ZEN Home Gramercy Residences

I arrived at the property with my dog, but they wouldn't let us in, and the concierge was no help. The host's staff were there the whole time, yet I wasn't assisted. I contacted them by email, Viber, and Telegram, but the replies came so late that I chose a legitimate pet-friendly hotel instead. Waiting over an hour for what should have been a smooth check-in was unacceptable. Their communication was poor from the start. I booked the room that morning and arrived in the afternoon. I followed the check-in instructions and sent the required documents, but the email address they gave me was invalid. Then I was told to upload ID photos through a link written in Chinese characters that I couldn't use. After I contacted Agoda customer service, I finally got the correct upload link. No one had told me in advance that my dog needed “pet registration,” even though the hotel was supposed to be pet-friendly. The guard refused to let us enter without it. I stood outside for over an hour without help from the concierge, who was utterly unhelpful. I also watched them help foreign guests extend their stay by contacting the host directly, while I was being ignored. I eventually moved to another legitimate pet-friendly hotel. After that, the host's staff started calling nonstop and said they were “on the premises” to help. Why wasn't anyone helping me during the ordeal? This treatment was unacceptable, and I believe I deserve a full refund. The unclear communication, lack of support, and way customers were treated were appalling.