It was one of the worst hotel experiences in my life
We checked in to our three rooms, and to our horror, we realised that there were both big and small cockroaches in the bathroom and bedroom. Even after we changed one of our rooms, there were still insects. My friend killed five roaches within less than 5 minutes, and there were more.
We decided that the conditions were non-liveable and decided to switch to another hotel. We decided to ask for a refund since we are not staying in, however, they said that the payment is non-refundable due to hotel policy. When asked to speak to the manager on the phone, the manager did not want to speak to us and told his staff that he would not provide a refund. I send an email to feedback, but the hotel staff seems to stand firm on not providing a refund.
Expedia did a great job in investigating, however, after contacting the hotel, the hotel still refused to provide a refund.
As a result of this bad experience, I strongly would not recommend guests to stay here due to the lack of cleanliness (they mentioned they conduct pest control checks every 3 months) as well as the lack of refund (be it partial or total) despite not staying in the hotel at all.
While they have 61 rooms available, the most important room to look at would be the ROOM FOR IMPROVEMENT - in terms of cleanliness and customer service of providing some refund. A poor hotel indeed.
