Tale of Two Hotels
During Covid
SUE BRATTLE
How Same Industry Got It So Right, and So Wrong
The Pottinger Hong Kong, entrance on Stanley Street, Central. Our rating: ****
Hotel Faro & Beach Club, Praça Dom Francisco Gomes 2, Faro, Portugal. Our rating: **
OUR departure from Hong Kong during the Covid crisis was topped and tailed with stays in hotels. We had a night at The Pottinger on our way out, and a week at the Hotel Faro in the Algarve while we looked for somewhere to rent until we could return to the UK.
The pandemic meant we hadn’t booked hotels for a long time, and in the chaos of moving countries we were looking forward to some luxury downtime.
The Pottinger was a good choice. It’s right in the centre of Central and was offering a staycation book-in from 9.30am one day and book out up to 6pm the next, perfect for a rest after moving out of our apartment and our late-night flight the next day.
It was pretty much business as usual; our room was fully equipped with toiletries, a Nespresso machine, complimentary water, room service menu and so on – you’ll see why I mention this later. The hotel was patently almost empty; no queue at check-in, a call about the air con was dealt with by a workman within minutes, and the housekeeping staff appeared just as quickly. Everyone was pleasant and everywhere was sparkly clean.
As it was our last night, we pushed the boat out with dinner at the hotel’s famous restaurant, The Gradini (The Steps, named after the steep and stepped Pottinger Street which runs down the side of the hotel). Its combination of elegance, exquisite food, great wine list and relaxed atmosphere was just the treat we needed as the upheaval of leaving Hong Kong started to really hit us. And by the way, the restaurant was almost full on this Monday night, although it was only at 50 percent capacity due to coronavirus restrictions.
Farewell to Friends
Next morning, turning up at the restaurant again – and this time it was empty – for a coffee and croissant was the only disappointment of our stay. We were told we had to order the set breakfast, which we didn’t want, but the manager soon sorted things out. When friends turned up later to say goodbye we were looked after well, with the waitress taking photographs for me.
We asked for an extension on our 6pm check-out and stayed an extra hour, although I felt we could have stayed much longer if we’d wanted. The front desk couldn’t have been more helpful, and in a Hong Kong downpour and typhoon warning they whistled up a taxi and carried our suitcases outside for us. I left wanting to stay longer, which is my benchmark for a very good hotel.
Steps Too Far
On the other hand there was the Hotel Faro & Beach Club, which we regretted booking as our base in the Algarve. There’s something seriously wrong with this hotel, starting with the “welcome”. We’d been travelling for 24 hours as we stared at a steep flight of marble steps we needed to drag our suitcases up to get through the entrance door. No porter, no concierge, no ramp, and an out-of-work disabled lift. The Portuguese Tourism Office four star rating sign felt like a joke!
Then we were shown our room, which we’d booked some weeks previously, and I immediately assumed they’d made a mistake. Next to a hotel public gents’ toilet (couldn’t the room be left empty during Covid?), it looked unprepared for guests. There were some builders’ hand-written instructions on the furniture.
There were toiletries and towels in the bathroom, but nothing else. We never did know if there was room service, as there was no info pack and we never got one. No water, no kettle or coffee/tea making stuff, it certainly wasn’t as advertised on the website.
We were shown an alternative, which was much the same. There was a dirty towel which had presumably blown off the balcony onto a roof just below. Then we were offered a bigger room without a balcony, which we took. It was still without any “frills”, but it had a wardrobe which was an improvement.
This was all sorted by one young receptionist, who’d also carried our suitcases up those steps for us. I really hope she gets a better job elsewhere. The other one just gave us a hard stare, which never left her face all week. No upgrade was offered, but we did get a voucher for a free cocktail in the bar.
Ignored by Staff
Anyway, we were exhausted and slept for a few hours before going out to eat. No acknowledgement from reception as we left, and this carried on all week. Staff staring at computer screens and never once asking us if everything was OK.
Next morning we had our first lovely breakfast on the roof terrace, with plastic gloves compulsory for guests while serving themselves from the buffet. It was Morning Six before a member of staff wished us ‘Good Morning’ rather than just asking our room number. Forgivable (just) in a packed hotel, but we had our pick of empty tables.
I then went to reception and requested an iron and ironing table, and tea/coffee making things (three tea bags each day, no coffee option). The same helpful receptionist delivered them quickly. With gorgeous weather, we took the shuttle to the hotel’s club on Faro beach, a 15-minute drive away with a very friendly driver. As we got underway, he told us the club was shut. By then, it hardly registered that no one had bothered to tell us earlier when we’d booked our seats.
No Help Offered
Anyway, we found somewhere to stay for the winter and kicked our heels till our seven days were up. Nothing improved much, although the hotel (like The Pottinger) was right in the centre of town, our room was comfortable and the chambermaids kept it spotlessly clean.
As we were leaving, you guessed, no help was offered with our suitcases and we had to ask for a receipt for our bill. One last hard stare from the non-functioning receptionist, and I wandered into the streets to get us a taxi – pining for The Pottinger and concluding that some hotels, even during this most traumatic of years for the travel industry, still haven’t learned that customer service is at the heart of every good stay.
TOP PICTURE: The empty but very classy lobby at The Pottinger. Photo courtesy The Pottinger Hong Kong.
NOTE: We paid for our stays at both hotels.
SUE HAS contributed to an online guide giving advice about travelling during the pandemic – READ MORE
Updated March 2021
MORE INFO
THE POTTINGER HONG KONG site. Anyone wishing to book has to make a travel declaration, and there are details of the hotel’s Covid policy. READ MORE
HOTEL FARO & BEACH CLUB site. No mention of Covid, and it’s not made clear that the beach club is closed for part of the year. READ MORE
WORLD HEALTH ORGANIZATION’S advice about staying in hotels, including the answer to the question, Can you get the virus from people who were in the room before you? READ MORE
RELATED
WE ALL KNOW air travel has been devastated by the coronavirus pandemic, but it’s still a shock when you see the impact with your own eyes. READ MORE
HONG KONG DISNEYLAND has reopened with measures to combat Covid-19 in place. But is it still fun despite the restrictions? We find out. READ MORE
TOP 10 ATTRACTIONS: Many of the world’s most popular tourists sites are closed because of the coronavirus crisis, but you can still visit them virtually while you’re self-isolating. READ MORE
HOW HONG KONG IS TACKLING CORONAVIRUS: The city of skyscrapers is known as a bustling, noisy global metropolis. But how is it coping with COVID-19? READ MORE
ROYAL ASCOT, Wimbledon and Glyndebourne are among the highlights of the UK’s summer social season. Find out how the coronavirus crisis is affecting them. READ MORE
RECOMMENDED
WELCOME TO OUR WORLD! Afaranwide’s home page – this is where you can find out about our latest posts and other highlights. READ MORE
SHIMLA, QUEEN OF THE HILLS: Government officials once retreated to Shimla in the foothills of the Himalayas to escape India’s blazing hot summers. Now tourists make the same journey. READ MORE
TEN THINGS WE LEARNED: Our up-to-the-minute guide to creating a website, one step at a time. The costs, the mistakes – it’s what we wish we’d known when we started blogging. READ MORE
TROUBLED TIMES FOR EXPATS: Moving abroad can seem an idyllic prospect, but what happens when sudden upheavals or the inescapable realities of life intrude? READ MORE
Disclosure: Afaranwide is an affiliate of leading travel operators such as Booking.com and Japan Rail Pass. If you purchase through our site we receive, at no additional cost to you, a small commission. We only work with companies we have used and recommend.
LET'S KEEP IN TOUCH!
Tale of Two Hotels
During Covid
SUE BRATTLE
How Same Industry Got It So Right, and So Wrong
The Pottinger Hong Kong, entrance on Stanley Street, Central. Our rating: ****
Hotel Faro & Beach Club, Praça Dom Francisco Gomes 2, Faro, Portugal. Our rating: **
OUR departure from Hong Kong during the Covid crisis was topped and tailed with stays in hotels. We had a night at The Pottinger on our way out, and a week at the Hotel Faro in the Algarve while we looked for somewhere to rent until we could return to the UK.
The pandemic meant we hadn’t booked hotels for a long time, and in the chaos of moving countries we were looking forward to some luxury downtime.
The Pottinger was a good choice. It’s right in the centre of Central and was offering a staycation book-in from 9.30am one day and book out up to 6pm the next, perfect for a rest after moving out of our apartment and our late-night flight the next day.
It was pretty much business as usual; our room was fully equipped with toiletries, a Nespresso machine, complimentary water, room service menu and so on – you’ll see why I mention this later. The hotel was patently almost empty; no queue at check-in, a call about the air con was dealt with by a workman within minutes, and the housekeeping staff appeared just as quickly. Everyone was pleasant and everywhere was sparkly clean.
As it was our last night, we pushed the boat out with dinner at the hotel’s famous restaurant, The Gradini (The Steps, named after the steep and stepped Pottinger Street which runs down the side of the hotel). Its combination of elegance, exquisite food, great wine list and relaxed atmosphere was just the treat we needed as the upheaval of leaving Hong Kong started to really hit us. And by the way, the restaurant was almost full on this Monday night, although it was only at 50 percent capacity due to coronavirus restrictions.
Farewell to Friends
Next morning, turning up at the restaurant again – and this time it was empty – for a coffee and croissant was the only disappointment of our stay. We were told we had to order the set breakfast, which we didn’t want, but the manager soon sorted things out. When friends turned up later to say goodbye we were looked after well, with the waitress taking photographs for me.
We asked for an extension on our 6pm check-out and stayed an extra hour, although I felt we could have stayed much longer if we’d wanted. The front desk couldn’t have been more helpful, and in a Hong Kong downpour and typhoon warning they whistled up a taxi and carried our suitcases outside for us. I left wanting to stay longer, which is my benchmark for a very good hotel.
Steps Too Far
On the other hand there was the Hotel Faro & Beach Club, which we regretted booking as our base in the Algarve. There’s something seriously wrong with this hotel, starting with the “welcome”. We’d been travelling for 24 hours as we stared at a steep flight of marble steps we needed to drag our suitcases up to get through the entrance door. No porter, no concierge, no ramp, and an out-of-work disabled lift. The Portuguese Tourism Office four star rating sign felt like a joke!
Then we were shown our room, which we’d booked some weeks previously, and I immediately assumed they’d made a mistake. Next to a hotel public gents’ toilet (couldn’t the room be left empty during Covid?), it looked unprepared for guests. There were some builders’ hand-written instructions on the furniture.
There were toiletries and towels in the bathroom, but nothing else. We never did know if there was room service, as there was no info pack and we never got one. No water, no kettle or coffee/tea making stuff, it certainly wasn’t as advertised on the website.
We were shown an alternative, which was much the same. There was a dirty towel which had presumably blown off the balcony onto a roof just below. Then we were offered a bigger room without a balcony, which we took. It was still without any “frills”, but it had a wardrobe which was an improvement.
This was all sorted by one young receptionist, who’d also carried our suitcases up those steps for us. I really hope she gets a better job elsewhere. The other one just gave us a hard stare, which never left her face all week. No upgrade was offered, but we did get a voucher for a free cocktail in the bar.
Ignored by Staff
Anyway, we were exhausted and slept for a few hours before going out to eat. No acknowledgement from reception as we left, and this carried on all week. Staff staring at computer screens and never once asking us if everything was OK.
Next morning we had our first lovely breakfast on the roof terrace, with plastic gloves compulsory for guests while serving themselves from the buffet. It was Morning Six before a member of staff wished us ‘Good Morning’ rather than just asking our room number. Forgivable (just) in a packed hotel, but we had our pick of empty tables.
I then went to reception and requested an iron and ironing table, and tea/coffee making things (three tea bags each day, no coffee option). The same helpful receptionist delivered them quickly. With gorgeous weather, we took the shuttle to the hotel’s club on Faro beach, a 15-minute drive away with a very friendly driver. As we got underway, he told us the club was shut. By then, it hardly registered that no one had bothered to tell us earlier when we’d booked our seats.
No Help Offered
Anyway, we found somewhere to stay for the winter and kicked our heels till our seven days were up. Nothing improved much, although the hotel (like The Pottinger) was right in the centre of town, our room was comfortable and the chambermaids kept it spotlessly clean.
As we were leaving, you guessed, no help was offered with our suitcases and we had to ask for a receipt for our bill. One last hard stare from the non-functioning receptionist, and I wandered into the streets to get us a taxi – pining for The Pottinger and concluding that some hotels, even during this most traumatic of years for the travel industry, still haven’t learned that customer service is at the heart of every good stay.
TOP PICTURE: The empty but very classy lobby at The Pottinger. Photo courtesy The Pottinger Hong Kong.
NOTE: We paid for our stays at both hotels.
SUE HAS contributed to an online guide giving advice about travelling during the pandemic – READ MORE
Updated March 2021
MORE INFO
THE POTTINGER HONG KONG site. Anyone wishing to book has to make a travel declaration, and there are details of the hotel’s Covid policy. READ MORE
HOTEL FARO & BEACH CLUB site. No mention of Covid, and it’s not made clear that the beach club is closed for part of the year. READ MORE
WORLD HEALTH ORGANIZATION’S advice about staying in hotels, including the answer to the question, Can you get the virus from people who were in the room before you? READ MORE
RELATED
WE ALL KNOW air travel has been devastated by the coronavirus pandemic, but it’s still a shock when you see the impact with your own eyes. READ MORE
HONG KONG DISNEYLAND has reopened with measures to combat Covid-19 in place. But is it still fun despite the restrictions? We find out. READ MORE
TOP 10 ATTRACTIONS: Many of the world’s most popular tourists sites are closed because of the coronavirus crisis, but you can still visit them virtually while you’re self-isolating. READ MORE
HOW HONG KONG IS TACKLING CORONAVIRUS: The city of skyscrapers is known as a bustling, noisy global metropolis. But how is it coping with COVID-19? READ MORE
ROYAL ASCOT, Wimbledon and Glyndebourne are among the highlights of the UK’s summer social season. Find out how the coronavirus crisis is affecting them. READ MORE
RECOMMENDED
WELCOME TO OUR WORLD! Afaranwide’s home page – this is where you can find out about our latest posts and other highlights. READ MORE
SHIMLA, QUEEN OF THE HILLS: Government officials once retreated to Shimla in the foothills of the Himalayas to escape India’s blazing hot summers. Now tourists make the same journey. READ MORE
TEN THINGS WE LEARNED: Our guide to creating a website, one step at a time. The costs, the mistakes – it’s what we wish we’d known when we started blogging. READ MORE
TROUBLED TIMES FOR EXPATS: Moving abroad can seem an idyllic prospect, but what happens when sudden upheavals or the inescapable realities of life intrude? READ MORE
Disclosure: Afaranwide is an affiliate of leading travel operators such as Booking.com and Japan Rail Pass. If you purchase through our site we receive, at no additional cost to you, a small commission. We only work with companies we have used and recommend.
LET'S KEEP IN TOUCH!
Hotels During Covid
How Same Industry Got It So Right, and So Wrong
SUE BRATTLE
The Pottinger Hong Kong, entrance on Stanley Street, Central. Our rating: ****
Hotel Faro & Beach Club, Praça Dom Francisco Gomes 2, Faro, Portugal. Our rating: **
OUR departure from Hong Kong during the Covid crisis was topped and tailed with stays in hotels. We had a night at The Pottinger on our way out, and a week at the Hotel Faro in the Algarve while we looked for somewhere to rent until we could return to the UK.
The pandemic meant we hadn’t booked hotels for a long time, and in the chaos of moving countries we were looking forward to some luxury downtime.
The Pottinger was a good choice. It’s right in the centre of Central and was offering a staycation book-in from 9.30am one day and book out up to 6pm the next, perfect for a rest after moving out of our apartment and our late-night flight the next day.
It was pretty much business as usual; our room was fully equipped with toiletries, a Nespresso machine, complimentary water, room service menu and so on – you’ll see why I mention this later.
The hotel was patently almost empty; no queue at check-in, a call about the air con was dealt with by a workman within minutes, and the housekeeping staff appeared just as quickly. Everyone was pleasant and everywhere was sparkly clean.
As it was our last night, we pushed the boat out with dinner at the hotel’s famous restaurant, The Gradini (The Steps, named after the steep and stepped Pottinger Street which runs down the side of the hotel).
Its combination of elegance, exquisite food, great wine list and relaxed atmosphere was just the treat we needed as the upheaval of leaving Hong Kong started to really hit us. And by the way, the restaurant was almost full on this Monday night, although it was only at 50 percent capacity due to coronavirus restrictions.
Farewell to Friends
Next morning, turning up at the restaurant again – and this time it was empty – for a coffee and croissant was the only disappointment of our stay. We were told we had to order the set breakfast, which we didn’t want, but the manager soon sorted things out. When friends turned up later to say goodbye we were looked after well, with the waitress taking photographs for me.
We asked for an extension on our 6pm check-out and stayed an extra hour, although I felt we could have stayed much longer if we’d wanted. The front desk couldn’t have been more helpful, and in a Hong Kong downpour and typhoon warning they whistled up a taxi and carried our suitcases outside for us. I left wanting to stay longer, which is my benchmark for a very good hotel.
Steps Too Far
On the other hand there was the Hotel Faro & Beach Club, which we regretted booking as our base in the Algarve. There’s something seriously wrong with this hotel, starting with the “welcome”.
We’d been travelling for 24 hours as we stared at a steep flight of marble steps we needed to drag our suitcases up to get through the entrance door. No porter, no concierge, no ramp, and an out-of-work disabled lift. The Portuguese Tourism Office four star rating sign felt like a joke!
Then we were shown our room, which we’d booked some weeks previously, and I immediately assumed they’d made a mistake. Next to a hotel public gents’ toilet (couldn’t the room be left empty during Covid?), it looked unprepared for guests. There were some builders’ hand-written instructions on the furniture.
There were toiletries and towels in the bathroom, but nothing else. We never did know if there was room service, as there was no info pack and we never got one. No water, no kettle or coffee/tea making stuff, it certainly wasn’t as advertised on the website.
We were shown an alternative, which was much the same. There was a dirty towel which had presumably blown off the balcony onto a roof just below. Then we were offered a bigger room without a balcony, which we took. It was still without any “frills”, but it had a wardrobe which was an improvement.
This was all sorted by one young receptionist, who’d also carried our suitcases up those steps for us. I really hope she gets a better job elsewhere. The other one just gave us a hard stare, which never left her face all week. No upgrade was offered, but we did get a voucher for a free cocktail in the bar.
Ignored by Staff
Anyway, we were exhausted and slept for a few hours before going out to eat. No acknowledgement from reception as we left, and this carried on all week. Staff staring at computer screens and never once asking us if everything was OK.
Next morning we had our first lovely breakfast on the roof terrace, with plastic gloves compulsory for guests while serving themselves from the buffet. It was Morning Six before a member of staff wished us ‘Good Morning’ rather than just asking our room number. Forgivable (just) in a packed hotel, but we had our pick of empty tables.
I then went to reception and requested an iron and ironing table, and tea/coffee making things (three tea bags each day, no coffee option). The same helpful receptionist delivered them quickly. With gorgeous weather, we took the shuttle to the hotel’s club on Faro beach, a 15-minute drive away with a very friendly driver. As we got underway, he told us the club was shut. By then, it hardly registered that no one had bothered to tell us earlier when we’d booked our seats.
No Help Offered
Anyway, we found somewhere to stay for the winter and kicked our heels till our seven days were up. Nothing improved much, although the hotel (like The Pottinger) was right in the centre of town, our room was comfortable and the chambermaids kept it spotlessly clean.
As we were leaving, you guessed, no help was offered with our suitcases and we had to ask for a receipt for our bill. One last hard stare from the non-functioning receptionist, and I wandered into the streets to get us a taxi – pining for The Pottinger and concluding that some hotels, even during this most traumatic of years for the travel industry, still haven’t learned that customer service is at the heart of every good stay.
TOP PICTURE: The empty but very classy lobby at The Pottinger. Photo courtesy The Pottinger Hong Kong.
NOTE: We paid for our stays at both hotels.
SUE HAS contributed to an online guide giving advice about travelling during the pandemic – READ MORE
Updated March 2021
MORE INFO
THE POTTINGER HONG KONG site. Anyone wishing to book has to make a travel declaration, and there are details of the hotel’s Covid policy. READ MORE
HOTEL FARO & BEACH CLUB site. No mention of Covid, and it’s not made clear that the beach club is closed for part of the year. READ MORE
WORLD HEALTH ORGANIZATION’S advice about staying in hotels, including the answer to the question, Can you get the virus from people who were in the room before you? READ MORE
RELATED
WE ALL KNOW air travel has been devastated by the coronavirus pandemic, but it’s still a shock when you see the impact with your own eyes. READ MORE
HONG KONG DISNEYLAND has reopened with measures to combat Covid-19 in place. But is it still fun despite the restrictions? We find out. READ MORE
TOP 10 ATTRACTIONS: Many of the world’s most popular tourists sites are closed because of the coronavirus crisis, but you can still visit them virtually while you’re self-isolating. READ MORE
HOW HONG KONG IS TACKLING CORONAVIRUS: The city of skyscrapers is known as a bustling, noisy global metropolis. But how is it coping with COVID-19? READ MORE
ROYAL ASCOT, Wimbledon and Glyndebourne are among the highlights of the UK’s summer social season. Find out how the coronavirus crisis is affecting them. READ MORE
RECOMMENDED
WELCOME TO OUR WORLD! Afaranwide’s home page – this is where you can find out about our latest posts and other highlights. READ MORE
SHIMLA, QUEEN OF THE HILLS: Government officials once retreated to Shimla in the foothills of the Himalayas to escape India’s blazing hot summers. Now tourists make the same journey. READ MORE
TEN THINGS WE LEARNED: Our up-to-the-minute guide to creating a website, one step at a time. The costs, the mistakes – it’s what we wish we’d known when we started blogging. READ MORE
TROUBLED TIMES FOR EXPATS: Moving abroad can seem an idyllic prospect, but what happens when sudden upheavals or the inescapable realities of life intrude? READ MORE
Disclosure: Afaranwide is an affiliate of leading travel operators such as Booking.com and Japan Rail Pass. If you purchase through our site we receive, at no additional cost to you, a small commission. We only work with companies we have used and recommend.