We stayed last night at HSP. The first stay since the abysmal effort of last January.
The conclusion? Staying in the hotel part is better than the residences as you're guaranteed the Orchid Tower and basically 3 elevators just for the hotel floors which means minimal waiting. I'm bouyed by the stay generally and will return on that basis (even booked more stays while we were there), but it's on the sad understanding the exec lounge is better off being left alone and instead we'll be having predinner drinks at one of the many Irish bars in the near vicinity!
It's fair to say we had some wins and some losses.
Booked a
King Guest Room for 1A, 1C and used the "
HHonors Benefit - Spouse Stays Free - Occupancy 2A,1C" wording which turned out as I hoped, 1 King Bed and a trundle for our daughter whilst still retaining the standard rate (a trundle is normally $60, so this method of booking was a nice saving). We were also upgraded to a
King Relaxation Room so there was plenty of space and the relaxation room was really a very pleasant room (huge desk which suited as I had work to do while I was there). Received the GM card (new GM by the looks of it), the fruit platter and two large bottle of water (one still, one sparkling) and at turn down, received a further two 500ml bottles of water and 3 chocolates. Internet provided free with no billing issues, but didn't receive either the morning paper or our quick check-out bill under the door. Early check-in was denied but a 2pm late check-out was granted. Had to call for the trundle bed and the TV had a problem but both were rectified promply. Breakfast was complementary for all three of us in Salt Grill and was OK (eggs benedict were deconstructed and consisted of two poached eggs and a side of Hollandaise sauce with no ham/bacon or muffins.....get your own I guess). All in all, I was very plesantly surprised at how well it all went and I did very much appreciate the upgrade and complementary trundle bed.
Now to the gripes (come on, surely you knew I'd have some gripes
)! I didn't actually believe the executive Lounge could sink any lower than the stay we had where the only food offering for afternoon tea was the left over breakfast stuff (at 3pm), but I think this stay rivaled that :shock:.
At least at afternoon tea, there was one cake and some biscuits that were fresh. However we arrived at about 3.05 and there was no milk in the coffee machine, no one on duty in the lounge and the used coffee capsule drawer was full as well, which meant our much anticipated coffee was just not happening. I would have thought prior to an anticipated influx of guests, such things would have been checked and fully prepared, but anyway, the lady was along in due course and we did end up with our coffees and cake. Hooray!
After a lovely walk along the esplanade and a "window" shop through the Sunday night market stalls, we ambled back to the room to prepare for 6pm canapes and drinks. We arrived at 6.20 to be advised by the only attendant that most of it was finished :shock:.....at 6.20! The hot food was not just finished, but gone and cleaned up, the tired old antipasta spread had no meat selection left at all, the breads looked like what was left after a herd of rats had finished, there were bread sticks but virtually no crackers and it appeared no cheeses had made it out at all, which left the only offering being pumpkin soup and a bowl of jelly beans! Now I've seen some bloody ordinary offerings here at HSP over their short history, but never had I seen such a ratty display of leftovers! The lounge was also partitioned off with storage of sorts happening in the eastern area which also meant the balcony was not accessible (there was no function) and although the lounge was not full, there were still a good 30 - 35 people there, so not empty either. There was a mix of disbelief, mild amusement and utter dispair amongst the guests and the high quality aura was assisted by the rugby being on at volume with no body watching it????
I asked to speak to the lounge manager. The lounge manager had the week-end off. What's that? Surely they have shift supervisors or something, but fortunately the sole male attendant (who was without doubt, well over his head) was joined by a very capable lady from Salt who quickly organised for a hotel duty manager to come up and address the situation. She was alarmed at what she found and proceded to organise more hot food to be brought up from Salt, more wine to be brought out (the few bottles were almost finished), the cheeses to be brought out, the meats to be restocked but despite this excellent recovery from two very talented ladies, one has to ask how could Hilton allow that to happen? Even with the sterling efforts of those two it remained comical to closing time with breads being brought out without a breadknife, forks running out, glasses running out, no crackers for the cheese, no serviettes and no ladels for the rushed out pasta dishes. I took a few photos below at 6.30, but remember we arrived to nothing at 6.20. It took me ten minutes to get over my disbelief and get my phone out. HSP continues to have the exec lounge with the nicest view and the worst food and service.
View attachment 18091
The meat dishes!
View attachment 18092
The breads (note the vast selection of cheeses....not)
View attachment 18093
The hot food selection (note there were three pieces of fruit on offer)
View attachment 18094
And for good measure.....a filthy plate!
.
