Regarding the service, specifically check-in: I booked through Ctrip for a two-night stay, checking in on May 1st and checking out on the 3rd. I arrived at the hotel at 9 AM. Worried about the heat and the AC's cooling performance, I asked the front desk to show me an empty room to check the situation. If it wasn't satisfactory, I could cancel for free before 12 PM on the check-in day. I appreciate the front desk's cooperation in having the concierge show me a room, and I found it acceptable. I even requested a fan as a precaution, just in case. So far, so good. However, the subsequent actions of the front desk were quite shocking. The front desk had a staff member deliver the fan to the room I had just viewed. I asked if that was the room reserved for me, and they confirmed. I then said I'd like to check in so we could drop off our luggage and head out to see the sights. At this point, the middle-aged male front desk staff member said, "Isn't it a bit early?" (almost verbatim, check the CCTV). He said I couldn't check in until the afternoon and asked me to leave my luggage with the concierge. I later checked standard international and domestic practices, and there's no mandatory rule against early check-in. If there were no available rooms because previous guests hadn't checked out yet, waiting until the afternoon would be understandable. But why, when there was clearly an available, reserved room that was empty, did they insist guests wait until the afternoon to check in? If I hadn't been in a hurry to go to the Great Wall, I would have really argued with them. No wonder they were delisted by Crowne Plaza. Please extend the same friendly service you offer to foreign guests to your Chinese guests.
Secondly, the hygiene was poor. Just look at the shaving mirror – it had a layer of dust for two days straight. Slippers and room service trays from guests were strewn haphazardly in the hallway.
Original TextTranslation provided by Google