Guest User
October 26, 2025
At the time of the booking, I requested a room without any trees blocking the windows. When we checked in on 19 October, we mentioned same to the front desk staff which obviously they were not aware of. The staff said they have allocated a room to us which he said he was not sure whether there were trees right outside the windows. We went up and surprisingly found that there were. If I had requested, the Hotel should have arranged. If they could not honour, they should have notified us at the time of check in. Not impressed already at the start!
We went back to the front desk. A female staff was kind enough to offer us two rooms to choose with onsite viewing. We quickly chose the brighter room but without looking at the bathroom which is terrible with one of the sinks having a long line of crack across the sink. We found quite a large area of water on the floor near that cracked sink. Clearly, it’s the responsibility of the housekeeping staff. The bathtub is extremely terrible which we were not aware of until we used it at nighttime. It is full of damaged small black spots which at first we thought were dirt! Do not have a clue why it can still be there for guests use. We reported to the housekeeping staff but did not really want to change room as we had settled with stuff taken out from suitcases and did not want to change to the other only available room was much darker.
The next morning my son was trying to book online the restaurant for dinner at the Opera House. He got stuck with it so we went down to the front desk and asked if they could call and book for us. A front desk staff, Walter, rudely responded with a long face by saying “Why do I have to book for you?”!!!! He then took out the telephone on the counter and walked away without saying a word!! As we understood it was a very busy environment at that time, we waited for the other female staff who kindly called the restaurant and successfully booked for us. What a contrast! This male staff, I would dare to say, does not fit in in the service industry and has already ruined the reputation of the hotel.
On the 3rd day, we came back after dinner with beds not made up (the pillows were at the same state as we left the room for sightseeing), 2 stained bath towels and tissue box not filled up!
On the 4th day at nighttime, a cockroach was running around in the living area!
We paid for buffet breakfast for our entire stay which was not nicely presented as possibly with lots of guests and lack of staff. Cutlery was not clean including cups and glasses. As you can see from your records, we did not have the breakfast every morning and neither did our sons!
