The hotel itself is clean, stylish, and has a nice overall design. Unfortunately, the service and our actual experience during the stay were extremely disappointing, especially considering how expensive this hotel is compared with other hotels in the area.
The biggest issue was the room we were given. The room advertised on the booking platform showed two large windows, and this was one of the main reasons we specifically chose this hotel. We wanted the room shown in the listing because we wanted the panoramic view and the two large windows. However, when we arrived, we were given a different room that did not match the room shown in the listing. Nobody informed us that we were being given a different room or explained why.
Because we were tired when we arrived, we did not immediately notice the difference. By the time we realized that the room did not look like the one we had booked, we had already unpacked and used the room. We then contacted the hotel about the issue, including trying to reach them by email, but nothing was resolved during our stay. We were never provided with the room that was actually advertised in the listing, nor was the situation properly resolved or explained to us. This is especially disappointing because the room and its two large windows were an important part of the reason we chose and paid for this hotel.
The check-in experience was also very poor. When we arrived, there was no real welcome or communication from the staff. They spent around 5 minutes talking among themselves while trying to figure out our booking, and then had difficulty processing our passports. The entire check-in process took roughly 15 minutes, during which nobody actually explained what was happening or communicated with us. I eventually had to interrupt their conversation and ask what was going on because I wanted to help get the process moving.
Later that evening, we had another issue with a delivery. The delivery driver contacted us to say it had been delivered, but around 11 minutes passed with no notification or call from the hotel. We had no idea what was happening and had to contact the reception ourselves. I speak Chinese, so this was not a language-barrier issue.
When I called, I was told that there were too many deliveries at the hotel and that we simply needed to wait. There was no apology or acknowledgment that we had been left waiting without any information. I explained that the delivery was a cake and that I was concerned it would melt if we had to wait much longer. Only then did the staff take action. Even though the delivery was eventually brought to us, the overall handling of the situation was not what we would expect from a hotel at this price level.
