Harbour Grand Kowloon

The front desk staff had a poor attitude. I simply asked why the hotel tax was charged again since it was already collected when I booked through the platform, and her answer was that she didn’t know. I also asked about checkout time — it’s 11:30 — and requested a one-hour late checkout to 12:30. The staff said that was fine, but the confirmation text on my phone didn’t change. I called to notify them that the checkout time had been changed, but the male staff member’s attitude was indifferent and just said “ok.” I paid a high price for the room this time, but the service did not meet expectations.

Liked: The harbour views were beautiful, and the rooftop pool overlooking the water was definitely a highlight. The rooms were pleasantly decorated, and we especially appreciated the lovely lighting in the showers, which was a thoughtful design touch. The staff were very nice and welcoming throughout our stay. In particular, the bald gentleman with glasses at the entrance was fantastic at helping guests with their bags as people arrived and departed. His helpfulness and attentiveness really stood out! The lady providing towels at the pool was also lovely and added to the positive experience. Overall, the hotel has a lot to offer, especially its views and rooftop amenities.

Disliked: There were a couple of areas for improvement. The rooftop pool would have benefited greatly from umbrellas or additional shaded areas, as the heat made it difficult to comfortably spend an extended amount of time outside. The rooms were fairly clean, but there was some room for improvement in the overall cleanliness and attention to detail. With these small improvements, the experience could have been even better.

I went to celebrate my birthday and mentioned it when I booked and at check-in, but nothing was done — no upgrade, no cake, no late check-out. The front desk attitude was poor; they didn't even say "happy birthday." After so many years of celebrating birthdays at hotels, I've never experienced such poor service from a hotel that claims to be five-star. The TV had so much static it was unwatchable, and when I called to report it their response was equally indifferent. I do not recommend this hotel at all.

This was my second stay and the experience remained consistently high quality. The room was clean, spacious, and the open sea view was very relaxing. The hotel's facilities were well maintained and the staff were friendly and professional; check-in was smooth. With many restaurants nearby in Hung Hom and excellent local amenities, it offers great value for money. I will definitely stay here again if I have the chance.

Came 2 years ago, here again for the sun rise from the room and morning run to Victoria Harbour

I had to cancel and request a refund due to the unavoidable circumstance of pregnancy and even submitted the required supporting documents, but the response was disappointing and showed no consideration. Their attitude of strictly enforcing the rules without taking the guest’s situation into account was very upsetting. I question whether this is the level of customer service befitting the hotel’s reputation. I will never use it again.

Liked: Location, location, location. A beautiful view of the harbor. The coffee place on the premises had a nice selection, plus really friendly staff. Good service there. Also, the housecleaning staff always super nice and efficient.

Disliked: The buffet was too...typical. Just make due when not in a mood to eat out. The staff did not answer my questions. "I don't know" in the age of instant info isn't my idea of a good service. How about "let me find out, and I will get back to you?" Effective communication is hard. However, I recalled from my other stay that I had left with the same feeling. It may be a cultural difference but I feel being an international hub would mean being sensitive to cultural expressions of its guests.

Liked: Great hotel, with fantastic view from the room. The rooftop pool is a great bonus which made our stay even better. We would return.

Disliked: The hotel is huge, so the lobby/check-in is always busy and crowded. In fairness to the hotel staff, they managed the large volume of people perfectly, so it is just a personal preference that we prefer check-in and the hotel lobby to appear a little less chaotic. That said, it really isn't a huge deal.