Our first response when we saw the room was: WOW this place's great! It's new, spacious, simply yet nicely decorated, and comfy! Location wise, it was not too bad since it is 5 minutes walk away to the metro station, and unless you are really short of time, there is really nothing to complain about.

However, everything was dampened by the service. On the surface it seemed that the staff are reasonably friendly, but they overlooked a lot of customer service basics. The lady asked for our passports and did not return them to us, neither explaining to us that they do need it and what they need it for. When we realized that our passports were not returned to us and went back down to get them, we were served by one of the guys behind the counter, who roughly explained to me that they need them for some 'police check' thing and even impatiently pulled all his drawers opened to show that all the guests' passports were there and they have a security camera so there is no need to worry. And that we can only get our passports 2 hours later. I was shocked with the fact because it is after all our PASSPORTS - important documents. Tried explaining this to him but he rudely cut me off by saying he will get someone to do the scanning. His attitude was really atrocious! The way he flung open the drawers and cutting me off when I tried to talk to him was rather insulting. I cannot understand the lack of explanation on such important issues. Isn't it not the basics that if you need to retain something important you need to at least inform the person that you are going to do so and the reason(s) why? I find this totally unacceptable!

Then comes the hot water issue. For 2 nights in a row the hot water ran out barely halfway through showering. I made this fact known by calling the reception. It took them ages to send someone up (and when they promised they would), and when they did (after I rang a second time), the problem wasn't solved. I was being 'taught' on how to use the tap which I found ridiculous. Who on earth do not know how to use the tap for hot/cold water options? We do not come from the countryside or are people who knows nothing! Problem was not solved. Fortunately we did not catch a cold. They could have done something for us but nothing has been offered. I lodged another complaint to the reception the following day but she gave me the same 'lecture' as well on how to use the tap. Really set me wondering if they really thought we are stupid.

Overall, this hotel is a very good option, IF you do not encounter any issues. Make sure you get your passport on the spot though, and also make sure they give you full details on what they have to do with your passport before allowing them to keep it. You never know what may happen.