I am extremely disappointed with my stay at this Nathan hotel. The overall experience was far below my expectations.
First, the front desk female staff were impolite and unprofessional during the check-in process. Their attitude made me feel unwelcome from the moment I arrived. To make matters even more disappointing, the day of my check-in was my birthday, and I had hoped to enjoy a pleasant stay. Instead, it turned into a very frustrating experience.
After entering my room, I noticed that the air conditioning was not working properly. The room remained uncomfortably warm despite adjusting the temperature. I contacted the hotel, and an engineer came to inspect the air conditioner. He turned off the main power and restarted the system, but the problem remained unresolved. Rather than offering to change my room or provide an effective solution, the hotel simply gave us a fan.
Providing a fan is not an acceptable solution to a faulty air conditioning system. The room remained hot and uncomfortable throughout the stay, which seriously affected my comfort, sleep quality, and overall experience.
Given the poor service, the lack of professionalism, and the unresolved air conditioning issue, I believe the hotel failed to provide the standard of accommodation that guests should reasonably expect. Another male front desk staff member escorted us to Room 1004 on the Executive Floor. However, the room only had one king-size bed, and the hotel informed us that they could only provide a foldaway bed. This was completely different from the room type I had booked.
My reservation was clearly for a room with two double beds, so I do not understand why the hotel failed to provide the room type that I had reserved and confirmed. This caused unnecessary inconvenience and added to my disappointment with the overall stay.
The next day, the Duty Assistant Manager offered us two alternative rooms. However, neither of them was satisfactory.
The first room was on the 10th floor, but it still had only one king-size bed, which did not match my original reservation.
The second room was on the 5th floor and contained four twin beds in the form of two bunk beds. This room was clearly not comparable to the Executive Floor room that I had originally booked and was not suitable for our needs.
I made my booking based on the expectation that the hotel would provide the room type that was confirmed in my reservation. Unfortunately, the hotel failed to do so, which significantly affected our stay.
In addition to the issues mentioned above, the hair dryer in our room was also defective because the power plug had come loose and could not be used safely. I contacted the front desk to request a replacement hair dryer, but I was informed that the Housekeeping team first needed to come to the room to verify the issue before a replacement could be provided. This unnecessary process caused further inconvenience during our stay.
I would, however, like to recognize the professionalism and excellent service provided by the Housekeeping staff and the bellboy. They were polite, helpful, and courteous throughout our stay, and they deserve to be commended for their efforts.
Unfortunately, the same cannot be said for the front desk staff. Their attitude was consistently disappointing from check-in to check-out. The male staff member who assisted us during check-out was also unfriendly and unprofessional. I believe the front desk team requires further customer service training to improve their attitude and the way they communicate with guests.
Overall, this was one of the most disappointing hotel experiences I have ever had. I will not stay at Nathan Hotel again, nor will I recommend it to others. I sincerely hope that Trip.com and the hotel will take this complaint seriously and provide a fair resolution to this matter.
