This is my first time giving a review lower than 5 star.
The room itself was clean, modern, and comfortable, with excellent housekeeping throughout our stay. We also appreciated the spacious bathroom and the separate duvets, which was a thoughtful detail. Well done housekeeping team!
However, our stay was significantly affected by how an air conditioning issue was handled on the first night. The room was very hot, and we were told at reception that the entire hotel AC was not working due to a roof issue. Later, we found this did not match other guests’ experience, and the lobby and breakfast area were comfortably cool.
What disappointed us most was not the issue itself, but the dismissive way it was handled and the lack of effort to properly check or assist. We had to contact Trip.com ourselves, who arranged a room change. Interestingly, the AC in our original room later started working again.
Another disappointment was that one of the reasons we chose this hotel was because the listing mentioned a playground, which we thought would be a nice feature for my child. However, when we arrived, we could not find any playground on the property. When we asked reception about it, we were simply told to ask the restaurant staff instead, which again felt unhelpful and unclear. Attached is the photo which shows us that the playground is not there anymore.
This was also a birthday trip, which made the experience feel even more disappointing. While we do not expect birthday amenities, small gestures and attention to detail can make guests feel welcomed. For example, the TV welcome screen displayed “Welcome no guest” without even including the guest name, despite the system clearly appearing designed for personalised greetings. Even a simple handwritten note or small acknowledgment for the birthday would have made a meaningful difference.
Overall, the hotel is strong in cleanliness and room quality, but the service and guest handling fell below expectations for a 4-star property. The issues were not about the facilities themselves, but about communication, consistency, and hospitality standards.
翻譯
