GGuest UserBecause my child loves the Harbour City and Star Ferry Pier area, we've stayed at one of the three Marco Polo properties every year. My favorite is Marco Polo Hong Kong – it's classic yet comfortable, and its lounge is better than the Gateway's. Last summer, during our stay, I experienced unprofessional and discriminatory treatment from the front desk staff and was given a low-floor sea view room facing a car park. Consequently, I left an honest negative review on Ctrip. This year upon check-in, it truly felt like the hotel had taken the Ctrip feedback to heart. They must have given specific instructions to both the front desk and lounge staff, as we felt exceptionally well looked after overall. The two gentlemen in the lounge, in particular, were incredibly kind, sincere, and attentive. The gentleman from the concierge who escorted us to the executive floor, who I believe is the head of concierge, was also very dedicated and conscientious. Just before taking us upstairs, he even saw an elderly person at the main entrance needing help and immediately directed staff to assist. Overall, I noticed the hotel has implemented some cost-saving measures; for instance, the executive floor toiletries are no longer single-use. However, I fully support and embrace all eco-friendly and waste-reducing initiatives. While the food range in the lounge has been slightly reduced, the quality remains consistently high. There also seem to have been some significant staff changes; the previous expatriate manager in the lounge is no longer present, and the front desk staff are much more approachable, not exhibiting the aloofness sometimes perceived from local staff before. Every single staff member, from top to bottom, now seems very down-to-earth, diligent, and dedicated – which is excellent. With such effective management, I wish them continued prosperity in Hong Kong's highly competitive hotel industry.
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