I booked a three-night stay at this hotel, but unfortunately, the experience was extremely disappointing.
First, we were only informed upon arrival that hotel parking had to be reserved in advance, and no spaces were available. We had no choice but to park on a hill across the road. Each time we returned to the hotel, we had to cross a busy main road with no pedestrian crossing. At times, we had to wait 5–10 minutes for a safe opportunity to cross, which I consider a serious safety concern.
The cleanliness and facilities of the room were also disappointing. Contact with the bedding caused severe itching, and the shower temperature was extremely difficult to regulate — the water was either too hot or too cold.
Because of these issues, I decided to check out early and cancel the final night of my stay.
The evening before leaving, I informed the front desk that I wanted to check out early. The staff member recorded my request and told me it would be passed on when the manager was available the following morning.
The next morning, I went to the front desk again and explained the situation in person. I was assisted by a woman with short grey-white hair and glasses. I clearly explained the problems we had experienced and asked to cancel our final night and check out early. She explicitly agreed to my request.
As the final night had already been paid for, I specifically asked her again about the refund, and she responded positively. An older male staff member was also present during this conversation. It was only because the hotel staff agreed to my early checkout request and responded positively regarding the refund that I felt comfortable leaving the hotel.
However, after I left, the hotel refused to refund the final night.
I made the reservation through Trip.com. Trip.com has contacted the hotel on my behalf twice, but the hotel refused the refund on both occasions. I also contacted the hotel directly by email and explained the entire situation, but they have not responded at all.
This is the part I find most unacceptable:
If the hotel was not willing to refund the final night, they could simply have told me while I was standing at the front desk. I would not have checked out early and would have stayed for the third night that I had already paid for. For hotel staff to agree to a guest's request in person, allow the guest to leave based on that understanding, and then refuse the refund afterwards — while also ignoring the guest's emails — raises serious concerns for me about the hotel's honesty and the way it handles customer issues.
I am extremely disappointed and would not choose to stay at this hotel again.
For anyone considering staying here, I strongly recommend getting written confirmation for anything involving parking, early checkout, cancellations, or refunds. Do not rely solely on verbal assurances from the front desk.
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