The room and breakfast were pretty good, but the service was TERRIBLE. The front desk staff were extremely rude and unprofessional.
1. The room was advertised as a 3-person room, but only one 2-person bed was provided.
The room was listed as accommodating 3 people, yet we were provided with only one 2-person bed and no additional bedding options whatsoever.
Even more surprisingly, there were only two pillows in the room when we checked in, with no additional pillows provided despite the room supposedly accommodating three people.
2. We were given a dirty, lumpy pillow that smelled strongly of mildew.
When we requested an additional pillow, the same rude female staff member provided us with a pillow that was dirty, badly lumpy, and smelled heavily of mildew. It was not even provided with a pillowcase.
We specifically requested a pillowcase, but she claimed that there were no other pillows available. However, when we went to the front desk the following day, the male staff member somehow managed to find another pillow in a cupboard next to the cupboard where we had been told there were no pillows left.
What was equally disappointing was his attitude when we tried to return the dirty pillow. He refused to take it back and simply dismissively told us to “leave it at the side” so that they could deal with it later.
3. We were told we would receive a receipt at checkout—but never did.
We paid in full upfront for 5 days and 4 nights. When we asked about the receipt, the front desk staff insisted that the hotel only issues the receipt upon checkout on the last day of our stay. We accepted this explanation and expected to receive it when we checked out.
However, when we checked out, no receipt or any form of payment confirmation was provided to us at all.
4. Our room keys were deactivated without prior notice.
After the first day, our room keys suddenly stopped working. When we went to the front desk to raise the issue, the staff member simply stated, as though it were a matter of course, that this was the hotel’s standard procedure to prevent guests from overstaying.
This was particularly unreasonable because we had already paid for our entire stay upfront. We were never informed during check-in that our keys would be deactivated after the first day or that we would need to have them reactivated.
When we questioned this, the staff insisted that they had done nothing wrong because it was company SOP and claimed that there had never been complaints about it before.
Regardless of whether this is an internal procedure, guests should be properly informed beforehand—especially when a deactivated key can leave them unable to access their room. We were particularly concerned by their unwillingness to acknowledge that failing to communicate this procedure to guests was itself a problem.
5. The response to our request for an apology was extremely disrespectful.
When we asked the staff to apologize for the way the situation was handled, the female staff member simply ignored us.
The male staff member eventually apologized, but his apology felt extremely dismissive and insincere. He turned his head away and looked elsewhere while apologizing, with an obviously annoyed and begrudging expression.
6. They later came to our room late at night to apologize and ask us not to post the photos.
Later that night, the two staff members separately came to our room to apologize. However, rather than simply taking responsibility, they continued to give excuses and explanations, including blaming the company’s training.
They also asked us not to post the photos we had taken during the incident as evidence. This was especially uncomfortable because the photos were taken to document what had happened.
They claimed that they had been overwhelmed with work when we checked in and that this was the reason for their poor attitude toward us. We also checked in at 2.25pm in the afternoon so it would not make sense to claim that they were too tired and
