Hotel Zen Garden

The staff didn't respond to us properly or deal with our concerns. Hospitality and customer service were extremely poor, so I wouldn't recommend this hotel to anyone expecting good service.

The room was cramped and not worth what it costs. When we arrived, the water wasn't flowing properly, and there was no proper ventilation. The receptionist behaved without manners. The GM had a huge attitude and, I was told, said he and the property don't care about online reviews or online customers.

The roof top restaurant is the one saving grace. Elsewhere, there was a foul smell in the corridors, rooms, and first-floor restaurant. The rooms are small, housekeeping seems not to exist, and the washrooms need a thorough clean. The hotel is strategically located, but it badly needs renovation. Best to avoid it.

The receptionist came into our room without permission, supposedly to check on guests. A room that's been allotted is occupied, and staff shouldn't enter to inspect guests on their own. They could have asked at reception, called the registered guest, politely requested an ID update, or waited for the guest to come down. Instead, they entered themselves and acted like police or moral checkers, treating guests with suspicion. That's an unacceptable invasion of privacy, and feels like harassment and a service failure. Changing one person in a two-person room isn't illegal, and hotels have no authority to conduct room checks. There are other problems too: some rooms have old furniture, maintenance is poor, with AC trouble, plumbing smells, and slow hot water. Food can be tasteless or stale, though quality varies. Staff may seem polite but respond slowly or carelessly. This no longer deserves its star hotel tag.