Fleur De Chine Hotel

On October 5, while dining at your hotel’s lobby bar, we overheard a male staff member wearing a supervisor’s uniform repeatedly using extremely vulgar and offensive language, including Chinese profanity. We are of Chinese descent and previously lived in Taiwan for nine years. We have a thorough understanding of Chinese and clearly heard every word that was said. We cannot help but wonder whether the staff member assumed that we were visitors from overseas who could not understand Chinese, and therefore felt comfortable using such inappropriate language without any concern. There were also two staff members wearing houndstooth-patterned uniforms at the scene, one male and one female, who may have witnessed or overheard the incident. The female staff member, who was wearing an earpiece, even asked the male supervisor to calm down. We understand that working in the hospitality industry can be demanding and stressful, and we are willing to be considerate of the challenges staff may face. However, the use of such crude and offensive language in a public area of a five-star hotel is deeply disappointing. Such behavior falls far short of the professionalism, service standards, and reputation that a five-star hotel should uphold. Although some time has passed since the incident, the experience remains deeply disappointing and upsetting for us. We were accompanying our parents on a trip and had hoped to enjoy a pleasant, comfortable, and relaxing dining experience with our family. Unfortunately, this incident left us feeling uncomfortable and disappointed. As this unpleasant experience has remained difficult to put behind us, we believe it is necessary to formally bring this matter to your attention. We believe that every guest deserves to be treated with respect, regardless of their nationality or whether they understand Chinese. Likewise, hotel staff should maintain a basic level of professionalism and courtesy in the workplace. No matter how busy or stressful the working environment may be, this should never be an excuse for using vulgar or offensive language, especially in a five-star hotel that places great importance on service quality and professional standards.

Stunning location for a holiday. Stayed for 2 nights and it’s the perfect location to explore Sun Moon Lake. We received a complimentary bus ticket to explore points of interest around the lake, fresh fruit in our bedroom and a complimentary stocked mini bar. The hotel is furnished to a high quality and fully deserves its 5 star status-genuinely helpful and friendly staff, spotlessly clean and it feels very relaxing. Kevin on the reception desk deserves a special mention as I thought he went above and beyond when answering our questions. There are several areas to just sit and chill out or a wide range of activities to join in with. My son said he thought it was the best hotel around the lake when he was booking it, and he’s definitely right.

Our stay at Fleur de Chine Hotel Sun Moon Lake (雲品溫泉酒店) was nothing short of extraordinary. I can say with confidence that this was the highest level of service I have ever experienced anywhere in the world. Every element of the property was meticulously maintained: the beds were exceptionally comfortable, the pool area was serene and immaculate, and the overall atmosphere provided pure relaxation. The culinary offerings were remarkable across the board—each dining venue seemed to surpass the last in both quality and flavor. Above all, what defines this hotel is the unparalleled dedication of its team. Upon our arrival, we discovered that our luggage had been badly damaged during the bus ride. Before we could even stress about it, the staff immediately took charge. They assured us that if the damage couldn't be resolved, they would purchase a brand-new suitcase for us. Within just three hours, they returned our original suitcase completely and flawlessly repaired. From that moment on, their attentiveness and genuine warmth made us feel fully taken care of. A special and heartfelt thank you goes to Audrey Yang, who looked after us throughout our entire stay. Her professionalism, kindness, and personal touch turned a great vacation into an unforgettable experience. This hotel sets a gold standard for luxury and hospitality. Highly recommended, and we look forward to returning.

Really enjoyed our stay here! The view, architecture, and landscaping are all beautiful, and the hot spring was definitely one of the highlights. There are also plenty of activities and facilities to keep the kids entertained. I really appreciated the thoughtful details throughout the hotel—everything feels well planned and family-friendly. There were also enough staff around, and the service felt well organized. The only downside was that the dinner and breakfast buffets were quite crowded, which made the dining experience a little less enjoyable. Overall, a beautiful and relaxing place to stay, especially for families!