Lbn Asian Hotel

In 2022 stayed at a hotel and unfortunately had a very unpleasant experience due to the rude behavior of the workers and receptionist. I was terrified by some of male stuff in the hotel and ignored by receptionist.

The lack of professionalism and courtesy displayed by the staff made for a very uncomfortable stay. It was clear that they did not value customer service or prioritize the comfort and satisfaction of their guests. The overall atmosphere of the hotel became tense, which greatly impacted my enjoyment of my stay.

AVOID AT ALL COSTS.
We initially booked 2 nights stay at this hotel and decided to book a third shortly after arriving. On the first night, we smelled cigarette smoke in our room. We checked the hallway and balcony and there was no smell, only in our room. We realised it was coming from the air vent and that it had to be from another guest smoking inside their room and flowing through the vent into ours and other rooms. We assumed that smoke must’ve been potentially from someone smoking near the air vent outside or on their balcony and that perhaps some rooms in the hotel were smoker-friendly, so we decided not to raise it as the smell ceased for the rest of the night.

The following night we got no sleep. The cigarette smell started from around 7pm, and again at 8pm, 10pm, midnight and we were woken up at 4am to the smell again which at this point had left our room like a smoker’s lounge. We had to sleep with masks on. The following morning we raised it at reception and told them we had smelled it from the first night and checked the hallway and balcony and there was no cigarette smoke detectable from either location aside from inside our rooms, therefore it had to be from the shared air vent because another guest was smoking inside their room. This was against hotel policy, as there were signs on each floor that clearly stated no smoking, in English and in Chinese. To further confirm this policy, the hotel receptionist told us that smoking is not allowed anywhere in the hotel and that they would investigate further. They suggested we change rooms, but we refused to be inconvenienced for another guest breaking hotel policy. We were also checking out the next day so to pack up and move was an inconvenience to us when in reality, the guest smoking should have been moved or removed from the hotel altogether for breaking the no smoking policy. The hotel staff said they will locate the smoking guest and tell them to stop smoking.

Around 9:30pm, the cigarette smoke once again filled our room from the same air vent. We called reception and a staff member came up to our room to investigate, and later confirmed that he too smelled the smoke coming from our vent. We were informed of the room number of the smoking guest, who was staying on our floor opposite us. The reception told us they had called the guest twice to tell them to stop smoking inside and that they had agreed to stop, which was clearly not the case as we had already smelled it in our room. This was already incredibly disappointing and frustrating as the hotel staff knew who the smoking guests were and did not do anything to remove them other than give them multiple warnings, which went ignored. They should have moved the guest to a different room or banned the guest from the hotel to avoid inconveniencing us who had been on the receiving end of this unfortunate ordeal. Despite being inconvenienced, we knew we had to move otherwise we would be breathing cigarette smoke all night again. In an effort to make things right, the hotel gave us a room upgrade, which was completely unnecessary when all we wanted was a smoke-free room and for them to have dealt appropriately with the smoking guests who broke hotel policy, which they did not. We reached out to Agoda to inform them of this matter and request a refund for our second night stay where we got no sleep, and the hotel spoke to us later refusing to provide a refund. Instead, we were given an unnecessary room upgrade that did not do much to amend the situation as the smoking guests were still allowed to stay in their room and continue smoking. While guests who followed hotel policy, like us, were inconvenienced and treated like we were the ones who caused the problem. I have been messaging Agoda further about this issue and it seems like the hotel still refuses to provide a refund for our night stay. They don’t care about upholding their hotel policy and don’t care about their guests. Avoid this place in town unless you want to breath in toxic cigarette smoke during your stay and deal with incompetent staff.