1341638****
January 11, 2026
I booked this hotel because of its luxury brand reputation, but unfortunately, it didn't even meet basic five-star service standards. I arrived at 3 PM and was told that my reserved room was occupied by international guests who wouldn't check out until 4:30 PM. I asked if an upgrade was possible, but they said no. They offered another room of the same type, saying it would be ready in about half an hour, which I agreed to. I was directed to wait on the 62nd floor and asked for iced water, but they said they weren't sure if they could arrange it. Later, when I went downstairs, there was iced water and tea available. After waiting for over 50 minutes, at 4:01 PM, I asked the staff on the 62nd floor to contact the lobby staff on the 63rd floor to check if my room was ready. After waiting another 9 minutes, at 4:10 PM, I asked again, only to be told they couldn't reach them. I pointed out that it was only one floor from 62 to 63 and would take less than a minute to walk up, asking if I should go check myself. I found their efficiency extremely poor. I contacted Trip.com customer service, who immediately reached out to the hotel manager. The manager came over, said the room was ready, and escorted me there, promising a large fruit platter as compensation. However, when I returned to my room at 9 PM after dinner, there was no fruit. In fact, I had already redeemed points for welcome fruit in advance, which was really frustrating. I had to contact Trip.com customer service again for the fruit to be delivered. The staff member who brought it said nothing, just dropped it off and left. It felt like staying in a four-star hotel. The bathroom sink didn't drain well. Other facilities and dining were acceptable. The only good thing was the hotel's view.
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