Terrible! Absolutely terrible! I strongly advise fellow Chinese travelers to stay away from this hotel. Zero service. Do the people in the service industry lack even the most basic professionalism and work ethics? It was just awful. The whole incident made me feel so severely insulted that I didn't even want to live anymore. It was that bad.
This completely ruins my impression of South Korea and ensures I will never choose this brand again for the rest of my life. A horrifying experience.
[Issues that must be stated truthfully]
1️⃣ Overcharging: Upon check-out, the hotel deducted ¥3,500 (approx. 699,000 KRW) from my deposit under the pretext of smoking in the room. However, the black-and-white penalty policy posted in the hotel guidelines clearly states a fine of 200,000 KRW. The actual deduction was 3.5 times their own stated standard, with the excess amount completely unjustified.
2️⃣ No itemized receipt: Throughout the deduction process, the hotel communicated nothing, provided no itemization, expense breakdown, or written explanation for the overcharge. When asked, the only response was "that's the rule."
3️⃣ No Chinese-speaking service: From check-in to check-out, not a single staff member could communicate in Chinese. As an international brand located in an area with a high concentration of Chinese tourists like Jeju Airport, this is a serious shortcoming.
4️⃣ Cold service attitude: Over the course of 4 days, I didn't get a single smile from any staff member. A slightly chubby male waiter in the restaurant gave me a fake, professional smile the whole time. On the second day, when cleaning the room, they actually left a dirty rag right next to my clothes. On the third morning, I went to the pool to test the water temperature to decide whether to return early in the afternoon to swim. The pool attendant simply crossed their arms at me. There was no Chinese service, nor did they bother to use a translation app. Am I not allowed to test the water temperature? I wasn't even wearing a swimsuit—would I really have disrupted the hotel pool just by walking over? Furthermore, when the deposit dispute arose, they were perfunctory and impatient, showing zero willingness to resolve the issue.
5️⃣ Unfriendly to family travelers: I was traveling with a 65-year-old elderly family member. This experience made us feel neglected and treated carelessly, severely damaging our impression of and trust in Jeju and South Korea's overall tourism environment. This creates a regrettable and massive gap compared to South Korea's long-standing international promotion of a "hospitable" image.
[Trip.com's Performance — Must Be Praised]
After the issue occurred, I contacted Trip.com customer service. They intervened immediately, followed up and coordinated the entire process, and ultimately helped negotiate the fine down from 700,000 KRW to 400,000 KRW, which Trip.com even proactively covered and paid on my behalf. During those helpless moments of being overcharged and unable to easily communicate with the hotel after returning home due to a language barrier, it was Trip.com's professional, efficient, and financial support that protected the legitimate rights and interests of Chinese travelers. This experience made me truly realize the value of booking through a major platform—when problems arise, someone actually steps in, has the leverage to handle it, and is willing to have your back. Five-star rating for Trip.com customer service, thank you! As for the hotel's issues, I reserve the right to continue appealing through official channels, but Trip.com's service deserves a thumbs-up.
Original TextTranslation provided by AI
