KAI L
Google
I stayed at Alva Hotel by Royal for one night on 7th September, and my check-in experience was extremely disappointing for a hotel that claims to be five-star. I arrived at exactly 12pm, completely soaked from walking in the heavy rain. My shoes and socks were wet, and I was very uncomfortable. Despite clearly seeing my condition, the front desk staff showed no compassion at all. I was cold, drenched, and exhausted, yet I was told to wait another one to two hours because “this is the policy.” I ended up sitting in the lobby for about 1.5 hours before finally asking again. Only then was I given a room, but the staff’s tone and expression made me feel looked down upon, as if I was a nuisance rather than a paying guest. Frankly, I find this unacceptable for a so-called luxury hotel. Five-star hospitality is not only about the facilities—it’s about treating every guest with dignity, empathy, and respect, regardless of their appearance or situation. On that day, Alva Hotel by Royal failed badly in delivering even the most basic courtesy. This was my first time staying at this hotel, and it will also be my last.