The Niccolo Hong Kong at The Murray is the worst hotel I've stayed in among the dozen or so in Hong Kong. The location is poor, the facilities are outdated, and the service attitude is bad. Getting around is inconvenient, and there isn't a single convenience store nearby. One night, I needed a bottle of purified water for medical equipment, and the hotel replied they didn't have any, only mineral water. I said I'd pay any amount, but they still told me they didn't have it and I should go to the Central business district to buy it myself. The hotel's main entrance is small and dimly lit, absolutely not like a five-star hotel.
On the second day of my stay, it happened to be my birthday. I asked if the hotel could adjust my room to a higher floor, but they said it was impossible due to increased holiday客流 (guest traffic). Breakfast also had long queues, and the restaurant staff barely spoke Chinese, making communication very difficult.
What was most infuriating was that at 2:50 AM, all the lights in the room suddenly turned on. We were startled awake. We got up and checked the bathroom and wardrobe to make sure no one had entered, and pressing all the switches had no effect – we couldn't turn off the lights. I called the front desk, and after waiting for twenty minutes, a worker arrived. He worked on it for ten minutes but couldn't fix it, only managing to turn off the brightest lights. The other light strips remained on throughout the night. After all this commotion, we hardly slept from 3 AM onwards. In the morning, the hotel's duty manager approached me, hoping I'd forget the unpleasant experience, and offered me a late check-out and afternoon tea. I was utterly speechless 😓. For over 3,000 HKD a night, we were woken up in the middle of the night, only slept three or four hours, and had plans for the next day. The hotel actually handled the issue of guests being unable to rest properly due to poor hotel facilities with such an indifferent attitude. I expressed my dissatisfaction with their attitude and felt no sincerity from them whatsoever. A few simple apologies and they think they can resolve the health impact caused to us? I've been dizzy and muddle-headed all day, which has significantly affected my itinerary, and my mood is particularly bad. Later, I contacted the hotel through Trip.com to seek a solution, but Trip.com regretfully informed me that the hotel said they could at most waive an extra bed fee, and there was nothing else they could do. In other words, they believe that a guest being startled awake in the middle of the night, a worker coming to fix things, and a sleepless night, and the physical and mental impact of that, is only worth a few hundred dollars for an extra bed? There was no genuine apology at all. I travel more than a dozen times a year, and this is the first time I've encountered such a hotel. I don't know how this place could be rated as a luxury hotel. The hairdryer was a Laifen, and there was no scenery around. I stayed here for two nights and only slept 9 hours. I spent 7 days in Hong Kong this trip, staying at three hotels, and the worst choice was this Murray hotel, which I will never want to enter again.
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