This hotel has been reviewed extensively, so I will just focus on a few points (stay last November).

The hard product of this hotel remains very good but the hotel is persisting in its non-sense policy of forcing you to pay your bill at check-in without doing what every hotel does usually, i.e. take a provision on your credit card to cover the charges and incidentals and pay at checkout. They are really super pushy like if they were scared you would fly away from the hotel without paying your bill. You can’t charge any incidentals to your room and have to pay the bar and restaurants bills on the spot. I wanted to pay by points at check-out, but due to their policy, I had to do it at check-in and they initially didn’t want to do it because it was taking too much time for them and there was a long line of people checking-in. I had to insist and they finally did it after I asked to speak to a supervisor. This policy is totally absurd, especially with status members. Check-in (& out) also takes forever and with only 2 agents, there were long lines (I waited 20 min for check-in) as the hotel was very busy obviously.

My diamond status was never really acknowledged. Upgrade was very basic (I booked Superior room, city view and I got Executive), meaning that it was the same room category I booked but they add extra amenities like bathrobe, slippers and espresso machine.

Here is the welcome amenity :




Also, they seem to have problems with some local homeless people. I stayed 2 days and both mornings, I noticed a guy (not the same on the 2 days) sleeping on the couch of the main lobby, just in front of the check-in desk. And it was obvious looking at them that there was something wrong going-on and I was even wondering if the person was going well. This was literally 3m in front of the check-in desks and the staff was not doing anything like checking if there was no need for medical care, and if not, ask them to leave the hotel. Only when I alerted them, they did something. And same circus the next day with another guy.




As I said above, the fundamentals are still very good with comfy rooms, the beautiful view, the excellent Bokan restaurant, the very good breakfast buffet. But their check-in/payment policy (and even more the check-in staff attitude) is really not acceptable.