To anyone visiting Lijiang, avoid this hotel like the plague! It was a nightmare, a complete waste of money and the worst experience I've ever had at a hotel. I've never encountered anything like it!!!
We arrived a little after 3 PM, and check-in was supposed to be after 2 PM, so naturally, we expected to check in without issues, right? Wrong! It was unbelievably frustrating! When I booked the rooms, I called the hotel and also noted in the reservation that we didn't want any rooms at the end of the hallway for our three rooms. But when we got there, they told me one of our mountain-view rooms wouldn't be ready until 6 PM because the previous guest had extended their stay. Apparently, because they were an Atour member, we had to wait!!! I mentioned we booked through Trip.com, and the staff said only Atour members could extend until 6 PM. So, just because someone is an Atour member, we have to waste hours waiting until 6 PM?!!!! Seriously, I've never heard such an excuse. We had to wait until 6 PM because the previous guest extended their stay? And it got even worse! They then told us that of the other two rooms we booked, only one was ready, and the other was an end-of-hallway room. If we didn't want it, we'd have to wait possibly another hour for it to be cleaned. Since we arrived in Lijiang after 3 PM, it was incredibly hot and sunny, and we had a lot of luggage. We were furious but desperately needed to rest. The skinny, expressionless front desk staff member simply said, 'We can only check you into one room for now, and we'll call you when the others are ready.' Are they kidding? Treating us like beggars? Because we were so exhausted, we went to that room first, and it was even more frustrating once we opened the door. The room, which cost over 700 yuan, was old, tiny, and smelled terrible. The more we thought about it, the angrier we got, so we immediately filed a complaint with Trip.com.
Thankfully, Trip.com's customer service representative, Xiao Wei, quickly responded and helped us. About half an hour later, they asked us to go to the front desk to discuss. During the conversation, a supposed manager appeared and offered to change our rooms. I asked, 'Isn't this unfair to consumers? How can you tell guests upon arrival that they have to wait for a member to check out before they can get their room? Isn't our time valuable too? Couldn't you have called us beforehand to let us know about your difficulties?' The manager's response was, 'I'm not clear on the situation, I'm just here to give you rooms!' I was speechless. They clearly couldn't face the problem. It just showed that everything, from management to service, was absolutely terrible, a complete mess! In the end, our group didn't get fully checked in until after 5 PM, and two of the rooms were still those end-of-hallway ones. We were so inconvenienced that day we didn't even eat dinner, and everyone's mood was completely ruined. The hotel didn't even offer a single apology!!!! It was beyond frustrating. Because of this Atour hotel in Lijiang, I will avoid Atour hotels forever!!! I hope my experience can serve as a warning to others and prevent their trips from being ruined.
Why isn't there an option to give 0 stars?
Original TextTranslation provided by AI
