This stay, we had to change rooms twice, so naturally, our mood wasn't great.
Why the room changes?
First time: We had just checked in, went downstairs, and when we came back, the room had a strange, unpleasant odor. It was hard to describe, somewhat like the smell of a newly renovated apartment. The hotel is over a year old, so I didn't think that should be the case, yet the smell was definitely there. So I requested a room change. The hotel staff was quite responsive, and a staff member came to help us move. However, on the way to view other rooms, the staff member actually told me they might charge a cleaning fee! I was speechless on the spot. We had only been in the room for about half an hour, and having stayed in so many hotels, I've never been asked to pay a cleaning fee when the issue was clearly on the hotel's side. Although the staff later said they would waive it, the whole experience already left a bad taste in our mouths.
Second room change: It was past 11 PM. As we were about to lock the door for the night, we discovered the lock was broken – specifically, the security chain lock you use when sleeping. A staff member promptly came to fix it, but after trying for a while, they couldn't repair it. The area looked like it had been damaged (I forgot to take photos). The hotel then offered us another room change. I was hesitant to even ask for a room change, fearing another cleaning fee request. However, I definitely couldn't stay in a room with a damaged lock like that, especially since we were traveling with a child. So, past 11 PM, we had to move again. It was such a hassle, trying to gather all our belongings to switch rooms, especially so late with a child. The staff did help us, and their attitude was very good at this point. Later, as an apology, they offered us an eye mask 😂 but I'm still not satisfied with how this situation was handled.
As a chain of upscale hotels, I feel their quality of service doesn't quite measure up.
Also, the hotel's breakfast is à la carte, purely order-based, and it's Hong Kong-style dim sum. Friends, please don't be fooled by the pictures online. Dishes like roasted pigeon are part of their paid brunch offerings, not the complimentary breakfast. While we didn't necessarily expect to eat roasted pigeon, we definitely felt misled.
Furthermore, this is the first time I've ever encountered a hotel that charges guests for toiletries like slippers, shampoo, or other amenities if they need more than the initial supply. This is truly unprecedented in my experience.