On recommendations from friends and previous reviews, I booked a room (豪华房）at the hotel (会馆)wing for 2 nights. On entering the room, we felt as if we were in a lovers' motel as the entire room was dark and gloomy with only natural light coming in from a small window panel at a odd corner. The bathroom whilst being huge and comes with in-room hot spring tub, was covered with black tiles and again has tiny and dim down lights. The thick, old and dirty curtains in the bathroom completely killed any desire to use the in-room hot spring facility. Our plan of having a lazy day enjoying the hot spring and reading in the room was spoilt and we ended up doing our reading at the restaurant while having the complimentary high tea. For those who plan to stay in this hotel with young children or aged parents, do check and avoid similar rooms. Our bad experience in the first afternoon was however made good by the superb attention and service from the front office team, especially Ms A. Tang and her team. On learning our dislike of the room in a casual conversation at the lobby, Ms Tang took immediate action and offered to show us 2 rooms in the Spa Wing (生活馆). I learned then that the same class of room has some newly furnished rooms at the Spa Wing with brighter and more modern furnishings. With...On recommendations from friends and previous reviews, I booked a room (豪华房）at the hotel (会馆)wing for 2 nights. On entering the room, we felt as if we were in a lovers' motel as the entire room was dark and gloomy with only natural light coming in from a small window panel at a odd corner. The bathroom whilst being huge and comes with in-room hot spring tub, was covered with black tiles and again has tiny and dim down lights. The thick, old and dirty curtains in the bathroom completely killed any desire to use the in-room hot spring facility. Our plan of having a lazy day enjoying the hot spring and reading in the room was spoilt and we ended up doing our reading at the restaurant while having the complimentary high tea. For those who plan to stay in this hotel with young children or aged parents, do check and avoid similar rooms.

Our bad experience in the first afternoon was however made good by the superb attention and service from the front office team, especially Ms A. Tang and her team. On learning our dislike of the room in a casual conversation at the lobby, Ms Tang took immediate action and offered to show us 2 rooms in the Spa Wing (生活馆). I learned then that the same class of room has some newly furnished rooms at the Spa Wing with brighter and more modern furnishings. With Ms Tang's help, we were moved to a new room at the Spa wing on the 2nd morning and was able to enjoy the rest of our stay comfortably.

In addition to the speedy service recovery in regards to the room, my hubby and I were impressed with the consistent service standard rendered by the front office team throughout our stay. Every single query and request was met with pleasant and earnest response, including researching on sightseeing destinations based on our likings. On return from our outing on day 2, the team also surprised us with a personalized delivery of cakes, chocolates and a small bottle of wine to celebrate our birthdays which happened in the same week. We were extremely touched with the team's attention to details and going the extra mile to ensure we had a great stay.

Our room tariff came with breakfast, high tea and dinner. Apart from the complimentary high tea, breakfast and dinner were disappointing in both quality and taste. By 9.30 am, breakfast items in warmers were already cold so we could only go for congee with condiments and toast. For dinner, we were served a Chinese set meal that was plain, blend and nothing to be remembered; we were...More