GRIFFIN BAY HOTEL

Housekeeping is only for stay over 3 nights which is less pleasant especially all the bins are full

Right by the Jaqachi market. Hotel doesn’t make up room on daily basis

南浦とチャガルチの中間地点は、何をするにも、どこに行くにも最適な立地。歩いて近くに、バスや地下鉄で…でもストレスなし。 部屋も広く、清潔感もあったかと思う。隣の部屋の話し声や上下階の水回り？の音は少ししたが、許容範囲。 日本人には使いづらいトイレとシャワーの同居も、何とか凌げる。 ただ便座が濡れることを避けたいなら、持参したゴミ袋をかけたりする工夫はあった方がよい。 2泊したが、掃除はなし。ただタオルと水が2日目にドアにかかっていた。十分だと思う。 機会があれば再利用はあり、だと思ってます。

Our experience at this hotel was extremely disappointing. We booked and paid for an Ocean View Twin Room advertised and confirmed as non-smoking, but the accommodation provided did not meet the specifications of our booking. After dropping off our luggage and going out for dinner, we returned to find an extremely strong smell of cigarette smoke throughout the room. We immediately reported the issue to reception. A male staff member attended the room, inspected it, and sprayed a deodorising product. We made it clear that this was unacceptable and that we expected a room that complied with the non-smoking conditions stated in our confirmed booking. Despite our complaint, the staff member refused to provide an alternative room, claiming that the hotel was fully booked. We requested to speak to the manager but were told that the manager was no longer on site. The situation became even more frustrating when another reception staff member denied that there was any smell of cigarette smoke in the room, contradicting the earlier staff member's actions in attending the room and spraying deodoriser. When we asked again to speak to the manager, this staff member initially stated that he was not the manager before subsequently claiming that he was. As the hotel failed to offer a satisfactory solution, we requested a refund, but our request was repeatedly refused. The staff member then asked whether we wanted the police to settle the matter. After the police attended, they explained that they could not resolve the dispute as it was a civil matter. The same staff member then claimed that we had requested police assistance, despite the suggestion having come from the hotel staff in the first place. We also contacted Agoda for assistance and requested a refund, but were advised that the decision rested with the hotel. Ultimately, we had no choice but to check out immediately. The alternative accommodation was significantly better with great customer service and the too matched the booking advertisement. Overall, this was a very disappointing experience with Griffin Bay Hotel. The room did not meet the non-smoking requirements explicitly stated in our booking, and the hotel's response to our complaint was unsatisfactory. Rather than offering a reasonable solution, the staff provided conflicting information, refused our refund request, and did little to assist in the error that they have created. I would not recommend this hotel to anyone who expects their confirmed booking to be honoured and their concerns to be handled professionally. The issue was not simply the smell of cigarette smoke, but also the lack of accountability and the poor handling of the situation by the reception staff.