Very Disappointing Experience – Definitely Not a 4-Star Hotel
I booked a Premium Double Room, but unfortunately, the room we were given was far below the category we had booked and was not in an acceptable condition.
When we arrived, there was no room number displayed, the toilet and walls were dirty, and some of the floor tiles were broken. I also found small cockroaches inside the room. The safe box was locked and could not be used. There were also no hangers in the room.
When I requested hangers, only four were provided. When I requested more, another two were eventually provided. We were two guests, so having only six hangers is clearly not sufficient. These are very basic amenities that should already be available in the room without guests having to repeatedly request them.
I contacted the hotel through WhatsApp to express my concerns, but unfortunately, they took almost one full day to respond. They then informed me that they would move us to another room the following day. The second room was slightly better, but the cleanliness was still not up to an acceptable standard.
Breakfast Experience
Breakfast was already paid for at the time of booking, yet every morning we were required to go to reception and collect a breakfast coupon. I found this unnecessary and inconvenient. In other hotels, guests can simply provide their room number at the restaurant because the breakfast entitlement is already included in the booking.
The breakfast itself was also very disappointing. There were very limited options for international or Western guests. Apart from bread, butter and jam, there were hardly any Western choices. Even the basic facilities were not properly maintained:
* The coffee machine was not working.
* The bread toaster was not working properly.
* Butter was sometimes unavailable, despite the butter label being displayed.
* The bread did not taste fresh and seemed to be several days old.
* When we requested an omelette, the chef prepared one omelette and simply cut it into two pieces for the two of us, which felt unnecessarily limited.
The restaurant cleanliness was also concerning. I observed waiters handling food directly with their hands without gloves. The chef’s uniform also appeared unclean. Overall, the hygiene standards in the restaurant were not what I would expect from a hotel claiming to be four-star.
Overall Cleanliness
The hotel generally did not feel clean or well maintained. There was also a disturbing smell in the corridors/alleyways, which further affected the overall experience.
Airport Transfer
On our last day, I requested an airport shuttle for the following morning. The receptionist asked me to pay immediately, which I did.
However, when we checked out the next morning, another receptionist told us that the car was already waiting outside. When we went downstairs, there was actually no car arranged. The hotel security staff had to call the driver, and the driver eventually arrived around 15 minutes later. We were left standing outside the hotel waiting for the vehicle.
The reception service throughout this experience was very unprofessional. On several occasions, I had to repeat my room number because the receptionist did not seem to know who we were or have proper awareness of the guest arrangements.
I have stayed in many hotels, including genuine four-star properties, and unfortunately, this experience was nowhere close to that standard.
For a hotel selling itself as a 4-star property, I expected a completely different level of cleanliness, service, food quality, guest recognition, maintenance and professionalism.
Sadly, I cannot recommend this hotel based on my experience. I would rate it 2 out of 5 stars.
I genuinely do not understand how this property has received a four-star classification when such basic standards are not being maintained.
