DDayanjingdemeimiaolvyouzheI booked a room with three meals included, and the overall experience exceeded my expectations! I was in a hurry at lunchtime and missed the dining hall, but the hotel thoughtfully packed a meal box and delivered it directly to my room. I expected typical takeout quality, but the dishes were surprisingly delicious, with excellent color, aroma, and taste, completely changing my perception of hotel packed meals.
The dinner selection was incredibly rich. The fresh and savory tofu and egg soup, along with the chewy noodles, were particularly to my liking. The breakfast the next day was an even bigger surprise; the authentic beef noodles were full of flavor, and there was even a self-service mala tang station where you could cook your own, which is truly rare for a hotel breakfast – a definite highlight!
The hotel's amenities were also a big plus. The sofa was soft and comfortable, and the bed provided an excellent night's sleep. In particular, the shampoo and shower gel in the bathroom were very pleasant to use.
The above are the commendable aspects of the hotel. Below are what I perceive as shortcomings and issues, with the second point being the most prominent. Based on my actual stay, I would like to offer the following formal suggestions to the hotel general manager:
1. **Regarding optimizing dining session timings:**
I previously provided feedback to the front desk about the excessively short lunch and dinner durations. The front desk responded that, due to the hotel offering three meals and for internal workflow coordination, dining times needed to be compressed. Thus, both lunch and dinner are set for one hour (lunch 12:00-13:00, dinner 17:30-18:30). Based on my travel and accommodation experience across more than twenty provinces in China and five continents abroad, there are many four-star and five-star hotels that offer three meals. In such hotels, lunch service typically runs from 11:00-13:30 or 14:00, and dinner service from 18:00-21:00. None of these hotels shorten guests' dining duration simply because three meals are included. The hotel's current dining schedule makes it very difficult for guests who use the hotel as their first stop for a trip and need to visit attractions to return for meals on time after sightseeing, greatly impacting their experience. I suggest the hotel refer to industry standard service practices and consider guests' actual travel needs, either by appropriately extending lunch and dinner service times or by flexibly adjusting them to better meet the diverse needs of different guest segments.
2. **Regarding standardizing meal clearing procedures:**
During the self-service dinner, the hotel had issues with non-standardized meal clearing procedures. Firstly, before clearing, there was no advance notification to guests present, nor was there an inquiry about whether they needed a final round of food, which is expected of a four-star hotel. Secondly, with only one minute left until the scheduled clearing time, staff hastily began clearing tables and removing dishes, leading to a somewhat chaotic scene. Thirdly, some service staff were observed directly taking food from the buffet with their bare hands and scrambling for leftover dishes in the serving area. This behavior severely violates the service etiquette standards of a four-star hotel and significantly harms the hotel's brand image. I recommend that the hotel strengthen professional etiquette training for its service staff, clarify the meal clearing procedures and standards, require staff to notify guests in advance before clearing, and only begin clearing systematically after guests have finished their meals. Simultaneously, it is crucial to regulate employee conduct during duty to prevent such incidents from recurring.
3. **Regarding enhancing breakfast food quality control:**
The bread and pastry section at breakfast had noticeable issues with taste and texture. The toast was dense and dry, hard as a rock, and other pastries also tended to be dry. This is likely due to ambient temperature and storage methods. I suggest the hotel optimize food storage conditions, adjust food supply quantities in real-time according to guest flow, promptly replenish with fresh items, and regularly check the taste and quality of food to ensure guests receive a high-quality dining experience.
4. **Regarding amending review reminders:**
While the hotel's attitude of valuing guest feedback and actively seeking service improvements is commendable, the act of calling guests after they have checked out to urge reviews is absurd and impetuous. I checked out at 11 AM, and that same afternoon, while I was still on my way home and hadn't even rested, I received a call from hotel staff at 5 PM, pressuring me to write a positive review. This practice easily causes guests to feel rushed and bothered. I suggest the hotel cease this unreasonable behavior. Writing a review is not an obligation for guests. If the purpose is service improvement, most guests would accept a formal call, not one solely aimed at soliciting positive reviews. The above are my formal suggestions.
To Hotel General Manager Yao Aihua
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