WWirawantyI only stayed at this hotel for one night. The hotel is in a very strategic and convenient location, and the check-in process was smooth and quick. The receptionist was also friendly and welcoming.
However, I had two disappointing experiences during my stay.
1. The room was initially different from what I booked
When I first entered my room, I noticed that it did not appear to match the room I had booked through Trip.com. The layout was different, including the location of the bathtub, and the room also seemed smaller than the one shown in the photos and videos on the booking platform.
I am not sure whether the room was actually the same room category or whether I was given a different type of room by mistake.
I later mentioned this to the staff at the Club Lounge. They were very helpful and immediately assisted me in changing to another room that matched the photos and videos shown in my Trip.com booking. I really appreciated their quick response and assistance. However, I was still left wondering whether the first room was given to me by mistake or whether there was some other misunderstanding.
2. The swimming pool cap policy was confusing
The second experience was regarding the swimming pool.
When my husband and our 2-year-old child wanted to swim, the pool staff told us that swimming caps were mandatory. Since we did not bring any, we immediately went to the pool reception desk to purchase one. At first, I only intended to buy one for my husband, but the staff told us that we had to purchase two caps, including one for our child.
However, my husband noticed a sign at the pool reception desk clearly stating that swimming caps were mandatory for guests aged 3 and above.
We explained that our child was only 2 years old, but the staff still insisted that our child had to wear a swimming cap, so we ended up purchasing two.
After we finished swimming, I passed by the reception desk again and personally checked the sign. It clearly stated that the swimming cap requirement applied to children aged 3 and above.
My child is only 2 years old, and during the time in the pool, he was simply sitting/soaking in the water while being held by his father. I initially had no problem purchasing the cap because I was happy to follow the hotel’s rules. However, after seeing the actual policy on the sign, I couldn’t help but wonder why the staff insisted on making us purchase one for a 2-year-old without first asking about his age.
If the intention is for swimming caps to be mandatory for all ages, then perhaps the wording on the sign should simply be changed to reflect that rule. 😃 Otherwise, the current situation is quite confusing and, honestly, a little ironic.
When checking out, I mentioned this issue to the receptionist. She apologized and kindly gave me a small Xi’an refrigerator magnet as a gesture. Thank you — I genuinely appreciated it.
Overall, the hotel has a great location, and some of the staff were very helpful and friendly. Unfortunately, these experiences left me somewhat disappointed with my stay.
I hope the hotel can clarify these policies and improve communication between staff members in the future.
Thank you.
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