ILLUME TAIPEI, WorldHotels Distinctive

I am writing to formally address a serious fire incident that occurred in my room at approximately 3:44 AM on April 28, 2026. While my friend and I were sleeping, I was awakened by a popping sound behind the television and discovered a significant fire. I attempted to contact Reception four times before anyone answered. During this delay, the flames reached near the ceiling. I eventually located a fire extinguisher in the hallway and extinguished the fire myself before staff arrived. Following the incident, we were moved to a new room, but I had to request a second relocation to a different floor due to the lingering smell of smoke. Furthermore, despite the severity of the situation, no one contacted us the following morning until I personally approached the Duty Manager, Max. I met with Max and the Hotel Manager, Ms. Pure Hsu, at 5:00 PM. I found the communication during this meeting unsatisfactory, as the explanations provided regarding the failure of the hotel's safety systems were not acceptable. Specifically, I am deeply concerned that neither the fire alarm nor the sprinkler system activated. The explanation that there was insufficient smoke or heat to trigger these systems is concerning given that the flames were nearly touching the ceiling. I am requesting a formal explanation regarding the failure of these safety protocols. The hotel reponsibilty for this incident is poor and when I decided to check- out because I cannot trust the hotel anymore, the hotel ignored my request at the beginning because Max told me that the hotel did not do everything wrong. If you are planning to stay at this hotel, ensure that you are ready for all the emergency situations that could happen.

ILLUME Hotel Taipei offers spacious rooms and an excellent location right in front of Taipei Arena, with neighboring malls that provide plenty of dining options. That said, reception service can be improved. Ms. Sophia Liu genuinely goes out of her way to help, but her senior staff is opposite, unwelcoming and quick to say “no,” which takes away from an otherwise pleasant stay. One more thing to note: the hotel's open-concept lobby design includes a buffet area at the lobby level, and it can get noticeably noisy when it's full—something to keep in mind if you're sensitive to sound or prefer a quieter entrance/arrival atmosphere. Would I come back? Yes. The hotel is well-maintained, and the rooms are clean, and the convenient location is hard to match. My family and I enjoyed our stay as we welcomed 2026.

Lovely spacious room - all very comfy and clean. Well located for metro and busses. Really helpful staff. Lively clean and cool pool. Arrived early and was able to check in early for no additional cost - much appreciate after a 12 hour flight.

Like this grand hotel, very well equipped and big room with a bathtub. Have a swimming pool but weather bit too cold to go out but then the lifts and open air corridors are also luxury. Although late checkouts cannot be offered as courtesy, still very nice service, special thanks to Vera for the early checkin. The standard checkin time is 16:00, bit late tbh

Self service check-in was very smooth and efficient. Air conditioner is a bit ages with no heating function however the room service was very efficient and provide removable heater and offer a thick comforter, this is truly top notch hospitality experience as understand that it is not common for air conditioner with heating function in Taipei central aircon. Room service personnel is extremely friendly and professional

A nice hotel. Floors are not claustrophobic, rooms are spacious and the staff are very accommodating. The area around the hotel is very walkable. Key locations such as Taipei Arena, Breeze and MTR stations can be accessed by foot from this hotel.

Huge sized room with 2 king sized beds and sort of like a mini dining table. Less than 10 mins walk to Tokyo Arena MRT & Nanjing Fuxing MRT. Shopping mall is right beside the hotel, although no direct link. Corridors are super wide, but they should put up a sign for which rooms are located on right & left after exiting the lift lobby. We almost got lost in the corridors. Breakfast at the hotel could have been better, given the price. All in all, still a rather satisfied stay

Stayed 4 nights in December 2023. Front desk very helpful. Forgotten the lady name,she allowed us check out late as my younger boy was not feeling well. We had 2 rooms, 1 room was allowed to checkout slightly later on 29/12/23. Room service was efficient and helpful. Keep up the good work. Concierge too were very helpful, resources and even thou they we busy, they were patient and went extra mile to direct us to where we want to go. Lastly,the manager at Sunny restaurant was very professional and helpful. I could only remember her name Nelly because she told us my boy could dine free as it was his birthday month. We noticed all the staff in the restaurant were very hardworking, they work at a team. First time to Taiwan city hotel and impressed by this group of staff in the hotel. Pls keep up the service standard. Sometimes location of hotel is not that ideal but service staff plays an important role. We'll done.