The hotel has beautiful scenery and a convenient location, but this is by far the worst 4-star hotel I have ever stayed at.
Key Issues Summary:
From serious racial assumptions and profiling at check-in, clueless staff with no accountability, broken facilities, impractical design, to wasting our time and money at checkout — the entire experience was extremely disappointing.
Details:
We are only a group of three people from Hong Kong. During check-in, the front desk staff saw that we are Asian and immediately assumed we were together with a larger Indian group behind us. They repeatedly and aggressively warned us that our room only allowed a maximum of 5 people and not to bring in 8 people — even though we only had three people and never mentioned eight at all. This false assumption and suspicious attitude made us feel very disrespected.
They also kept making strange comments about us having small children, seemingly because we are Asian.
After check-in, service remained poor. We asked many staff about the water machine — almost all said they didn’t know and told us to ask the front desk. We found it ourselves, but it was broken. The main entrance is inside the casino; otherwise guests must walk through a garbage station and parking lot, which is highly inconvenient and unsafe, especially with small children.
On checkout day, we were charged a $150 late fee (understandable but expensive). However, the staff had no clear responsibilities. Because we didn’t have our passports, they insisted on a security escort. After waiting 10 minutes, a staff member said “This is not my job,” and another said the same. We ended up waiting 10–20 minutes while they argued.
As travelers of color, we felt disrespected and unwelcome the whole time. This hotel needs much better staff training and internal communication. Strongly not recommended.
