In our opinion Muhaitingfeng hotel was supposed to be the best point of our long journey. Unfortunately, the Hotel did not meet expectations: Beautiful Location but Serious Service Issues
We traveled around China for the month, and this hotel on Jinsuo Island was our only disappointment during the entire trip. We chose Muhaitingfeng midway through our journey to take a break from cities and enjoy some peace and quiet for 4 nights. Sadly, reality did not match our expectations at all.
Upon arrival, we were welcomed warmly and helped with our luggage to the 4th-floor room. The room initially seemed decent, aside from some stains on the ceiling. However, we soon realized these were not old marks but an active leak—water was dripping in three different spots. At reception, after promises to help, we were finally offered a "solution": two separate rooms with an additional charge of 600 CNY per night! When we refused, the staff member—who had previously assured us we were being treated "like family"—said that since the water wasn't dripping directly onto the beds, we could just sleep there anyway.
Leaving immediately was very desirable but unattainable: ferries had stopped running, other hotels on the island were fully booked, and we were exhausted from travel. But resting that night proved impossible. After midnight, an alarm went off, followed by drunken shouting in the common areas, all compounded by the periodic sound of dripping water. For the first and only time during our month in China, I did not feel safe in my accommodation.
The next morning, we decided to cut our stay short by two nights and head to Lijiang earlier. The manager repeatedly tried to persuade us to cancel the whole our Trip.com booking and pay directly for a discounted rate as compensation, also offering a free transfer to the train station. Upon our firm refusal, he lost interest and forgot about compensation at once. He informed us the transfer would cost 50 CNY. Only after we showed him our Trip.com voucher—which listed a complimentary transfer as part of the hotel's amenities we got 40 CNY for a DiDi ride.
Overall, there is a clear sense of neglect throughout the property. It’s evident that this was once a great hotel with significant investment, but due to poor maintenance, it has fallen into disrepair and no longer matches the photos or descriptions online.
On the positive side: the beds are very comfortable, the linens and towels are crisp and white, and the room itself is spacious and reasonably clean (though the bathroom desperately needs a deep clean). All necessary amenities are provided. The views of the lake from both the room and the rooftop are very beautiful. Breakfast is simple—a traditional Chinese set menu—but delicious and authentic. And I want to mention 2 people, who didn’t just talk but tried to help - beautiful lady who helped us in negotiations with the manager and the guy who brought us to the ferry stop.
In conclusion: instead of empty talk about treating guests "like family and best friends," we would simply like to receive the quality service that paying guests deserve.
And finally, my wish for the "family-like" staff member: please do not consume alcohol during work hours, and do not smoke cigarettes while sitting with guests at their table during breakfast. Professionalism in the hospitality industry is not about false familiarity, but about respect, competence, and delivering the quality service.
Guys, dedicate your time to restoring the building and the grounds. This hotel has all the potential to become a truly wonderful place to rest.
