Anonymous User
January 1, 2026
The hotel staff's attitude and ability to resolve issues need significant improvement, leading to a very poor check-in experience.
I wanted to take photos with my child for New Year's Eve, so I ordered a helium tank and balloons online to be delivered to the hotel that day, and I had a photographer scheduled to capture the beautiful moments.
However,
Firstly, when I arrived at the hotel, the roads were already closed. After driving around, I couldn't get in. I spoke with a traffic police officer, who, after some hesitation, let me through. Although the hotel concierge had added me on WeChat beforehand, they didn't inform me about the road closures, nor did they offer any solutions. For such critical travel information, I wonder if the hotel simply doesn't care, doesn't know, or is just too lazy to inform guests.
Secondly, the main issue: My husband was inflating balloons in the lobby on the first floor. Why not in the room? Because our room was on the 59th floor, and with the high temperature, the balloons would deflate by a third as soon as they reached the first floor via the elevator. Last year, we had to take them downstairs and reinflate them, which was a hassle. So this year, we decided to inflate them in a corner of the ground floor lobby.
The first manager who approached us didn't even ask if we were hotel guests; they immediately told us we couldn't stay there and inflate balloons. We explained we were guests, showed our room card, explained why we couldn't inflate them in the room, and stated that the tank contained helium and was not dangerous. The staff member then said that hotel guests *could* stay there, but the fire department might not allow it. Indeed, the fire department arrived, confirmed it was helium, and left. Then the police arrived, intending to confiscate our helium tank. We asked what regulation or law we were violating. The police said 'illegal operation.' We showed our room card and chat records with the hotel concierge, proving we were hotel guests. The police then told us to discuss it with the hotel and left.
At this point, the main problem became clear: the hotel wanted us gone and didn't directly communicate with us to offer a solution or a suitable space, like the parking lot. Instead, they directly involved state law enforcement, treating us like criminals, which immediately escalated the conflict and caused us emotional distress.
Throughout the entire communication process, the staff's attitude was arrogant and unyielding, something I've never encountered before.
Thirdly, the hotel's cost-cutting measures were astonishing. For breakfast, it was the first time I've seen butter only available in small, pre-packaged portions; I've never seen large blocks of butter that could be cut. The children's slippers even tore after just one night.
Fourthly, I asked the hotel to borrow a charger, and they promised to send it, but it never arrived, even by the time we left. I called to ask for bath towels for my child, but the staff member didn't bring them. They had to pull out their phone to check, so I assume the person who took the call forgot to relay the message.
Perhaps Hyatt delisting isn't just about reducing brand operating costs, but also a result of the hotel failing to meet brand standards. However, guests can definitely feel the service and quality. This hotel has the advantage of its location for New Year's Eve; they should leverage this to provide better service. They shouldn't enjoy the New Year's traffic while complaining about guests inflating balloons in a corner of the lobby.
Finally, from the time the problem occurred yesterday until our check-out and this review, no one from the hotel has reached out to offer an apology or communication.
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