Dear Guest,The unit description and photos clearly indicate that this room does not include a terrace or balcony. This information was disclosed prior to booking. Guests are expected to review the listing details carefully and select a unit that matches their requirements.Thank you.
Thank you for your feedback. We’re glad to hear that the room was clean and in good condition. However, we sincerely apologize for the inconvenience caused by the change of building.For clarification, the temporary transfer to Shore 2 was arranged because the assigned Shell unit was unexpectedly unavailable at the time of your arrival. Rather than delaying your check-in or leaving you waiting, our team provided an alternative room immediately so you and your mother—who we understand needs comfort—could rest without hassle.We understand your expectation to stay in the exact building you booked, and we truly apologize for the inconvenience this caused. Our Shell units are now open again, but during your check-in, we had to ensure you still had a room ready on time.Your comment is well noted, and we will continue improving our coordination to avoid situations like this.Thank you for your understanding, and we hope to serve you better next time. ??
Hi Ma’am, thank you for sharing your feedback. We would just like to clarify some important details for transparency. From the very beginning, you were informed through our messages (which we have on record) and in the Trip.com listing itself that a refundable security deposit is required before keys can be released. At 4:00 PM on your check-in day, our staff again reminded you to provide the deposit, but you declined.We also want to address your claim that we “refused to communicate properly.” This is uncalled for, as aside from Ms. Gen, two of our housekeeping staff also communicated with you directly to assist. When you reported that the living room lights and TV were not working, we immediately sent staff to check. It turned out that nothing was broken — the breaker switch was simply turned off, which our staff helped you resolve.As this is a private property, house rules and building regulations are clearly laid out for all guests to ensure safety, accountability, and fairness. Not being able to receive the keys was not due to our negligence, but because the required security deposit was not provided.We always aim to deliver a smooth and comfortable stay for our guests, and we hope this clarification helps future guests understand the importance of following the booking guidelines. We wish you all the best.
