NUO Hotel Beijing

Our stay at NUO Hotel Beijing from 20-22 December in winter, in room 2220, was one of my most disappointing hotel experiences. It presents itself as a luxury 5-star hotel, but felt more like a basic business hotel and fell well short of luxury service. Calling it 5-star feels misleading. The air-conditioning in our room was faulty for both nights. Housekeeping came to look but couldn’t fix it, and the person admitted other guests had the same complaint. Maintenance later confirmed no air was coming from the main unit. The bathroom AC was colder than the bedroom one, and adjusting the air vent flap did nothing. The room stayed stuffy and overheated, and we couldn’t open the windows. This ruined our stay. At arrival, no porter helped with our luggage, even though one was standing inside watching us struggle. It was winter, but for a hotel claiming to be 5-star, basic service should start at the door. We felt ignored and unwelcome from the start. Checkout was embarrassing and humiliating. Ms. Lu Yuan01 demanded a receipt to verify the payment method for our deposit refund. Shouldn’t the hotel have a record of how the deposit was paid at check-in? We had to open our luggage in the lobby, in full view of other guests, to find the receipt. Ms. Lu Yuan01 stood watching us search, which made us feel as if we were being treated like thieves. It was deeply disrespectful. The stay left us disappointed, frustrated and embarrassed. Service and staff professionalism were far below what I’d expect from a 5-star hotel. If I could give zero stars, I would. We’ll never stay at NUO Hotel Beijing again, and I seriously question how it got its 5-star rating. Highly not recommended.