总的来讲，这次体验真的很棒，首先我想说一下就是餐廳的那个職員戴眼镜的，他超他服务态度超级好，我忘记他叫什么名字，反正他是戴眼镜的，今天穿了一个西装，然后我觉得公司去夸奖一下他吧十分友好，因为我跟他讲了，我的先生那张卡挂在那里，然后我说用他那张卡去付款，然后他真的帮我走了两趟去解决这个问题，然后我想说就是酒店的那个泳池十分有好有小朋友的救生衣，而且告诉我们小朋友必须穿，然后我的小朋友不小心掉进水里，幸亏有救生衣就觉得酒店做得很好，还有就是180度的那个海景真的很不错，我终身难忘小朋友在这里度过了美好的假期我感觉下次还会再来，然后还有那个餐厅的东西很好吃十分的美味，感觉就是服务态度也很好，冰淇淋很好吃巧克力味特别好，然后还有门口的小熊猫照相做得非常棒，就是六星级酒店的服务了，而且很细心很细心，谢谢你们。

我去过香港十几次，为什么之前竟然不知道这家酒店呢？真是太满意了！员工服务态度超好，虽然位置不算优越，但每30分钟有一班往返海洋公园站的班车，所以比我想象中要方便得多。班车是那种可以放行李箱的豪华大巴，出行很便捷。我旅行经验比较丰富，通常会根据床品舒适度、洗浴用品和茶饮品质来判断酒店，而这三点，这家酒店都做得无可挑剔！海景房的景色也很特别，能看到好几个小岛。在无边泳池看日落更是美不胜收！因为是中午的飞机，住的时间有点短，感觉意犹未尽。房间里还有德龙电热水壶、Nespresso咖啡机和TWG茶具套装……边欣赏美景边享受下午茶真是太棒了！冰箱里还有免费的可乐和“夜间饮品”（？），让我把没吃完的外卖披萨也吃得津津有味。酒店很注重环保，一次性用品极少，可以直接用饮水机取水，这种模式现在越来越普遍了，反而让我觉得取水更方便。客房服务比我想象中要便宜，自助餐好像也有很多折扣券，可惜时间不凑巧没能体验。不过，我在楼下的咖啡厅吃了披萨和鸡尾酒，住客有八折优惠，下午四点后鸡尾酒还有五折优惠，简直是太划算了！泳池的躺椅和遮阳伞很多，泳池里也有床，很悠闲，还能看到船只和大型货船经过，感觉很棒。免费WiFi信号也很好，我听着音乐度过了非常放松的时光。魅力客房的洗浴用品是Balmain的，毛巾也很充足，看到酒店的桑拿设施和水上乐园设施后，我已经计划好下次要和家人一起来了！虽然不记得他的名字了，但早上退房后我咨询班车问题时，那位穿着考究又帅气的员工亲自帮我搬行李，还送我到班车点，真是太感谢他了！也多亏了这位员工，我下次再来香港一定会选择这家酒店的！这次住得很舒服，很放松！

有优点也有缺点：

优点：

· 客房本身温馨舒适，窗外景致很美。

· 特别感谢2025年11月5日的客房部清洁员（来自中国大陆）。她就像天使一样——总是面带微笑，服务极其周到，甚至主动询问是否有可以改进的地方。她的服务态度无疑是我在全球数千次酒店住宿中遇到过最好的。

· 退房时，前台员工Dordon（拼写可能不准确，他来自加拿大，身着深蓝色制服）提供了出色的服务，态度既专业又友善。

不足之处：

· 办理入住时，我明确要求一间泳池上方的房间，因为我在网上看到图片后，这正是预订本酒店的主要原因。然而，前台员工Jimmy却为我安排了一间东塔楼、靠近海洋公园过山车的房间。一进入房间，我立刻发现与我的要求不符，便致电要求更换。Jimmy表示会查询空房情况，于是我下楼到大堂等待。在等待30分钟后，我才被换到西塔楼泳池上方的房间——这才是我最初要求的房型。需要指出的是，所有泳池景房都位于西塔楼，而非东塔楼。

· 不幸的是，我的新房间可能是最为嘈杂的一间。房间正对面有两扇员工通道门，其中一扇是供保洁装卸，频繁响亮的关门声不绝于耳。此外，一个饮用水站就近在咫尺（酒店不提供瓶装水），其产生的持续流水声非常扰人，令人不适。

· 当时我已是筋疲力尽，不确定再次换房还需要等待多久，加之随后还有安排，因此没有要求再次更换房间。

· 另一问题发生在退房前。11月6日上午约11:30，我致电前台询问最晚退房时间，并提及原因是我的航班在晚上。一位带有香港口音的男性员工（不是Jimmy或Dordon）生硬地回复道：“如果您想住到晚上，需要支付额外费用！！” 他假定我想占酒店便宜，这让我十分错愕。提供至少一小时的宽限时间是酒店的普遍做法。

· 我试图用轻松的笑声缓解尴尬，他随之大笑附和。我重复了我的问题，澄清我只是想了解最晚退房时间，他最终回答：“12:30！”

· 这次经历让我意识到，向某些缺乏同理心、会先入为主地认为客人意在索取特殊待遇的员工解释原因，有时反而会适得其反。

建议：

部分身着灰色制服的男性前台员工或需加强客户服务培训。酒店行业需要真正乐于服务他人的精神。如果本身就不喜欢与客人打交道，或许是时候重新考虑自己的职业道路了。虽然并非所有香港本地员工都不礼貌，但关于服务态度的某些固有印象，确实仍会不时显现。

Pros and cons:

Pros:

· The room itself was lovely and offered a great view.

· A special thank you to the housekeeping staff member from ************** on November 5, 2025. She was an absolute angel—always smiling, highly attentive, and even asked if there was anything she could do better. Her attitude was, without a doubt, the best I have encountered across thousands of hotel stays worldwide.

· At check-out, Front Desk Staff Dordon (not sure of the spelling; he is from Canada and was wearing a navy blue uniform) provided excellent service with a professional and friendly attitude.

Cons:

· At check-in, I specifically requested a room above the swimming pool, as that was the primary reason I booked this hotel after seeing the pictures online. However, the front desk staff member, Jimmy, assigned me a room in the East Tower, near the Ocean Park rollercoaster. Upon entering, I immediately realized it was not what I had asked for and called to request a change. Jimmy said he would check for availability, so I went down to the lobby to wait. After a 30-minute wait, I was finally reassigned to a room in the West Tower above the swimming pool—which was my original request. It's worth noting that all swimming pool view rooms are in the West Tower, not the East Tower.

· Unfortunately, my new room was one of the noisiest. There were two staff access doors directly opposite my room, one of which was for loading laundry, resulting in constant, loud door slamming. Furthermore, a drinking water station was situated very close by (the hotel does not provide bottled water), which created a continuous flow noise that was highly disruptive and unpleasant.

· I was too exhausted to request another room change at that point, unsure of how long it would take, and I had commitments to attend to afterward.

· Another issue occurred before check-out. On November 6 at around 11:30 AM, I called the front desk to inquire about the latest check-out time, mentioning that my flight was in the evening. A male staff member (with a Hong Kong accent, and not Jimmy or Dordon) replied abruptly, "If you want to stay until evening, you need to pay an extra fee!!" I was taken aback by his assumption that I was trying to exploit the hotel's policy. It is common practice for hotels to offer at least a one-hour grace period.

· I tried to ease the tension with a light laugh, which he mirrored. I repeated my question, clarifying that I was simply asking for the latest check-out time, to which he finally replied, "12:30！"

· This experience taught me that explaining the reason for a request can sometimes be counterproductive with certain staff, who may lack empathy and automatically assume guests are seeking special treatment.

Suggestions:

It appears that some of the male front desk staff in grey uniforms could benefit from additional customer service training. Working in hospitality requires a genuine desire to serve people. If one inherently dislikes interacting with guests, it may be time to reconsider their career path.