If I can give 0/5 I would have selected it.
Overall, my stay was disappointing due to the hotel’s handling of maintenance issues and customer service.
After the first night, I noticed that the overhead shower kept dripping even though I was only using the handheld shower. I reported the issue early on the morning of Day 2, but despite staying until Day 6, the problem was never resolved.
Despite reporting the problem on the morning of Day 2, there was no follow-up or update from the team.
What disappointed me the most was how the issue was handled. After inspecting the room again, one staff manager suggested that the dripping was caused by us using the overhead shower, which was incorrect as we had only been using the handheld shower. They also mentioned that they would see what they could do to resolve the issue, but no repair was ever carried out and I received no further updates.
On Day 5, the manager repeatedly told me that their team had inspected the bathroom for 1 minute and could not find any problem. This made me feel as though I was simply finding fault with the room rather than raising a genuine concern. Instead of acknowledging my feedback and investigating further, the responses I received felt defensive and seemed to shift the blame back to the guest.
The explanations I received were also inconsistent. One manager mentioned that the hotel has both old and new facilities, which left me wondering why guests paying the same room rate receive rooms with different facilities and conditions. Another manager simply told me that water dripping from the shower is “normal,” which did not explain why the dripping continued throughout my stay.
The management also kept insisting that I change rooms. However, I had already explained that I did not want the inconvenience of packing and moving halfway through my stay, especially when there was no guarantee that the new room would not have other issues. More importantly, changing my room would not solve the underlying maintenance problem—it would simply leave the unresolved issue for the next guest staying in that room. I expected the hotel to address the root cause instead of offering a temporary workaround.
The air-conditioning also produced an occasional buzzing noise, which was quite disruptive, especially at night.
Customer service at the front desk was another letdown. While waiting for my Didi, I wanted to speak to the manager regarding my unresolved concerns. The staff member told me to wait for her manager. As I saw my driver is arriving I raised my concern to the staff but never got back to me after speaking to the manager who was standing beside her. My driver had already arrived, and because of the delay, I was scolded by the driver.
There was also an issue with my room card. When I returned to the hotel, the card no longer worked. The staff suggested it was probably because I had placed it near my phone. However, I had kept the card inside the hotel-provided card holder throughout my stay. When I asked how guests were expected to store the card to avoid this issue, I did not receive a clear answer and was simply told to “store it normally,” which did not address my question.
On top of that, I also find strand of hairs on the table and bed. One reason that we do not want to change the room is because we have did one round of cleaning on day 1.
Overall, while the hotel has potential, the lack of proper follow-up, inconsistent explanations, reluctance to address the root cause of reported issues, and poor customer service significantly affected my experience. I hope the management focuses on resolving guests’ concerns rather than explaining them away or offering temporary solutions.
