Title: A Deeply Disappointing Stay – Not Worth the Hype
As a recent graduate with a Master’s degree in Global Hospitality Management, I was hoping to end my program with a memorable graduation trip. Unfortunately, my experience at PUBLIC Hotel left me questioning whether I was simply unlucky—or if this hotel has been drastically overhyped by its social media presence.
After a long flight with delays, I arrived at the hotel feeling exhausted. There was no staff at the entrance to assist or greet guests. Instead, I was left to figure out the self check-in process entirely on my own. What was most frustrating, however, was the lack of communication regarding my room: I had booked a suite that was actually two connecting rooms—one with a king bed and one with two doubles. Yet, no one informed me that there were two separate doors, and only one room was initially accessible. I spent the first part of the night thinking I had been given the wrong booking.
When I went downstairs to ask the front desk, the staff member on duty gave me a cold, dismissive response, showing no intention of helping. His attitude made me feel like I was bothering him. Eventually, he informed me the room was a connecting suite—but the connecting door had not been opened. I couldn’t help but question whether the slick TikTok-style promotional videos for this property reflect the actual guest experience at all. I found them quite misleading.
The condition of the king bedroom (Room 740) was particularly upsetting. It appeared that the room hadn’t been used—or cleaned—properly for quite some time. There was visible dust throughout, and a dark unidentified substance on the bedding. This was especially disappointing for my parents, who were visiting the United States for the first time to attend my graduation and spend Mother’s Day with my mom. What should have been a joyful and comfortable stay turned into a regrettable memory.
If there is any positive aspect to mention, it is the Trip.com customer service team, who were responsive and helpful during the complaint process. Their efforts were appreciated.
In short, this was one of the most expensive and most disappointing hotel stays I’ve ever experienced. For a brand that markets itself as forward-thinking and design-focused, PUBLIC Hotel failed to meet even the most basic expectations of hospitality service. I sincerely hope they take this feedback seriously—for the sake of future guests and their own reputation.
