My stay began with an incredibly poor check-in experience. Our group had reserved the entire fifth floor for an official event, yet from the moment I arrived at 11 a.m., I was repeatedly told my room would be ready “in 20 minutes.” After three hours of this, colleagues who arrived later were checked in immediately, while I continued waiting. When I was finally given a room, it was a standard queen instead of the luxury king deluxe with kitchenette I had paid for. Only after firmly insisting did the front desk reluctantly switch me to the correct room—one that, as it turns out, had been available the entire time. This raises serious questions about misleading information on their website and whether guests are being overcharged. The housekeeping staff were the only bright spot: friendly, proactive, and genuinely focused on helping guests. In stark contrast, the front desk was rude, dismissive, and failed to provide even basic items included in my reservation, like a breakfast voucher. The room itself had multiple issues—no functioning air-conditioning, a clogged shower, and a broken lockbox. For a 24-hour stay, this was the worst service I’ve encountered. The hotel needs to retrain—or replace—the front desk staff and elevate the exceptional housekeeping team who actually understand customer service.
翻譯
