Trip.com M.
Google
We have been staying at this boutique hotel for more than three times in the past. We stayed here four nights this time and were happy with most of the other staff except one person who had been working on the first three nights of our stay. The incident happened when we arrived around 10pm on 1 December 2025. The male reception was good looking but not helpful. When we walked into our unit (02) it was dark so we could not see our room properly and found it so different from the unit we used to stay on previous times. I then went down to ask if we could be assigned a unit on the other side (01). Knowing that a few guests had not arrived yet, but he sort of casually declined. I said I will come down next morning to check if any 01 unit would be available...... After we woke up, we got used to the new layout so we were fine staying on although being offered a 01 unit the next morning. It is actually not a big deal, but each time after that 1st of Dec when we saw this man on the reception, he never looked at us nor addressed us, and one time I walked behind him when he got into the lift. He did not look at me nor ask if I need to go into the lift, he just closed the door.... It was very rude and being revengefully neglected each time when we returned to the hotel after dinner was actually not a pleasant experience.We were however, very impressed each morning when we went out for breakfast, the team had a morning meeting at the reception, and everyone was very very nice. I do not understand why at night when there was no supervision, someone's attitude could be so neglecting. At 5.30am on 5 Dec when we left for the airport, no one would even hold the door for us while we ferried our luggage out. I had to hold the door open for my 77 year old husband to bring 5 pieces of luggage out. I am sure that staff would never have been trained like this based on our observation of the morning meeting.Perhaps a camera at reception could be on and checked to ensure decent customer service from the reception to the guests (just as the team was being briefed and shown to act professionally and welcoming during the daily morning staff session)? By the way, Mercer Central offered tea, coffee, coffee mate, sugar, etc, but no bottled water. After travelling in China for 48 days, we did find this a bit odd to have no bottled water on a late arrival time. I just wonder if it is feasible for 2 complimentary or at least fee for usage bottles of water on the 1st night only. Closer to 11pm, we had to make our way to the reception to buy water @HK$5 each. So guests particularly late arrivals please make sure that you buy water prior to arrival as 7 Eleven is not close, bring your own tooth brush and slippers. Although advocating for green, hotels in China if not already provided in the room, will offer guests to pick up at reception as needed. Being green is completely understood, but it will be great to give reminder to guests prior to arrival so they are prepared, or at least making guests aware within the check in process. Although we prefer Mercer Central because of the space and handy location, we would really need to reconsider whether we should return/recommend our friends to such an unwelcome home.
