Staying at this hotel gave me two distinct impressions. Firstly, it feels like they're resting on their laurels, capitalizing on a prime location and the demand from Shenzhen/Hong Kong parents looking for convenient summer getaways with their kids, without having to travel too far. Secondly, it's one of the rare occasions where I've truly felt a lack of management action.
Let's start with the complaints:
1. Even after 2 PM, there was still a queue of over half an hour for check-in. This is probably the longest waiting time I've ever experienced at any hotel. The initial impression was already poor, and most guests in line were clearly impatient. For a hotel costing upwards of 2000 during the summer, making guests wait like this is unacceptable.
2. For the dinner buffet, we again waited over half an hour in line. This is a hotel buffet on a Friday or Saturday, costing over 400 per person, yet guests are left waiting so long without much optimization. The staff simply pacified everyone. I commend the staff responsible for registration and seating – it's not their fault, but rather the result of poor planning for peak hours and an unreasonable setup. We didn't get to eat until past 7 PM and finished after 8:30 PM. Then, there was the young man carving the beef. When I asked him to cut thicker and larger portions, he actually chuckled dismissively, doing it two or three times – "hehe." Well, we just wanted to get enough in one go so we wouldn't have to make multiple trips. Were you instructed by management not to cut larger or faster? The most bizarre part was being given two "special seafood" cards, only to find out they were for two small garlic abalones. I was genuinely amused and annoyed at the same time.
3. The most intolerable incident happened when we went to the pool that afternoon. There was a water slide with a queue. After finally getting to the front, because my child was too small, I wanted to go down the pink slide with him, but was told I couldn't ❌. Okay, I thought, I'll let my child be brave and go by himself. Before I could even finish my instructions, the staff member at the top pushed my child down the pink slide. I saw my child flip 180 degrees and slide down on his stomach. I didn't even have time to get angry and rushed down to catch him. My child was crying terribly when his mother picked him up at the end. It was absolutely unbelievable.
4. For breakfast the next day, we chose the second-floor restaurant, which had great views and ambiance. However, the chef making omelets admitted he didn't know how to make them. He reluctantly tried, and the first one even got burnt. A Hong Kong guest who arrived later even joked, asking if she should make it instead. It was clear that many staff members were either new or temporary hires. Some even took pictures of themselves, mentioning it was their first day at work. For an A+ level family-friendly hotel that's supposedly resting on its reputation, this level of management oversight and lack of training for staff is unacceptable.
5. Other minor points I won't go into. It's an old hotel, so the hardware is showing its age. Mainly, the soundproofing from the upstairs rooms at night is not great – constant thumping, which is quite frustrating. Also, regarding the turnstile leading to the beach, can you please set up one for entry and one for exit? Especially during peak hours, it's crowded with people coming and going, mixed with unauthorized individuals. Has this been tolerated for so many years? Adding another turnstile would still only require one staff member to manage but would significantly improve flow. Don't the managers see this?
Good points:
1. The reception called twice, once on the night of check-in and again at check-out, with excellent manners, asking guests for a rating of 4.5 or higher and a survey score of 8 or above. The staff are very proactive in upholding the company's image, but in some situations, I felt I had to voice my complaints.
2. The food selection for both breakfast and dinner was quite extensive, but I didn't find any particularly outstanding dishes.
3. It's clear that the service staff are generally friendly and have good attitudes. However, for a hotel to make me feel that it's due to management's negligence, this is a first for me.
Finally, having stayed at so many hotels both domestically and internationally, and as a Ctrip Diamond member and an InterContinental Club member, I firmly believe this hotel is absolutely resting on its laurels, exploiting its prime location and the convenience it offers Shenzhen/Hong Kong parents with children, as well as its reputation as an A+ family-friendly destination. If this continues, they will eventually run out of goodwill to rely on.
Original TextTranslation provided by AI
