We booked this hotel through Trip.com expecting a high-end, 5-star stay. The property itself is indeed beautiful and the rooms are well maintained, but the service experience was extremely disappointing.
The swimming pool was one of the key reasons we selected this hotel. However, upon arrival we discovered it was closed for renovation. This was not mentioned anywhere during booking. Even the reception staff did not seem to know about it. No apology beyond words and no compensation were offered.
Breakfast is served from a menu. Our order was forgotten, and we waited for over 30 minutes before having to remind the staff. Only then was it prepared. When we complained, the staff showed no initiative to correct the situation.
The most serious issue occurred on our last day. A very strong chemical smell (like acetone or solvent) filled the elevator and our floor. I am pregnant, and exposure to such fumes is dangerous. We had to leave the hotel within minutes. When we reported this to reception, the only response again was “we are sorry.” No action, no investigation, no care. I suffered intense nausea for the next day as a result.
While the hotel’s appearance matches a 5-star standard, the service absolutely does not. The lack of responsibility and guest care is shocking for a hotel of this category. We believe this situation deserves proper attention and compensation.
