The property itself was okay overall, house was spacious, reasonably clean, and having a washing machine was a plus. the reception staffs were friendly and helpful during checkin.
Unfortunately, my experience was overshadowed by a dispute after my stay. I was charged an additional fee for allegedly using a “second bathroom” that was not included in my booking, given that:
1. The booking details DID NOT specify how many bathrooms were included
2. Both bathrooms were unlocked, clean, and accessible. As a guest, we had no reasonable way of knowing that one of it was supposedly excluded
3. The hotel insisted that the “second bathroom” was “secured” by their maintenance team and claim that we had accessed it “without authorization” . However, from a guest perspective, both bathrooms appeared equally accessible to us, and they were located right next to each other. Even today, I still have no idea which bathroom was supposedly restricted. If a bathroom was not intended for guest use, at least a sign, notice, or lock would have prevented this. we will respect as long as it is not for us to use.
We also escalated this to Trip.com, thy also confirmed that the booking details did not specify how many bathrooms were included or restricted. Thanks to Trip.com’s professional and timely support, I felt that at least from there my concerns were taken seriously and properly reviewed. and they help to followed up on the matter and eventually bring the dispute to a resolution.
The extra charge was at the end refunded by the hotel. However, the hotel stated in the email that the refund was return as a “gesture of goodwill”, this left me with the impression that responsibility was still being placed on us, despite all the evidences we provided
