Butternut Tree Hotel

On arrival the greeting was pleasent, the hotel was nicely decorated and seemed clean.

Unfortunately on our last night we arrived back quite late (around 10.30pm) to find our room had not been cleaned. I wasn't going to say anything however when I lifted the quilt to get into bed a cockroach scurried across the bed. Not ideal. Again, I understand that this is not uncommon in a hot country, and this also isn't my main issue. My issue is that when I went to reception to inform them of the uncleaned room I was told the cleaners had left, but the receptionist would give us new towels. I then mentioned the cockroach, and was stared at blankly. I might mention the room is tiny, and I'm not the biggest fan of insects so the thought of sleeping in that room was impossible. The receptionist said she would look for it and remove it. Obviously it was no where to be found. The receptionist gave me no apology or recommendation on what to do. I then asked if it would be possible to move rooms, I was told there there no free rooms. I then asked if we could have a refund for the night so we could stay elsewhere, she said she needed to check with her manager. I came back 10mins later and she had not checked about the refund. In the meantime I looked on the internet and found a room available at the hotel. I was pretty livid about this. I mentioned it to the receptionist and I was told it was a much bigger room and had a balcony, not exactly what I needed to hear. I requested we be moved to this room or get a refund. She said she had to check with her manager and finally said we could move rooms. I was given a new key, and upon entering the room saw that it was identical to the one we had stayed in. When I queried this I was told that somebody had checked out early and she had not been aware of the free room until she spoke to her manager. All in all this took around 1 and a half hours to get resolved. I do not feel that I was treated with the kind of customer service expected given how much I paid. I had to come up with the solutions.

Right in the heart of beautiful Chinatown

Very noisy area with the big bar next door