GGuest UserWe stayed at this hotel for 4 nights and unfortunately had a disappointing experience.
We specifically chose this hotel because of the large windows and the view shown in the photos. However, the room we initially received did not match the pictures at all. The windows were much smaller, and the view from the bed – which was clearly shown in the photos – was not possible in our room.
The main issue is that the photos used for this room category are misleading in two ways.
First, some of the main photos show floor-to-ceiling glass walls without any frames. We were later told by the staff that such windows do not even exist in the building due to structural reasons.
Second, the other photos do show real rooms, but all of them have full glass walls across one side of the room. This was also not the case in the room we received. So overall, the images do not accurately represent what guests actually get when booking this category.
We raised this issue and were asked to move rooms the next day, which meant packing everything again during our trip. The new room, however, had almost the same window size and the living area was even smaller, so it felt like a downgrade rather than a solution.
After further discussions, we were told that our room corresponds to the booked category. This is exactly the problem: if this is the correct category, then the photos used for advertising are clearly misleading.
Eventually, we were told we could move again the next day, so only for the last 2 nights received a room that actually matched what we expected. This means that during a 4-night stay, we had to change rooms twice and slept in three different beds.
Unfortunately, while this final room finally matched some of the pictures we saw when booking, it had not been properly cleaned. There was visible dust and quite a lot of hair in the room. At that point, we decided not to raise another complaint, as the whole situation had already taken too much time and energy.
Communication with the staff regarding these issues was inconsistent and frustrating. The language barrier probably played a part in it, but we really felt misled by the staff several times. We spent several hours discussing this issue and received different explanations at different times, which made the situation even more confusing.
In the end, we were offered a free breakfast on our last morning and compensation of 200 RMB, which we do not consider adequate given the inconvenience of the long discussions, the multiple room changes, and the fact that we spent half of our stay in rooms that did not match what we booked.
Overall, the service in handling this issue was poor, and the room presentation on the booking platform does not reliably reflect what guests can expect to receive.
While the view itself was undoubtably beautiful because of the high floors the hotel is on, we would recommend other guests to clearly check which room they are booking and to get in touch with the staff before you arrive to confirm you are actually getting a room that matches your expectations.
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