This was, without question, one of the worst hotel experiences my family and I have ever had.
The problems started the moment we entered the room. The toilet was visibly stained and dirty, immediately raising concerns about whether the room had been cleaned at all before our arrival. As we looked around, the situation only became worse. There were damaged surfaces, peeling materials, dust buildup, stains, worn furniture, and obvious signs of neglect throughout the room. The condition of the property was nowhere near what was advertised online.
The most alarming issue was hygiene. During our stay, multiple members of my family woke up with numerous red, itchy bites on their feet, ankles, legs, hands, arms, and other parts of their bodies. We have photographs documenting both the bites and the condition of the room. No guest should have to leave a hotel wondering whether they were exposed to insects because basic cleanliness standards were not maintained.
Unfortunately, the service was even worse than the room itself.
One incident involved the self-service laundry room. A washing machine had completed its cycle, but the clothes had been left inside, preventing other guests from using the machine. I contacted the front desk for assistance because this was a facility management issue that staff should reasonably help address. Instead of receiving assistance, I was met with indifference, poor communication, and an attitude that suggested guest concerns were an inconvenience rather than a responsibility.
What truly shocked me was how management handled the complaint afterward.
The front desk manager initially contacted me to apologize and stated that the employee involved had already submitted her resignation. This clearly gave the impression that management acknowledged there had been a serious service failure. However, when I continued seeking a proper resolution, the story suddenly changed. I was then told that the employee had done nothing wrong, had violated no hotel policy, and could not be disciplined. Management repeatedly emphasized that the hotel had “lost an employee” because of the incident, as though I was somehow responsible for the consequences of their own internal staffing issues.
As a guest, I found this response completely inappropriate and unprofessional. I reported legitimate concerns regarding cleanliness, hygiene, service quality, and facility management. Instead of focusing on accountability and guest satisfaction, management seemed far more interested in defending themselves and portraying the hotel as the victim.
To make matters worse, management even suggested involving the police during the discussion. Imagine checking into a hotel, finding a dirty room, experiencing possible insect bites, receiving poor service, and then being made to feel as though you are the problem for raising concerns.
At no point did I feel that the hotel genuinely cared about resolving the issues. Every interaction felt defensive, dismissive, and focused on avoiding responsibility rather than correcting obvious failures.
This hotel failed in every area that matters: cleanliness, maintenance, guest comfort, customer service, communication, and complaint handling.
I have attached photographs so future guests can see exactly what we experienced. The pictures speak for themselves.
If you value cleanliness, professionalism, accountability, and basic hospitality standards, I strongly recommend staying elsewhere. There are many hotels in Fuzhou. This should not be one of them.
Without question, this was one of the most disappointing and frustrating hotel stays I have ever experienced, and I would never return.
