The best experience among my recent... - Grand Hyatt Hong Kong

Dropping a short note to thank the team for another memorable stay at the Grand Hyatt Hong Kong. Despite a very obviously busy festive weekend, we experienced the highest standards of care and hospitality. Kudos once again to the unparalleled Grand Club team for always “making it happen” – they must have hidden superpowers not visible to the ordinary guests! Special shout-out to Scott at the Grand Club. His cheerful, accommodating and never-say-no attitude, always executed with genuine warmth, is such a rarity in even top-notch hospitality these days. He sets a high bar for himself and his team, which is evident in the flawless running of the Club and the happy faces of his guests. Also wanted to flag that we were impressed by the above-and-beyond professionalism demonstrated by Agnes Chan of the F&B team. We had ordered some dinner from the Steakhouse, and requested for the steaks to be cooked a bit more. Agnes personally delivered the new steaks, proactively replacing them with new ones, and when we wanted some more food, she spent time on recommendations and called colleagues at room service to ensure we got the right orders – all this at 10pm in the evening (after what must have been a long day)!

Thanks once again for helping us welcome the Year of the Ox in such a marvelous fashion … We are all looking forward to our next stay because we just can't get enough of this Grand Old Dame!

The "Escape 24" concept is brilliant which gives the guests the flexibility and opportunity to make the best out of stay. Check in was smooth and it didn't take long before we could take a ride up to our room for the night.

Located on the 18th floor, our room has an unbeatable view of the harbour from above. Everything in the room appeared to be in pristine order, as they should, the toilet looked clean and tidy before I turned to the toilet bowl...

What's inside the bowl was yellow in colour with brown sediments underneath...astonishing! Though it only took a nice and simple flush, it wasn't done during the cleaning. Luckily, there was a bottle of sanitiser that came with the room and we had to clean it ourselves.

We picked the steakhouse menu for in-room dining. Dinner was served right on time, the staff always rubs his hands before serving the dishes, thumbs up for this! One of us went for the wagyu upgrade and we chose how they were cooked in advance through email. The standard provision set was fine but the wagyu served was medium well instead of medium rare. As soon as we pointed out the issue, the staff excused himself and have it replaced swiftly. The medium rare wagyu was a bit dry but hot when served but then everything else on the table had become cold given that they were already on the table for a period of time.

As a 5-star hotel, it is a pity that they have to divide the breakfast buffet into 3 sessions and you really need to act fast to reserve your slot or you will end up having the option of either skipping breakfast or returning your table before 8am. The breakfast buffet at the Grand Cafe was up to its usual standard and there was a staff passing hand gel to diners who were out to get food. Thumbs up here for going the extra mile under this extraordinary time. There were new panels installed at the buffet table for hygienic purpose and they wasn't there in our last visit to grand cafe back in Aug 2020. The panels could have been higher as it was difficult to reach the food at the back without bending your knees...

Back to the room and the sun was shining. The early morning view was accompanied by construction noise from the construction site right across the street. The supposedly double-glazed windows had a hard time filtering all the noise from outside and we were only able to take a nap while the works were paused at lunch.

With these, we didn’t make full use of the 24 hours of stay and checked out well before that. It was a mixed experience, kinda like the yellow and brown thing in the toilet bowl...

One last thing, have we missed the turndown service or there isn’t any?

The harbour view from Grand Hyatt is truly one of the best in Hong Kong!! You can definitely enjoy the astonishing sea view or watch TV from the bathtub!! The aircon is easy to control, bed is extremely comfy!!

Service from Grissini was incredible!! Dinner was delivered to our room under dine-in ban. The staff introduced each and every dishes to us patiently and politely. Thanks to the chefs, the grissini, yellowtail carpaccio and tiramisu were superb!! Love them!!

Pool level staff was welcoming too. He took initiatives to show directions and inform us about the opening hours of various areas on 11/F.

Check-in and check-out were efficient, but can be more engaging. Efficiency often sacrifices service quality. Quite disappointed and shocked by the lack of human touch here. No staff acknowledged our anniversary celebration in GHHK too. Also, CI staff should have informed guests about the dress code for breakfast.