Novotel Hong Kong Century Hotel

The hotel may have had a lobby upgrade but the rooms remain small and dark. The shower was unimpressive and leaked water all over the floor, saturating the floor mat. The staff were not terribly friendly and there was no mention nor attention paid to my Diamond status. Breakfast was appalling and the food in the Exec lounge not worth eating. I understand the difficulties in HK right now, but with occupancy rates so low, now would be the chance to step up customer service and impress. Not here though.

This was my second stay at Novotel Century Hong Kong and I'm sorry, but I won't be rushing back. I and an Accor Hotels member and I travel frequently around the world and usually find customer service to be very friendly and visible to guests. It's the little things that make a hotel worth visiting again - I didn't get any of that this time. My stay was during Coronavirus which saw everyone wearing masks - I understand that as I lived in HK for 15 years which was during SARS, bird and swine flu, however with the masks came less visible smiles and a lack of feeling of being welcomed to the hotel. There was no-one at the door to greet my taxi and to help me with my bags into the hotel. Each time I went out, staff behind the concierge and reception desks were all heads down looking at computers. Most big hotels would have someone waiting at the doors to open them for guests - I expected this especially during this time so there would be less people needing to touch the doors and hence possibly spread more germs. It would have been so easy to have staff members wearing gloves standing at doors to open the doors to welcome and farewell guests as they came and went. In times of uncertainty as was the mood throughout Hong Kong, a little touch of friendliness inside the hotel would have been welcomed. Body lotion in the bathroom would have been appreciated as well. I don't recall a hotel that never provides that. I had to ask the cleaning lady one day for a tube and never received any more after that. Overall, my stay was disappointing.

It was a very pleasant stay and I would not hesitate to return again. The only minor issue I had was with the choices of TV stations available. Fox News is a bit too conservative to the right for general guests, I think. To counter balance, perhaps CNN should also be made available.

Everyone was helpful and friendly.

During our stay over four days, we found all your staff friendly and helpful. The rooms were adequate and clean. The buffet breakfast included with our accommodation was excellent. We would have liked there to have been a cafe where coffee and a light snack could have been purchased. Paying over HKD200 for a simple pizza was too expensive in the main dining area.