Really wanted to like this hotel, as it was the final night of my month long holiday. Unfortunately the experience wasn't great. While the staff was very eager to assist at check in, ultimately there were gaps in service.
1. someone asked for our passports, which we thought was to help speed up our check in. Unfortunately, it was to "check" for status, which we didn't have. So passports handed over but zero action.
2. Upon reaching the counter after a 10-15 min wait, the first question we got was whether we waited in line..... Not sure if the counter staff was being racist since we were the only Chinese there, but he had a lot of colleagues standing around the waiting area, "assisting" guests. Couldn't he have checked in with them on who is the next in line? BTW, we were specifically told to queue at his counter.
3. At check in, the same gentleman mentioned that our room included breakfast. Having booked the room, I was semi sure that I didn't book breakfast, and asked to confirm that it included breakfast, which the staff said yes. We happily went away thinking that it was a pleasant thing to have forgotten. Woke up early the next day to grab some breakfast before our flight. Turns out, my memory didn't fail me and our room did not include breakfast.
Wasn't the best way to end a otherwise great trip..
Room was fine, granted a bit dated. Lift buttons weren't responsive and gym was sad in the basement.