Island Shangri-La, Hong Kong

I booked the Shangri-la Island Hong Kong location months in advance (Oct 27) for planning for a family reunion travel. Due to the Shangri-la's website booking restrictions, my family of 4 -- that is 2 adults and 2 children under the age of 6 is required to book a connecting room, a 3 bed layout setup that is one of Shangrila's most costly room offerings. I was shocked. But the website did not allow me to book a king room. Even when my baby sleeps with me and we travel with an inflatable bed for my preschooler, Shangrila insisted I book the most expensive setup! My relatives also booked the hotel. Later they told me they booked a king room on the family floor and asked if I can call the hotel and move my booking so that our kids can play together. What a nice idea I thought. I proceeded to call Shangrila on 12Nov to arrange the booking only to be disgusted by their policy. Because I booked nonrefundable - there is nothing they can do. Despite my booking is in the most expensive room in the hotel they cannot downgrade me to a king room or even move my room to the nearest applicable room on the family floor. There was another room equivalent to the connecting room that I had booked, the Safari room, that the Shangri-la associate offered to me but would require an additional $55k HKD per night to stay. I looked at the photos and the setup and it was worse than what I had already in my reservation. In addition, they could not grant me access to the amenities on the family floor despite that I was traveling with a baby and small child, but would have to pay extra for daily access to these amenities. 90 mins of calling and explaining the situation later, I hung up livid. I was appalled and disgusted. I told the associate I cannot understand how Shangri-la touts themselves to be such a family friendly accommodations only to show it to me that I've booked the most expensive room, and because its nonrefundable they refuse to do anything to help me make the most of this family reunion trip. I told the associate blankly that I cannot wait to come to the hotel and rave online and review how poorly they treated me and that this is simply taking advantage of traveling families. Needless to say I was not looking forward to this trip. Fast forward a couple months, my trip has come up and I have arrived with my family. Upon check in, Miss Gigi of the Guest Relations Team helped with my booking. Her attentiveness and eager to help us make the most of our first time stay at the Shangri-la exceeded my expectations. She observed that it was my baby's birthday coming up and offered to send a small cake to the room to share with the family. Her associate greeted my kids with stuffed teddy bears ("Sam the Chef" and "Tony the Bell Captain" both who are cherished friends in my children's bed now back at home). She observed we were only 2 adults and 2 childen and stated that the room size with a connecting room might be too much for our setup and offered to downgrade our booking to a king room, especially that the in-room seating can be converted to a child's bed. While the family floor did not have any openings to accommodate us, GiGi still offered to mark the paid difference as pre-paid credit to the room and any incidentals can be taken from the credit. And any remaining at checkout could be refunded. What a welcomed relief. I couldn't believe it. It was exactly what I hoped for. But wait. There was more. After getting to my room, I was surprised by another visit with staff members delivering a bed change service of the in-room seating to a children's daybed. They gave us toiletries for the children, fruity soap and shampoo that brightens their energy and thrills the senses over the soothing tranquil musk that comes from the adult alternatives. Maybe an hour later, I someone else delivered a set of macarons and a handwritten card, wishing my daughter a happy birthday. This was above and beyond what I could have imagined. I hadn't yet planned a birthday celebration for my baby and here's the hotel staff treating her with such recognition. I was honored. And humbled. With the extra money relieved in our travel budget we gladly did pastries and coffee at Island Gourmet - the 5th floor cafe the first morning. The staff initially rang my kids rant of pastry orders as a la carte orders -- but then later another older staff member, who I don't remember her name but recall her story of her children Gerald and Geraldine -- kindly recalculated our bill to be breakfast sets instead of a la carte selections; effectively saving us $150 HKD. This was something we didn't ask for or even know about, but it was the kindness and attentiveness of the staff to willingly do this on her own. In addition, we felt so welcomed as she addressed my kids, spoke to them as young adults, and treated everyone with respect. The next morning we did breakfast at Cafe TOO the buffet on the 7th floor. The dining area has children's dining ware and utensils, the food is wonderful and has many child-appropriate selections, and the staff was so attentive! One staff member, Umi So, even found the time in her busy responsibilities to twist balloon animals for my kids. I mean, who does that?! Cafe TOO was wonderfully attentive. At midmeal, the staff came out with individually plated dimsum on a push cart - really giving guests the legitimate HK dim sum experience! My baby got a pig designed steamed bun - which she held and played and really enjoyed. By the end of the meal my son had popped his green dinosaur. He had wanted to ask the staff member for another balloon and I could see the dining rush had started to arrive. I told my son, one balloon is enough, but he's young and decided independently to walk up to the staff member and ask if she can make another one. I saw the guests coming in but here she was making a lion balloon just for him, treating him as if he's the primary guest of honor. We were treated sooo well. Too well. We dined at Summer Palace one lunch and were met with equally attentive service. Due to having to attend the children, one of our steamed chicken soups went cold and by asking, the staff member was able to resteam it for us. We were welcomed and sent off, each day by very kind and attentive staff, as we traveled mostly by taxi for our large family. Each ride in, they helped ensure we unloaded with ease and care -- so important and hardly mentioned as traveling with young ones can be often be rushed or clumsy. On our last night, we had finished a long day at Disneyland and our feet was tired. The kids fell asleep on the ride back and the wife and I hadn't eaten yet. I was able to order Foodpanda delivery -- and I spoke with the Bell Desk staff to hold the food for me, so that they did not call and wake up the kids in the room. In addition, they kindly pointed me to the Lobster Bar & Grill venue where I could comfortably order a whisky and bring it back upstairs to the room to enjoy with takeout dinner. Overall, I'm thoroughly impressed by Island Shangri-la's attentiveness, thoughtfulness and well-meaning. I came ready to observe and report every flaw, defect and mistake as vengeance against my phone call early in November but I have now returned home and cannot help but rave, shout, and praise what an amazing experience Island Shangri-la offered. And it was not solely by 1 staff member, but evident in the organizational culture, the hospitality and by management design. Thank you for an extraordinary stay and I look forward to coming back again soon.

Simply 10/10 experience. Would give more if it were possible. From start to end Eric & his team went above & beyond to give us an extremely personalised wonderful stay. We upgraded to kids level, they got free gifts & kids club. Unlike anything we have seen elsewhere. Magnificent job!

This past Christmas, my husband and I returned once again to our beloved Island Shangri-La Hong Kong for a two-night stay. This visit marked our fourth time at this beautiful property, and each time we return, it truly feels like coming home. We first fell in love with this hotel not only because of its fantastic location — directly connected to a beautiful shopping mall and just steps away from public transportation — but because of the people. The heart of this hotel is its staff, and in particular, Ms. Nicole Tang from Guest Relations, who left such a lasting impression on us during our previous visits that we made sure to let the hotel know we were coming back just to see her again. From the very beginning of our stay, everything felt magical. Since we were only in Hong Kong for two nights, we wanted to make every moment special, so we arranged the hotel’s limousine service for both arrival and departure. We also did this on our previous stay and were chauffeured in the Rolls-Royce Phantom in stunning Shangri-La blue with cream leather interior — truly a “magic carpet ride.” It was the perfect way to begin and end our Christmas holiday and added an extra touch of elegance to an already memorable stay. We truly believe this is a must for every visit. Upon arrival, Nicole and her colleague Kaysie surprised us with beautiful Christmas decorations in our room, including a festive “Merry Christmas” greeting on our bedroom window. It was such a warm and joyful welcome that immediately set the tone for our holiday. Unfortunately, during our stay we both fell ill. However, even in those circumstances, the kindness and care we received from the hotel team made all the difference. Nicole checked on us regularly, sent complimentary hot lemon and honey tea to our room along with comforting Chinese congee soup, and made sure we had everything we needed to feel better. She even gifted us a beautiful Shangri-La branded thermal tea bottle for Christmas — a gesture that truly touched our hearts. Every time we saw Nicole, she greeted us with a smile, asked how we were feeling, and even offered to take photos for us so we could remember our holiday. Despite not feeling our best, she made sure our Christmas was still filled with warmth, kindness, and joy. She also came to greet us during our Christmas dinner at the restaurant and while we enjoyed afternoon tea on our second day. Nicole even ensured that our room was perfectly made up by housekeeping while we were relaxing in the lounge — such a thoughtful touch throughout our stay. We also enjoyed access to the Club Lounge, where we relaxed with wonderful hors d’oeuvres and beverages while overlooking the Supreme Court building and the bustling Hong Kong streets. One evening, we were delighted by a beautiful performance from a school children’s choir and band singing Christmas songs on the grand lobby staircase — a moment that felt straight out of a holiday movie. We are truly loyal guests of Island Shangri-La Hong Kong. While we usually stay within other hotel networks where we hold membership status, this property is a special exception for us. We return because nowhere else makes us feel so genuinely welcomed, valued, and cared for. A heartfelt thank you to Nicole and the entire Island Shangri-La team for yet another unforgettable Christmas. We already look forward to coming back again soon.

Manager Chloe Look was excellent - as usual. Addressed issues I raised promptly and professionally, including those related to the gym and the staff at the lounge. Add some very nice personal touches to my brief stay at the hotel, making me feel extra welcome and taken care of. Chloe's attention to detail, professionalism, knowledge, and the way she carries herself are top notch, in my view. In-room dining Fred and the young chef who partnered him were very thoughtful and attentive. Gym staff Fe and Alex were warm and friendly as usual, and also attentive to my needs. Front desk colleagues Keith, Jason, and Charisse were very helpful, from providing local currency notes, info and advice on the time needed to travel from the hotel to various places, and arrangements for going from the hotel to the airport to return to Singapore. Send-off colleague Jay was very helpful and warm. A nice last touch before I left the hotel.

Well situated hotel central in Hong Kong right above the Admiralty station which has excellent links to everywhere. Check in was outstanding the staff were very attentive to our daughter and made us feel right at home. The room on the 53rd floor with a harbour view was simply breath taking. The guest relation officer Kaysie demonstrated a warm and high level of customer service, showed us to our room and provided information on the area a special and heart felt thanks to her. The beds were super comfortable, decor was very sophisticated and bathroom had excellent facilities. The breakfast at Cafe Too was exceptional, the best I've experienced so much choice of different cuisines and drink selections I could not speak highly enough of this. We spent some time on poolside attendants very friendly and efficient. Overall a delightful, delightful stay. Exactly as you should expect from the Shangri-La. The staff were impeccable as was the housekeeping. A beautiful hotel in an excellent location. Fabulous facilities and service team. Highly recommend.