Guest User
May 15, 2025
I stay at The Gateway every time I come to Hong Kong, this time the experience was terrible! As soon as I opened the door of the room, a strong musty smell hit me. It felt like no one had lived there for a long time. I went to the front desk to ask for a room change. I went there four or five times, but every room had a musty smell. I noticed that the rooms given by the front desk were all upstairs and downstairs in the same direction, so I asked if we could change the direction, because before when I checked in, if there was a smell, the front desk would change the room and it would be a normal room without any smell and it would smell good. But this time, the front desk staff, especially the male one, had a very bad attitude. He never made eye contact with me and was very rude. He also refused to change to another direction, saying that all their room types were like this. They also asked someone to go into the room with me to check. Every room had a smell, and the accompanying staff could smell it. After changing four or five rooms, I had an urgent matter and didn't want to continue wasting time choosing a room, so I chose a room that didn't have such a strong smell. When I told the front desk that there was still a musty smell, I just didn't want to keep running back and forth, and the front desk pretended not to hear me and checked me in! It was a very very bad experience. The man at the front desk who was wearing black clothes and had yellow hair was very unfriendly, rude and tough!
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