Atour S Hotel Beijing Anzhen

The room hygiene was far below expectations. As soon as we entered the room, there was a very strong cigarette smell mixed with moldy odor in the air, which immediately made both of us cough and feel uncomfortable. The bathroom ceiling had a large damp/moldy area, many corners were visibly dirty, and it was obvious some stains could have been cleaned properly. There was dust on the bedside table, mirror, desk, and lamp corners, hair left on the floor, stains on the sofa, and one of the lights was constantly flickering.

What made the experience worse was the hotel’s handling of the situation. We contacted the front desk shortly after checking in and asked to change rooms, but were told the hotel was fully booked, despite rooms still appearing available online. When we asked to cancel and move to another hotel because of the cleanliness issues, we were refused a refund simply because we had already entered the room for around 20 minutes. No practical solution was offered.

Later that night, the staff first told us the first night would not be charged, but then came back again around 2 AM saying we still had to pay because we had already checked in. The communication was inconsistent and very unprofessional.

Overall, both the room condition and customer service were extremely disappointing and difficult to understand for a hotel at this level.

Good vegetarian food.

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