EEddie1724The hotel's location is good, and the facilities are decent, but the service is truly terrible, riddled with various mistakes. For a hotel of this caliber, both domestically and internationally, the service is quite poor:
1. I initially booked 7 rooms for 2 nights: 5 twin rooms and 2 king rooms. Due to an unforeseen circumstance, I needed to cancel one night for one of the rooms. I was told that to cancel one night, I would have to cancel all 7 rooms and rebook. Since it was close to New Year's Day, room prices were increasing daily. Rebooking just to cancel one night would have cost me over 600 RMB more, so I decided against it. Later, due to personal reasons, I canceled one king room, and I'm not even going to bother calculating the loss, but the logic behind the initial policy completely eludes me.
2. As it was a family gathering, I contacted the hotel in advance to book a private dining room for dinner at their Chinese restaurant and to update the guest information, leaving my phone number. The customer service representative was very enthusiastic, assuring me everything was registered and that the Chinese restaurant would contact me shortly. I waited all day but received no call from the restaurant. The next day, I proactively called the Chinese restaurant to book a private room myself.
3. The day before check-in, the hotel called me to confirm my check-in details. I mentioned that I had already provided this information a few days prior, but the hotel claimed they had no record. I re-confirmed all the information and the updated guest details. The hotel then said they would send the park entry code by 7 PM. However, I didn't receive it until 8 PM, after I had to call the hotel myself.
4. Since our group was arriving in shifts, the first companions to arrive went to check in, only to find that the hotel didn't have her name on file. I had already communicated and confirmed the updated guest information with the hotel twice before this, yet it was still incorrect at check-in.
5. Our main group arrived in the evening, and we each proceeded to check in. Bizarrely, we were given a room that was already occupied! For a hotel of this standard, such a mistake is unimaginable. The duty manager even told me they would investigate the cause. Was I asking for an investigation? I needed a new room immediately! They left us stranded in the lobby for over ten minutes. Reflecting on it later, what if the front desk had re-issued my room key while I was sleeping at night...
6. Peanut shells from lunch at the Chinese restaurant were left on the coffee table. When we went for dinner that evening, they were still there, still there, still there.
7. I brought my own tea to the Chinese restaurant. After dinner, no one reminded me to take my unfinished tea with me.
8. There were no welcome fruits or snacks upon check-in.
These are my complaints. If it were a budget hotel or another ordinary hotel, I wouldn't have such high standards. This is truly a hotel management issue. Oh, and today, customer service called me to ask about my stay experience. I voiced all the above complaints, but this hotel probably won't remember after one or two mentions.
I didn't take many photos because the check-in experience was so poor. My holiday mood was completely ruined by the hotel's service.
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