BENNYPANG
17 de marzo de 2025
I booked two rooms for one night through the platform and specifically requested high-floor, non-smoking rooms, emphasizing the importance of cleanliness. The hotel confirmed these requirements. As a first-time guest of your newly opened 2024 property under the Wyndham group, I expected better service quality.
Arrival Experience:
At 5 PM, the hotel entrance was crowded with people smoking, creating a negative first impression. The lobby lighting was dim, and staff appeared inexperienced, as if still in training.
Check-in Issues:
During check-in, the staff assigned one room on 7/F and another on 12/F, despite my explicit request for rooms on the same floor. When questioned, the staff provided unconvincing excuses about room availability and occupancy. This contradicts the confirmation sent via the booking platform.
Unclear Voucher Usage:
The booking included spa vouchers and free afternoon tea perks, but staff failed to explain how to use them. No guidance or written instructions were provided.
Room Condition:
While the rooms initially appeared acceptable, closer inspection revealed damaged facilities, inadequate cleaning (see attached photos), and a lack of maintenance oversight. Notably, a non-smoking room contained an ashtray on the desk—either a contradictory oversight or a misplaced "art piece."
Parking Area Problem:
The B2 parking lobby reeked of urine when we returned at 10 PM. While it is unclear if the hotel is responsible, this issue significantly impacts the experience for self-driving guests.
Conclusion:
As a group of four guests, we found the hotel’s overall performance mediocre. Despite reasonable pricing, the lack of attention to basic service standards, staff training, and facility maintenance makes it difficult to recommend. We hope the management will address these issues promptly.
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