learn about your unpleasant encounter, please accept our sincere apology. The whole incident is due to a mix up of the booking name and miscommunications. Please be rest assured that our front office team has been seriously briefed to pay attention to providing more professional and sincere service, especially being more enthusiastic in answering guest’s requests while regular trainings for staff will continue to take place. Despite this, we still hope our guest services manager has finally arranged your accommodation up to your standard and your encouragement for us is greatly appreciated. Thank you again, we await your visit with a totally different experience.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC