This hotel is absolutely terrible, and it’s not just the hardware facilities. It's the extremely perfunctory and irresponsible attitude from the staff to the management towards guests that left us utterly disgusted and disappointed, ruining our trip.
This was our second stay, and we will definitely not be staying here again. Our family of three booked two rooms for three nights each. On the first day, we returned to find the room tidied very carelessly; only the bed was made, and other areas were completely untouched. At the time, we thought it was just an individual oversight and didn't pay much attention. However, on the second day, the room hygiene was still appalling: the trash wasn't emptied (the bin was tiny and already full, with other bags piled next to it); the ice bucket tongs and coffee stirrers weren't washed (just put back in place); the folding knife we used the day before was still open and placed next to the TV; there were still many oil stains from our takeout on the table (completely unwiped); the bathroom wasn't cleaned, only the disposables were replaced; the toilet wasn't brushed, with visible fecal stains, and many other details we haven't even listed.
I called the front desk at the time to explain the issues and explicitly stated that I wanted to speak to their manager immediately. Two cleaning staff came (one Chinese girl, one girl with darker skin). We pointed out all the problems in the room to the Chinese girl, and I told her she needed to report it to her superiors immediately as we needed an explanation (I said this three times). She admitted it was indeed their fault and discussed each issue in Japanese with the other girl who came with her, saying they would investigate who cleaned the room and give me an explanation. After this, I went out for dinner. By the time I returned to the hotel, it was past 11 PM. I went to the front desk to find the manager (a Japanese gentleman with glasses) and reported the situation. He said he was unaware and needed to communicate with the housekeeping department the next morning, adding that he could do anything to compensate us for the problem. I replied that any compensation, like a discount or breakfast, would be fine, as we were checking out the next day and just needed some kind of explanation for peace of mind. The manager immediately refused, saying he could only offer to clean the room or change rooms at that point (it was already 11:40 PM, and my 4-year-old child was asleep, so I didn't see the point of cleaning or changing rooms at that hour). He then started defending himself with various excuses, such as not clearing trash if it wasn't in the bin (even though one of the two takeout bags on the floor was taken, but the other was left there). I asked why the bathroom wasn't cleaned, and he said he would need to verify that the next day. Given this attitude, further discussion was pointless. We were checking out the next day, and it was already very late, so continuing wouldn't lead to any solution or outcome. I told him he could investigate it himself tomorrow.
The next morning, I went to check out. I didn't seek him out, but he must have heard my voice and proactively came out, saying he had contacted their housekeeping department. He claimed their cleaning was done according to hotel regulations and that no one heard me say I needed to speak to their management for an explanation, adding that he 'needed to trust his employees.' I just replied with 'whatever.'
This isn't just about inadequate cleaning or staff negligence; it's about the entire hotel, from staff to management, showing contempt for customers, avoiding responsibility, and making excuses when confronted with guest concerns. This attitude and service level are no better than a motel. How can they claim to be a high-end hotel? I strongly advise everyone not to go; don't let it ruin your trip. The picture shows their trash can, so small a soccer ball wouldn't fit, and 'according to regulations, we don't touch anything outside the trash can.'
Original TextTranslation provided by AI
