Pengguna Tetamu
We stayed at Atour for 3 nights, and while the bed and pillows were very comfortable—which we absolutely loved—the overall experience was unfortunately below expectations, especially compared to other Atour hotels we’ve stayed at.
The hotel is located in a very popular tourist area, which means there are crowds everywhere. I believe this also contributed to the staff looking visibly exhausted. We arrived at the official check-in time, but our room wasn’t ready because the previous guest had a late checkout benefit from their membership. To make up for it, the hotel upgraded us to a higher-tier room for the first night. However, we had to switch back to our originally booked room the next day, which was inconvenient and troublesome.
Both rooms were located in the annexe building across the street from the main hotel. The upgraded room was only one floor above the original one, with minimal difference other than being slightly bigger. We specifically booked a room with a river view, but to our surprise, tourists standing on the nearby bridge could look directly into our room — we verified this by checking the view from the bridge ourselves.
What disappointed us the most was the cleanliness. Our first room was very dusty, with sand and dirt on the floor, and the toilet walls had visible stains. Since we were staying just one night and were exhausted from traveling, we didn’t raise the issue. However, when speaking to the front desk about switching rooms the next day, I clearly requested that the next room be cleaned properly. Unfortunately, the second room was of similar condition, if not worse. The pillowcases were stained with black and yellow marks, and we had to request new ones late at night after returning from a long day out.
What makes this more surprising is that Atour is known for its great service, including the free laundry service where staff wash and return your clothes the next morning. This branch did not provide that service at all. Breakfast was also subpar and not worth topping up for.
Overall, this was the least enjoyable Atour experience we’ve had. The comfortable bed and pillows were the only highlights. We hope the hotel improves its cleanliness and service consistency to match the standards of other Atour locations.
Terjemah
