Worst experience – the floors are effectively paper thin, so do not sleep here if you actually need rest. Everything was fine until around 11:30?pm when the guests in the room above began walking around, moving things and thumping across the floor. I had a 5?am departure, so I was already in bed. By 12:50?am the noise still hadn’t stopped, so I called reception from my own phone (no in-room phone). Leo at reception was very polite and I heard him go up to their room. The noise eased briefly, then started again and carried on until about 3:30?am, making sleep basically impossible. The best (worst) part? The hotel is on a main road and you barely hear any traffic, yet every step, scrape and stomp from above comes through loud and clear thanks to the flooring. I eventually resorted to earplugs just to get some sleep, which worked a little too well – I slept through my wake-up and missed the 5?am airport shuttle. When I went to reception to ask about the next shuttle, there was no one there, and the emergency number didn’t answer either, despite all the “24/7 reception and airport service” claims. End result: an $18 Uber to the airport. To make things worse, after posting a review on Google, the hotel contacted me and tried to make it sound like it was somehow my fault for raising the issue and complaining, and not doing enough. Not cool. A quick look at the CCTV timestamps vs the times I called reception would show the desk was in fact unattended. Very poor service.

酒店回复：Thank you for taking the time to share your detailed feedback. I am very sorry to learn that your stay was affected by noise from other guests, which prevented you from getting the rest you needed before your early departure.I am glad that Leo was able to assist you promptly during the night. It is also pleasing to hear that you found your room clean and comfortable, and I hope you appreciated the complimentary upgrade from the booked studio to our much larger one-bedroom apartment.I am disappointed that you did not reach out to us again, especially as the disturbance persisted despite our efforts to address the issue with the occupants above your room. We assumed the issue had been resolved after our staff spoke with the guests, since we did not receive further communication from you.Our goal is always to resolve such situations quickly, and since completing our recent renovations, we have made significant improvements, including double-glazed windows and thick pile carpets, to enhance soundproofing.If you had contacted us again, I am confident our team would have revisited the issue or offered an alternative solution.I also apologise that you missed your scheduled shuttle. Our shuttles operate every hour, on the hour from 3am for airport drop-off. Our team is always onsite to assist guests, and upon reviewing CCTV footage, it appears that someone was present at reception when you checked out.Thank you again for your comments. We sincerely hope you will consider giving us another opportunity in the future. If you wish to discuss your stay further, please feel free to contact me directly at the property.