The property itself is stunning—truly a museum-like experience with amazing food and a fantastic location. Unfortunately, the hospitality didn’t quite match the setting. The staff, from the front desk to the concierge and wait staff, often lacked the warmth and friendliness expected in the hospitality industry. It was unclear whether this stemmed from unfriendliness or simply a language barrier, which was surprising given that most hotels in the area employ fluent English speakers.
For a hotel belonging to such a prominent global chain, I expected a higher standard of staff training to ensure a consistently polished experience, much like their other locations. With better service, the experience could have been nearly flawless.
The food was exceptional, but the service at the bar and tearoom was notably slow. I suspect this was because the staff were also attending to restaurant orders.
One particularly disappointing moment occurred when our host at the restaurant seemed visibly annoyed when we ordered hotpot, requiring her to set up the electrical equipment. Additionally, another attendant continued to handle the hotpot and add food despite my request for him to stop.
While our room was lovely, it felt a bit unsettling to be quickly ushered into an upgraded room that happened to overlook a construction site. Although it was wonderful to enjoy the open doors and city view, being woken up by construction noise was far from ideal.
Lastly, the doormen stood out for the wrong reasons. They often appeared to be slacking off, which created an odd and unprofessional impression. It would be better to have no doormen at all than to have staff who do not fulfill their role properly.
Overall, while the hotel has incredible potential, a more attentive and professional approach to service would elevate the experience significantly.
