Heirloom Hotels - the Librarian

天氣那麼冷，入住洗澡都是冷水，房間WiFi密碼也沒有，空調製熱也不給力

Note: I have contacted the hotel about these complaints several times and asked for a partial refund but have not heard anything in return, which just drives home my point about how bad the customer service is at this hotel. My experience: I found during my stay that many things were not as advertised on the website, and was underwhelmed with the service provided there. The website claims that it is 'decorated like a 5-star' hotel, yet the room I was in (Tiny Room with balcony) had an insufficient set-up. There was no place to hang towels and the shower was not sealed causing the room to flood (and my baggage to get wet) every time I took a shower. I reported this issue to the team and was confident that this would be dealt with swiftly as the promotion material states that the 'virtual butler is just an app away'. However, I did not receive a response within a suitable time frame. In fact, I only received an answer the next day. And then my request to exchange the towels, soaked through the bathmat, and replace the used coffee pods for more coffee was only partially fulfilled. The soaking bathmat was left in the room, and only the towels were replaced. And while I received new coffee pods, I did not receive more milk for the coffee. This took another day to be rectified and the soaking mat was never replaced. The person coming to my room also left all the used cups and cutlery. This is not the standard I expect from a hotel that advertises itself as a 5-star standard. I am happy to self-cater and do my own dishes, but the room provided no such amenities. There was no dish soap, dish towel, or rack. I think it would be suitable to either provide these things or have the dirty dishes replaced once a day. Overall, this was really disappointing and I am genuinely shocked at the lack of response from the hotel. They clearly don't care about customer satisfaction!

I stayed here a night. Because of some some technical we have to stay here and complete some work and started the next day. But the hotel changes my mood, and then i feel like just relax and enjoy the weekend with relaxing atmosphere. Definitely visit again.