What was done well:
1. Front desk staff, Yuki and Uni, provided a warm welcome. They accommodated our request for a non-smoking, high-floor room and clearly informed us about potential renovation noise during the day. They also meticulously explained the service hours and locations of various facilities on the hotel map, which was very thoughtful.
2. The breakfast buffet was in the newly renovated Italian restaurant. The breakfast service was well-organized, and the food selection was quite rich. After noticing we were particular about table cleanliness, they proactively paid attention and promptly cleared empty plates. Special thanks to Yoyo for her service.
3. Our trip was mainly to celebrate a family birthday. After inquiring by email if the hotel could arrange birthday decorations, thanks to Gwyn Zhang and Ping Huang for their arrangements, they provided a complimentary birthday cake.
Issues:
1. Upon first use, the room cards malfunctioned when swiping in the elevator. All three cards for three different rooms in the same elevator were unusable. There was no front desk staff on duty in the North Wing guest room lobby. After informing the security guard, he said he needed to contact the front desk by phone. The phone connection had very low volume, and after verifying the guest's name and birthday, they also asked for my travel document number. They said it would take 20 minutes to send someone with new cards. Since I was with elderly family members, I couldn't accept this waiting time, so I proactively suggested going to the South Wing lobby to handle it.
2. While waiting at the South Wing lobby for the front desk to sort out the room cards, the front desk initially stated the cards were fine. Manager Cynthia then arranged to make backup cards and personally accompanied us to confirm their functionality, and we successfully entered the room. The entire process took 30 minutes, and my parents had to stand in the North Wing lobby for almost 30 minutes (there were no seats).
3. Due to the above incident, Manager Cynthia proactively offered a complimentary fruit platter in the room and late check-out + a ride to the ferry terminal the next day to compensate for our experience. After exchanging WeChat contacts with the manager, we agreed on a departure time for the next day. However, that evening, when my family ate the fruit, they discovered that more than half of it was rotten... The next day, close to our departure time, a WeChat message did not receive a timely response. After waiting for over ten minutes, my family worried about delaying our subsequent itinerary, so we took a taxi to our next destination ourselves. We later learned through a phone call that there was an important client visit, which caused the delay.
Conclusion:
1. The rooms are indeed quite old, and the current renovations are noisy. Those looking for a relaxing vacation, wanting to sleep in, or traveling with family and children should carefully consider this hotel.
2. The hotel's response to special incidents was relatively quick, but the follow-through was poor, and promises were not kept.
3. I personally feel that this hotel primarily caters to **business clients, so related services and better rooms are preferentially offered to invitation-only guests. There's a significant gap in service experience compared to resort hotels and typical high-end/luxury hotels.
Original TextTranslation provided by AI
