This is a relatively well-known five-star hotel in Taizhou. The lobby is spacious, but the rooms are on the smaller side. It's been renovated, so it doesn't feel old, and the facilities are decent, nothing extraordinary. However, the front desk service was terrible – arguably the worst I've encountered in years. We had two rooms booked with an elderly person and a baby, and we specifically requested them to be on the same floor. Despite the hotel not being very busy (it was after the Chinese New Year period), they insisted on putting us on two different floors. Any normal hotel would at least offer a complimentary upgrade for one of the rooms (to a similar-looking room, not necessarily a much better one), but the front desk staff seemed extremely reluctant. After much back and forth, we finally got into our rooms, only to find one had a faucet that leaked like a waterfall when turned on. How can such a significant facility bug go unmaintained and unrecorded by the hotel? Did they want to put us through all this trouble? And then they claimed there were no other rooms available and were unwilling to upgrade us… After over an hour of this ordeal, we were starving. The check-out experience was even more bizarre. We were all packed and ready to check out when we discovered our baby had pooped and needed a diaper change and a wash. Since the baby wasn't cooperating, we called guest services in advance to explain the situation and apologize for a potential 10-minute delay. The staff member said they would relay the message to the front desk and call us back. A few minutes later, guest services called back, saying the front desk insisted that even a one-minute late check-out would incur a charge… I was shocked. We travel frequently and have never encountered such a situation at any other hotel. I expressed my dissatisfaction over the phone. But the baby needed to be cleaned, so if they were going to charge, there was nothing we could do. Then, with just one or two minutes left until 2 PM, we received another call from the front desk urging us to check out… We frantically finished cleaning up, left the room a few minutes after 2 PM, and arrived at the front desk to check out at 2:10 PM. Although the front desk staff was busy with other things and didn't really pay attention, they ultimately didn't charge us. However, the entire experience was terrible. They were so unsympathetic. It wasn't a huge delay, just a few minutes, and we even called ahead, especially considering the special circumstances with a baby… Also, the hotel collected a 1000 RMB deposit from me, promising to refund it within half an hour of check-out. Yet, several hours after leaving the hotel, I still hadn't received the refund. I had to contact Trip.com customer service to get the deposit back. The front desk service, let alone being incomparable to a typical star-rated hotel, was far worse than even hotels like Huazhu Hotels Group's Mercure, Orange Hotel, or Crystal Orange. On the other hand, the housekeeping aunties and their supervisor were very good – extremely polite and understanding. If it weren't for them, my rating would have been even lower.
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