We arrived to check-in and initially could not find the building as it is a bit hidden for anyone unfamiliar with Hong Kong.
When we arrived on the correct floor, we were greeted by a staff member who told us the room we booked was full and that we would be moved to another block. The new room was nothing like the pictures and was not clean.
We expressed our concern to the property through a wechat contact we were given, and the staff member returned to move us back to the initial room, which wasn't booked out after all.
Despite this room being a little better than the first one, it still wasn't very clean. We also no longer felt safe or comfortable staying in the property so found alternative accommodation and informed the property through wechat again.
The property has been less than cooperative on providing any refund, even for unused nights, and trip.com have not done enough to resolve the situation either.