First, "the good". The hotel is beautiful. The frontline tries their best, and are friendly. The location is not too far from the airport, and the surrounding area is great for walking.
There is even a small beach where locals come to let the kids play with sand, and our kids loved it. The swimming pool had a very warm shallow pool where small kids can play. The large pool was also pleasant for doing laps.
The lobby restaurant is large and can cater to many people, impressed to see no lines during the high May holiday season.
We stayed in the executive suite, which had a large bathroom with a round bath tub that we enjoyed.
However, there are many problems we encountered, which cannot go unsaid..
1, Food poisoning?
My husband and I both got REALLY sick (vomiting, diarrhea 20x/day, high fever of 39C) on the day of the check out. We stayed in the hotel for 2 nights, and did not eat anything outside of the hotel in the 48hours leading up to the symptoms. Even the water we drank were all bottled water provided from the hotel.
After we checked out and were home and got worse and worse, we asked to hotel to look into if there were any other guests with symptoms. The hotel said no, which we were relieved about, since this hotel caters to a lot of families with children.
BUT the manager on duty told me "Don't worry too much". What are you talking about! We are vomiting even fluids, watery diarrhea every hour, unable to move from our beds, missed our work, the health bureau is asking questions due to us being health care providers!
I understand that sometimes that it is difficult to pinpoint the cause, and I do not want to point fingers. But the correspondence attitude made me speechless...
2. Birthday cake
We were traveling for my son's birthday. I communicated this prior to our stay, and they replied with an email that they would prepare a cake for us.
Nothing came. I understand this is a "service", but if they are unable to come through, we would have prepared something on our own instead of waiting for it...
3, Smoking hotel
Please be warned that this is a full-on smoking hotel. There are ashtrays and matches provided in the room, and in the hallways.
We stayed in the executive suite, and it smelled of smoke. We didn't bother to ask to change rooms, since we had small kids and it was too much trouble to change the room after only being allowed to check into the suite at 4pm (we arrived at the designated check-in time of 2pm, but our room was not available then. They let us stay in a different room until our room was available).
The coffee pods (nespresso) and the Chinese tea set in the room were great.
The bathroom amenities were written as L'occitane on the webpage, but they were not. I was surprised that the shampoo was a "conditioner in shampoo" type, which I've only seen in motels in the last 10 years. Would have brought my own shampoo if I knew they would not be L'occitane.
Hardware is good, but the software...well, we will not be recommending this hotel...