"This is a beautiful hotel with genuinely beautiful rooms. We loved the view over the water. Staff were friendly and tried to be helpful. The location is central and excellent for exploring downtown Hualien.
Amenities are hit and miss. Weirdly, there’s no laundry service, for example, even though there was a laundry bag in the closet. It took multiple conversations with staff and two trips to the lobby to figure out that laundry service isn’t available (and with the hot and humid climate laundry service is really needed!). The downstairs onsen is a great idea — but the men’s was tepid, had only one of two pools functioning, and was not so clean; while the women’s was so scalding my wife couldn’t stay in for even a minute (and she is an onsen fan). When we checked in, our key took is to the wrong floor, wouldn’t let us access our correct floor, and once back in the lobby with all our luggage, it took staff 20 minutes to get us new keys (why?).
There were many other minor details that just seemed off, unlike most Marriotts which always operate like clockwork. Overall it is a very nice hotel, the room was great, and we enjoyed our stay, but all the little details keep me from giving 5 stars."
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