The Langham Hong Kong

Very clean rooms. We enjoyed our stay over the weekend. Thanks for your warm hospitality and service.

I have always enjoyed my stay at Langham. Each stay the experience is better than previous one. I am staying in Langham since more than 30 years. Very good team from the time you alight the vehicle to the time you board the vehicle upon departure to airport. Each member has a special aura of making me feel at home. The Palm Court bar and snacks a perfect place to spend evening.

My family and I stayed 8 nights at Langham Hong Kong. We ordered 2 non smoking connecting rooms. Upon check in, we received connecting rooms on the 10th floor that had a severe smoke smell. We went down to talk to the manager on duty, Patrick Lee. He said he will “deep clean” the room and asked us to leave the room for 20 min. We returned to the room after 2 hours and the only difference in the room was the overly floral fragrance mixed with smoke. We went to speak with Patrick again and he simply said: “I was in the room earlier and it smells fine. Just turn the A/C on higher”. Are you serious? He expected us to sleep in a room that’s humid, overly fragrant, with smoke that’s still noticeably present and that all problems will be solved with a high A/C. We told him that our medical conditions can be exacerbated in this room. He didn’t seem to show any empathy, which is the most disappointing for a 5 star luxury hotel brand. After refusing to sleep in that room, he offered to switch our room. However, we kept one room on the 10th floor and he placed the rest of us on the 6th floor. As a result, we had to keep taking the elevator to retrieve our shared items. Also, in the new room on the 6th floor, the shower did not drain well. Needless to say, we did not sleep until 3am. The next morning, we spoke with a different manager, Jamie Lam (?). She offered to switch our room to a connecting room, but we had to wait until the afternoon. This threw our entire plans for that day out the door. Since we didn’t hear from the hotel, we asked about the room around 2pm. Then the next assistant manager Lucas Yip helped us. He told us only 1 of the 2 rooms are available at this time and he’ll notify us when the 2nd room is ready. By the time we were completely situated in our rooms, it was 5pm. We’ve lost an entire day and a half of our Hong Kong trip to hotel issues. We had this grand picture of Langham in our minds of being “the best hotel experience” and left with “do not come back here - service is not what you expect at a 5 star hotel”. With that being said, we appreciate that Lucas was able to make our stay better than it started. Patrick Lee needs to be retrained and learn to show some empathy for his customers.

No 12pm check in and forget about a room upgrade. We had 3 rooms booked all on all different floors. All was across from a red sign door. Apparently if they had this outside the room, they had a celebration so be prepared to be woken up at 8am! Cracked glasses and dirty silverware at the food gallery buffet. Also half the buffet had a large noodle station and everything else was mediocre and lack quantity. Dinner buffet had the weak thin piece crab legs. Lobster had cheese but they were controlled portions meaning they put it on the grill then wait 45 sec per lobster so they can heat the cheese. Like really? Just put in a serving dish and let me grab it. To recap, it is the weakest of amex FHR in Hong Kong. I had a better breakfast at the centurion lounge at the HK airport lol

….but we had a billing issue, which has still not been resolved (hence the average rating). This episode soured our stay.