I can sense this is a team that's genuinely trying hard and eager to improve. They've clearly put in a lot of effort, but their professionalism isn't quite up to par. For example, they offered hand sanitizers and sour plum 'soup' (which appeared to be a bottled drink, not homemade), and a butler reached out prior to our arrival. I might be more lenient with my expectations if the price wasn't so high. But for five-star hotel pricing, I'd expect a much higher degree of professionalism.
The first room we were given had been recently renovated, and the pungent smell was so overwhelming it made my eyes water immediately. It was genuinely unsuitable for occupation. They should either air out such rooms properly or clearly state the renovation date online, allowing guests to make an informed choice. The staff promptly moved us to a new suite, claiming it was their most expensive one. Honestly, if it hadn't been so late, I would have refused to stay even there, as the facilities were poorly maintained: the carpet was dirty, the toilet seat was askew, the TV was crooked, the sofa had stains, and to top it all off, a cockroach scurried out while I was washing my face, which completely put me off taking a shower. While I can understand the presence of insects in areas with a rich natural environment, cockroaches are a different matter entirely. The living room sink was stained yellow.
Breakfast, however, seemed thoughtfully prepared. It was individually portioned, with a few shared side dishes – not a vast selection, but certainly sufficient. Therefore, cleanliness and in-room facility maintenance are areas that urgently need improvement. On a positive note, the natural surroundings were beautifully maintained, with lush greenery visible from the terrace.
Even when my stay is uncomfortable, I rarely leave reviews. However, in this case, I felt compelled to because I observed genuine efforts from the team, and given the prices they charge, they clearly hold themselves to a high standard. I truly hope they continue to improve.
"I can sense this is a team that's genuinely trying hard and eager to improve. They've clearly put in a lot of effort, but their professionalism isn't quite up to par. For example, they offered hand sanitizers and sour plum 'soup' (which appeared to be a bottled drink, not homemade), and a butler reached out prior to our arrival. I might be more lenient with my expectations if the price wasn't so high. But for five-star hotel pricing, I'd expect a much higher degree of professionalism.
The first room we were given had been recently renovated, and the pungent smell was so overwhelming it made my eyes water immediately. It was genuinely unsuitable for occupation. They should either air out such rooms properly or clearly state the renovation date online, allowing guests to make an informed choice. The staff promptly moved us to a new suite, claiming it was their most expensive one. Honestly, if it hadn't been so late, I would have refused to stay even there, as the facilities were poorly maintained: the carpet was dirty, the toilet seat was askew, the TV was crooked, the sofa had stains, and to top it all off, a cockroach scurried out while I was washing my face, which completely put me off taking a shower. While I can understand the presence of insects in areas with a rich natural environment, cockroaches are a different matter entirely. The living room sink was stained yellow.
Breakfast, however, seemed thoughtfully prepared. It was individually portioned, with a few shared side dishes – not a vast selection, but certainly sufficient. Therefore, cleanliness and in-room facility maintenance are areas that urgently need improvement. On a positive note, the natural surroundings were beautifully maintained, with lush greenery visible from the terrace.
Even when my stay is uncomfortable, I rarely leave reviews. However, in this case, I felt compelled to because I observed genuine efforts from the team, and given the prices they charge, they clearly hold themselves to a high standard. I truly hope they continue to improve."