SENTOSA HOTEL TAOYUAN BRANCH

We had an amazing stay at this Sentosa hotel last week. The pool was great and the service throughout was amazing. At reception, they even upgraded us to a suite with a bathtub!

We had repeated power cuts during our stay. Once, the entire hotel lost electricity for three hours in the middle of the night, leaving no elevator, air conditioning, or lights. Guest safety didn't seem to be a priority. The property also looks badly outdated and poorly maintained. The reception area made a poor first impression, with boxes, clutter, and visible trash behind the desk. The reception staff didn't speak English, so communicating was quite difficult. In the rooms, furniture was worn out and bathroom fixtures were broken or badly fixed, which made the stay uncomfortable. With the lack of basic upkeep and these serious safety concerns, I can't recommend it.

Construction noise was constant, and the manager didn't listen to our complaints. Breakfast was concerning too, since a lot of the food was expired. We also found a whole family of cockroaches in the bathroom. For the high price, the service was terrible, and our room booked for six didn't have enough beds or towels.

We went for a weekend in Shenzhen with friends. The room was spacious, but the listing said it could sleep six, while on arrival we found it was for five, with an extra 200 rmb to add a bed. To make matters worse, there were only four sets of towels for six people. The staff didn't speak English, so we managed to talk with a manager, an Indian guy. We couldn't cancel and get a refund, and they offered no compensation for the mistake. Instead, they blamed booking.com. The hotel wasn't full, so they could have given us another room as a goodwill gesture, but they charged extra for the bed instead. For Shenzhen, the price was quite high, and the service and experience were very bad. I don't recommend it. They won't help if there's a problem.