As a frequent guest at luxury hotels in this price range, I booked this property through Ctrip for a special New Year’s Eve stay at approximately 16,000 per night, expecting a seamless and memorable experience.
For one night, I had reserved an extra room for family who could not join last-minute. My pre-arrival requests to change the guest name were repeatedly declined. At check-in, a staff member named Chen, who spoke Chinese and appeared very enthusiastic, assisted us. However, the lengthy explanations and repeated back-and-forth—combined with internal coordination issues (claims that Ctrip’s email was not received and that the reservations department would not take calls)—felt more time-consuming than genuinely helpful. Despite our obvious fatigue after a long flight with a young child, we waited over an hour as the discussion went in circles.
Eventually, the manager asked for passport copies of the absent guests “for records,” only for the name change to be approved later anyway.
The Ctrip listing mentioned a garden view, but staff explained that my “cheapest” rate only included city view—a phrasing that felt dismissive. To resolve this, we were offered an accessible room, described as having a larger bathroom and better view. We accepted, but the room was small for the price, the view was no better (photos attached), the balcony had cigarette butts, and the bathroom was not noticeably larger (also shown in photos).
Compared to other properties in this category (Four Seasons, Ritz-Carlton, Peninsula, etc.), the service efficiency, attention to detail, and overall value fell short—especially on New Year’s Eve.
Despite these issues, we focused on enjoying our family holiday and had a wonderful time overall. Photos of the room, view, balcony, and bathroom are attached for reference.
