Terrible hotel and terrible service. I do not recommend this hotel at all.
First of all, I apologize for the long review, but I believe it is important that people read this before booking. I will attach photos proving everything I am describing.
We stayed on April 30, 2026. We arrived a little earlier than the check-in time and were informed that checking in only 30 minutes early would cost half a day rate. Fine, those are hotel rules. The problem was the way we were treated.
The receptionist was extremely rude and basically just told us to read the hotel conditions, with no willingness to help. The reception area looks large and beautiful at first, but it was dirty, extremely hot, and uncomfortable because it is completely open. We had to wait there in the heat, and not even water was offered.
The reception staff were also not fluent in English. In fact, communication was difficult the entire time. When we politely asked them to repeat something, instead of trying to help, they raised their voices and spoke to us as if we were animals that could not understand them, which was extremely disrespectful and humiliating.
After check-in time, a staff member took us to the room. On the way there, we already started noticing problems. The elevator was very old, the wallpaper was torn, and the floor was damaged. The hallways smelled bad, were dirty, and even wet in some areas.
We booked one of their “best” suites, and it was expensive. However, the room did not look clean at all. There were hand marks on the glass doors, dirt on the walls and deck area, and one of the doors was jammed. The toilet was stained, the bathroom walls looked greasy, and the shower was honestly disgusting just to look at.
At that point, we contacted Trip.com, and they called the hotel. The hotel offered to send cleaning staff and, since the reservation was non-refundable and we did not want to lose all the money, we accepted.
When the cleaning staff arrived, they spent most of the time talking loudly among themselves, making the situation even more uncomfortable. One of them clearly looked unwilling to even be there. To avoid staying in that environment, we left to get something to drink.
When we returned, the room door would not open. We tried asking a nearby employee for help, but she did not want to help us. We then had to walk all the way back to the lobby. Since we did not feel comfortable leaving our belongings alone in the room with the cleaning staff, we were still carrying all of our luggage with us. The employee who came to assist us walked extremely fast and did not even wait for us, so we were almost left behind carrying our bags.
At first, they treated us as if we simply did not know how to use the key card properly. After insisting, they finally checked the door and ended up calling a technician because the batteries in the electronic lock were weak. Even after realizing the problem was the hotel’s fault, nobody apologized. They simply opened the room and told us to go inside.
At that point we were already stressed, exhausted, and frustrated from dealing with problem after problem in the heat. My wife then tried to take a shower, and the bathroom drain was clogged. Water started accumulating everywhere and the bathroom flooded.
That was the final straw. We decided to leave immediately, book another hotel, and accept the financial loss. In total, we stayed around 3 hours in this hotel and could not even take a proper shower.
Regarding Trip.com, after speaking with three different agents and spending almost the entire day dealing with this situation, they eventually offered compensation of around 70% of the booking value, even though I provided clear evidence and photos of everything described above.
