Our experience at this hotel was extremely disappointing and stressful.
When we entered the room after the long day, there were ants everywhere, on the floor, bed, table, and even on the walls. This was clearly a serious hygiene issue. We immediately reported the problem to the staff, and they arranged for us to change to another room.
Unfortunately, the replacement room had the same condition, with ants still present. We were then informed that there were no other rooms available for us.
What made the situation worse was the attitude of the hotel manager. Her response was unprofessional and dismissive. She spoke to us in an unfriendly tone and told us that it was already around 2:00 AM and she could not continue to handle the matter at that time.
She completely refused to accept our request for cancellation and refund, even though the room was clearly not suitable to stay in and we did not stay there at all. In the end, the compensation was provided by Trip.com, and it was only a partial compensation rather than a full refund.
We were forced to leave the hotel in the middle of the night and urgently find another hotel that would accept check-in at around 2:30 AM. This caused significant inconvenience, stress, and exhaustion.
Overall, we are extremely disappointed with this experience. After this incident, we noticed that other reviews also mentioned poor service, which now unfortunately makes sense based on what we experienced.
I strongly hope the hotel will take this matter seriously, improve their cleanliness standards, and provide better customer service in the future.
