ViiA Residences by Five Senses

Disappointing Customer Service Despite High-Quality Facilities I recently stayed at Viia Residence, managed by Five Senses. While the physical facilities of the serviced apartment were of high quality, the customer service was severely lacking. My experience started on 6 March at 10:10 AM, when I arrived for check-in. Shockingly, the staff could not locate my reservation despite my providing a direct email confirmation from the hotel. After 45 minutes of waiting, they could still not resolve the issue. Even after calling their reservation team, no solution was offered. To make matters worse, I could not store my luggage at the property, forcing me to carry it to my business meetings. I requested the hotel contact me once they resolved the issue, but after 7 hours, I did not receive any update. Upon returning at 8 PM, I was again told there was no booking under my name. Another staff member managed to locate my reservation only after insisting further, finally allowing me to check-in. Following this frustrating experience, I sent two emails to the hotel's corporate email address (listed on their website and front desk name card), hoping for a response. To my disappointment, I never received a reply. I expected better training and professionalism from the staff for a high-end property. Unfortunately, my experience was far from what I would expect at this price point. While the facilities are well-maintained, the lack of customer service and communication has resulted in one of my worst hospitality experiences. I hope management takes this feedback seriously and improves their service standards. Would I stay here again? Not unless significant improvements are made to their customer service.

不會再來，不給打掃，不給換浴巾，很早就退房，餐具很臟，衞生間不乾淨，床品一拍都是浮毛，沙發沒坐，因為太臟。 除了位置好，其它沒啥，但是這個價位旁邊還有別的酒店。

房間很滿意，適合家庭長短居