The Excelsior Hong Kong, Wan Chai

Did not honour confirmed reservations for room requested; reception staff could only recite "Our policy is ..."; total lack of common sense or customer loyalty. I left -- after meeting significant resistance to have bags returned and being stonewalled on 1-day cancellation policy -- and when checked in at Grand Hyatt (much, MUCH nicer property), received LOWER rate for PREMIUM CLUB FLOOR room!! Lesson: Don't ask twice; PASS and go to Hyatt!!

The rooms were a bit small. The gym was very good. Expect to wait a long time at reception. Very handy for shopping and the MTR station. One thing I disliked was an 8 dollar fee for using a calling card but otherwise nice hotel.

Even before we arrived at the Excelsior, our queries by e mail were dealt with promptly and courteously.From the moment we arrived until we left, we were treated like royalty. Nothing was too much trouble. Without exception the staff were eager to please. The food was great and the view from our bedroom across the bay was wonderful. We would have no hesitation in recommending this hotel to any traveller as excellent value for money. We have written a personal letter of thanks to the General Manager.

this is the most comfortable hotel that I ever stay. it's hs good furniture and good decoration. and it's in central of the city, so we can go easily to everywhere.

We just stayed at this hotel over the Christmas holiday. The hotel location is great. Lots of shopping and restaurant at walking distance, and subway station is close by. It has a great gym with a variety of exercise equiptments, with a nice staff in there plus long opening hours. However, the rest of the hotel sevice is very poor, I feel like I get no service at all, we never get enough towels in our room. We came across one very rude front desk staff. I would definately pick a different hotel next time. I don't feel like I am getting my money worth for that kind of service.

The Excelsior is one of those mid-level hotels that tries to be a first-rate hotel, but can't pass muster. That they are owned by the Mandarin Oriental chain only makes it worse, since the staff thinks they are working at the Mandarin, but without the training and resources to bump up the service and amenities to make a stay here memorable or enjoyable. Certainly, if someone was not used to staying at first-rate hotels, they wouldn't notice how young and unprofessional the desk, lobby and business center staff are here. It's hard to describe it, since the differences can be subtle to those not used to good service, but to see what I mean simply walk into the lobby of the Peninsula in Hong Kong, and walk into the lobby here. Not taking into account the physical differences, which are not worth comparing (the Penisula is a more expensive hotel) but it doesn't cost anymore for a well-trained, professional and friendly staff. The Excelsior stumbles badly. The rooms are way over-designed. They look like a designer's first job, with an attempt to include everything they'd ever read about for a "hip" hotel (which this is not). A glass window from the shower to the room (senseless in this setting), glass sink bowl (always messy looking), backlighting, cove lighting, hidden lighting everywhere -- there are seven different light switches just for the room. It's silly -- and all the built-in furniture, shelves, tables, sofas, closets -- everything is over-wrought and jammed into the space making a typically small Asian room even smaller. I never did figure out how to turn the backlighting off inside the frosted glass closet. The room redo's are likely new, since they are in pretty good shape, but it looks dated -- mid-1990s stuff. The business center looks like it was passed by when the rooms were upgraded --definitely 1980s looking -- and get this, a 20 percent surcharge for calling DHL to pick up my box of laundry I was sending home. Every hotel I stayed in on this trip called DHL for free. That surcharge was absurd. And when I complained about it (a US$120 "extra" charge for making a phone call!!) to the manager on duty, he said "it's the hotel policy". Yes, but it's still stupid, policy or not. And a real hotel, offering real service NEVER tells a guest with a legitimate complaint, "it's the hotel policy" shrugs and walks away. As an overall experience was the stay bad? No, but what irks me is when a hotel pretends to be classy and service oriented, and it is not even close. Just be honest, Excelsior, you are a pedestrian hotel. Don't pretend to be anything else --that's what makes guests upset. If the hotel had simply advertised themselves as a middle-of-the-road place, my middle-of-the-road experience would not be nearly so disturbing.

We have been staying at this hotel over the last few years. Stopover before the long haul to Europe. This year our room 2306 was excellent overlooking Hong Kong Harbour, Marina and Kowloon. The harbour view rooms are a must as they are spacious with all the mod cons. Its magical watching the large cargo ships cruising up and down the harbour jostling for space between the ferries and junk boats. Dinner: eat at "Top of the Town" on the 34th floor-modern crusine with views after a few vinos its breathtaking. Otherwise eat at the Mandarin Hotel-its very chic and stylish with a fabulous view.(pricey but worth it) Breakfast: Is the best, freshly squeezed juices, 4 chefs cooking American and Chinese food. Its always exciting to wake up knowing you have wonderful decisions to make...What will I have today! Shopping: Nathan Street, Causeaway Bay-Times Square, forget Stanley Markets, Melbourne Plaza 2nd floor cheap perfumes, Macau IslaND.

The hotel's location is so convenient to everything you want or need. Great food and shopping all around. For food there is eating on the cheap to fine dining. For shopping from daily necessities to everything else under the sun. Excelsior facing Victoria Harbor also has one of the nicest views in town. The rooms are a good size with excellent amenities and comfortable beds.

I was there with my friend Madeline many year already. My friend Madeline have a friend working there and the company is putting her up at your hotel. Madeline and I went over and stayed with her for free. Your hotel provided me with some extra blankets which I feel is OK as the stay is for free and I only paid for the airticket. The service is very good which leave a good impression on me. I would like to go back to your hotel again one day. I have a very nice trip although Madeline and I have gone our separate way when we are in Hong Kong. Both of us are very independent women as we go to different places which we feel like going without restricting each other. Now, I am a mother of 2 small children. Going back to Hong Kong for a trip is a dream now as the children is still small. If I have the chance to have the trip for free for four than it will make a different to me and my family.(daugther 3yrs and Son 7yrs)......

I was there for a busienss trip and I have to admit that the services left me really satisfied. Being a service critic myself, I was very impressed by the staff initiative and attitude. And its in the heart of all the action in Hong Kong Island. And very near to MTR. 2 thumbs up!