Cordelia
Google
I arrived from a long flight around 4–5 AM and went straight to check-in. I was immediately asked to pay a $700 deposit, which was shocking because even 5-star hotels never charge me that much. When I politely asked for clarification, the staff told me $200 was the actual deposit and the remaining $500 was “what I owe them,” but they couldn’t explain it properly.
Both the male and female receptionists on duty at that hour were incredibly unprofessional. They spoke with attitude, raised their voices, and even rolled their eyes right in front of me. When I asked again because I was confused, they even said, “If you don’t believe us, look at your bank statement.”
It’s not about the money! I asked politely, so why respond with anger? For a 4-star hotel and michelin guide recommended, this kind of service is unacceptable. I am the customer; the least I expect is basic respect and a clear explanation.
To be fair, the morning reception staff were much more polite and helpful.
The room is nice and the location is great, but the service during check-in was honestly terrible. I left feeling disrespected and undervalued as a guest. Your hotel is actually very good, and many things are impressive, but the front desk attitude really brings it down. I also noticed other reviews mentioning the same issue, the front desk young lady is not welcoming. I hope the hotel can reflect on this, because improving your service would make a big difference.
Edit: I would like to clarify a few things based on the hotel’s reply.
There were two people at the front desk when I checked in around 4–5 AM, I am absolutely sure of what I saw, and the young female staff member was wearing braces. I have no reason to lie about this.
This review was meant to be constructive feedback, but the response I received feels defensive instead of addressing the service issue. When a guest shares their experience, the proper reaction is to self-reflect and consider whether something went wrong, not imply that the customer is mistaken.
Regarding the Michelin Guide comment, the hotel is listed on the official Michelin Guide website, so I am simply stating facts. I’m only sharing my honest experience, and it’s disappointing that the hotel chose to argue with me rather than acknowledge the poor service I received.