Hotel vicino a Stazione Ferroviaria di Songshan, Taipei

1. Misleading Entrance Signage Upon arrival, we followed the signage pasted on a pillar that directed guests to a staircase entrance. However, when we reached that entrance, we were shocked to find the door marked with the sign “来宾止步” (“Guests Stop Here”). When we raised this with your staff, we were told that this entrance has not been in use since the COVID-19 period. While we understand that certain operations may have changed during the pandemic, COVID-19 restrictions have ended for more than two years. If the primary entrance has been permanently closed, why has no corrective action been taken and the misleading signage still left there? Carrying heavy luggage up and down a sloped path unnecessarily was frustrating and avoidable. 2. No Staff Assistance or Clear Signage at the New Entrance When we finally located the new entrance, there were no staff members on standby to assist us, nor was there any clear external signage indicating that this was the correct way to access the lobby. The explanation given later was that all staff were away assisting with parking which is not acceptable. At least one person should have been assigned to remain at the entrance, or the last person leaving should have arranged for another colleague to cover the position. In addition, the Operations Director mentioned that there is signage inside the new entrance directing guests to take the elevator to the lobby. However, this logic is flawed. If guests cannot locate the correct entrance in the first place, how could they possibly see a sign placed inside? 3. Poorly Trained and Unprofessional Front Desk Behavior After struggling outside, we called the number listed on Google. Only then did someone finally come out and lead us in. By that time, we were exhausted and upset. When we confronted the front desk staff about why they ignored us, despite us clearly visible outside the “来宾止步” glass door, making eye contact and knocking for help, but they claimed they “did not see us.” This excuse was clearly untrue, as we observed them looking in our direction. Even more disappointing, none of the front desk staff offered an apology even until we requested to speak to the Operations Director and asked him to review the CCTV footage. After reviewing the footage, the Operations Director confirmed that the front desk had not been alert and apologized on their behalf. However, he did not acknowledge that the front desk’s attitude and lack of sincerity were also serious problems. Being “not alert enough” and showing no sense of apology or empathy are two entirely different issues. As an international hotel, the front desk is the first impression of your service. Regardless of the quality of your facilities, this poor experience completely overshadowed the positive aspects of our stay. It also severely damages the reputation of Kagaya Group — a brand that has long been admired for its exemplary Japanese hospitality and politeness. Although we appreciate the Operations Director’s effort to make amends by offering us a meal and gifts (which we declined), it remains undeniable that this incident reflects a failure in staff training and management oversight. We hope that management will seriously review this incident, especially the issues of: - Inadequate and misleading signage at the entrance - Lack of staff presence and assistance upon guest arrival - Poor front desk awareness and unprofessional behavior We trust that Kagaya Group will uphold its proud tradition of service by addressing these problems promptly and ensuring no other guests experience such treatment in the future. Thank you for your attention.

Posizione perfetta vicino la metro e stazione dei treni, camera pulita, ottimo bar all'interno del hotel e ottima colazione

Ottima posizione, camera pulita e confortevole.

Ottima posizione, servizio eccellente, camera spaziosa. L'unica pecca è l'assenza di ascensore in tutto l'edificio, quindi potrebbe essere un po' difficoltoso per chi trasporta bagagli pesanti.

Myself and my friends stayed at Papa Whale Hotel for the 2nd time, and we had another great experience overall! *What we loved: 1. Room: The room was awesome – clean, comfortable, and exactly what we needed. 2. Room Service: Almost perfect! The staff were quick and attentive. 3. Breakfast: Fantastic! Myself and friends really enjoyed the variety. Would love to see a few more options next time, like fried chicken, French fries and more. 4. Location: Location is convenient and perfectly fine. It’s a bit of a walk from Ximen MRT Station, but nothing major. Small note: On one day the staff forgot to replace our towels, but it was a minor issue and didn’t affect our stay. Overall: A perfectly nice stay. We’ll definitely consider coming back again. Thanks to the team for making our trip comfortable.

Ostello vicino alla stazione Main Taipei!5-10 minuti a piedi!staff parla Inglese..disponibili ad aiutare!

La posizione era buona e le strutture erano pulite e confortevoli.

Hotel ok. La notte era un po’ umido però .

Abbiamo prenotato una notte extra perché il nostro soggiorno è stato molto piacevole. L'unico aspetto negativo è che l'orario del check out è un po' anticipato alle 11:00.

Posizione ottimale, personale disponibile, ma la pulizia delle aree comuni non è buona, per avere le pulizie in stanza tutti i giorni bisogno fare richiesta in reception La struttura avrebbe bisogno di manutenzione. Ma la camera era grande 33 metri per 4 persone