Stunning hotel, with amazing hard product; the hotel is architectually beautifully designed and the view from everywhere you look is unmatched. The rooms are lovely and the amenities are great. However, I am not pleased with the so to say ”soft product”.
The staff at the reception were cold and unfriendly. When I was checking in late at night after a very long flight, I was hoping for a warm welcome in this 5-star hotel, expecting a high standard from the Four Seaons company. However, the check-in process felt hasty and unfriendly, even though I was the only customer there. I was not greeted, nor asked how I was doing, where I am from, etc. The staff simply asked for my passport, and handed me the room key, without words. I later asked for options for another room, with a different view. This seemed to annoy the person with whom I checked in. I don't speak Mandarin, but I was given the feeling that the front desk staff were talking about me in my face.
Later, during my stay, when I went down to the reception for questions, the answers were always very short, and given without a smile.
As a side note, I must give compliments for the bellmen and the security, as they were always very friendly.
This overall experience left me with a sour feeling, and it simply make me not feel welcome at this hotel. This is not the service I expect from the Four Seasons company.
I have contacted the hotel about this matter. They were defensive on their end, and didn't offer a sincere apology.
- Michiel van den Akker
Absolutely one of the nicest hotels I stayed in. Location is excellent with view of the Canton Tower and the river, especially the night view.
- Guest User
