Manni G.
Google
I am writing to file a formal complaint regarding my stay at the Grand Hotel Taipei on November 14. I chose your hotel because of its long-standing reputation and historical significance, expecting a comfortable and professional stay. Unfortunately, the entire experience fell significantly short of the standards a hotel of your prestige should uphold.
The issues I encountered are outlined as follows:
1. No early check-in and no alternative solution provided.
I arrived around 7 AM after a sleepless night and repeatedly inquired about the possibility of an early check-in or at least access to a space for basic washing up. All my requests were declined. I waited in the lobby for several hours without any proactive assistance or options offered by staff. I was later informed that checking in at 10 AM would incur a half-day charge—yet the fee was identical to my full-night rate. This rigid handling and lack of empathy is highly disappointing and does not align with the level of service expected from your hotel.
2. Charged a half-day rate for an “early check-in,” yet placed in a room next to a banquet area.
Despite paying the additional half-day fee, I was not assigned to the main building. Instead, I was directed to a room in the banquet hall wing. As I passed through, an event was clearly underway, and indeed the room given to me was the very first one along the corridor, with significant noise disturbances. I specifically noted “quiet room” in my reservation, but this request was entirely ignored.
3. First room’s comfort and facilities did not meet the hotel’s advertised standards.
I was extremely exhausted and did not have the energy to request another room at that time, but the condition of the room—the noise, bedding, and overall environment—was far below what I expected from the Grand Hotel.
4. After requesting a room change, I was assigned Room 438, which felt inconsiderate.
While I am not personally superstitious, hotels should be aware of basic sensitivities regarding room numbers. Given the negative experience up to that point, receiving this room number made me question whether proper judgment or consideration was applied.
5. The second room’s hardware condition was unacceptable for a hotel of your reputation.
The bed frame was unstable and rocked noticeably from side to side, as if it might collapse. The furnishings were worn and poorly maintained. This level of deterioration is incompatible with the hotel’s public image and pricing. The unstable bed affected not only comfort but also my sense of safety.
In summary, my stay fell far below the standards associated with the Grand Hotel’s brand. From the lack of service flexibility to the poor room arrangement, noise issues, and inadequate maintenance, the entire experience was deeply disappointing and raises concerns about the hotel’s quality control and guest care.