This has to be the most indescribable hotel experience, arguably the worst five-star hotel ever. Who on earth rated this place five stars?
Initially, I booked a family room for 950 RMB. The front desk claimed they'd upgraded me, but upon entering the room, there was no upgrade. In fact, the floor was lower than what Ctrip indicated. I decided to let it slide, as it was already 9 PM. Later, I discovered that one of the two bathrooms couldn't be used for showering. I called the hotel to explain, mentioning the supposed upgrade from the front desk. Their response was that it was a 'mistake'? Is 'upgrade' just a catchphrase they use? If you can't upgrade, don't say you will. After speaking with the manager, we were eventually moved to two standard rooms, which were also upgraded. At this point, I was relatively satisfied, and the manager handled it well.
But that wasn't the end of it. Later, I ordered takeout, and the delivery person said they'd leave it at the front desk. Since the hotel didn't have delivery robots, I called the front desk to ask if someone could bring it up, as I was exhausted from a day of sightseeing. A male front desk staff member, with an extremely rude attitude, flat-out refused. When I said I needed to speak with a manager, he immediately said the manager wasn't available?? Annoyed, I went downstairs directly and explained the situation to the manager. I repeatedly emphasized that I didn't want to trouble any staff member or receive an apology; I wanted compensation. The manager offered to personally deliver my takeout, but do I really need a manager to do that? It's not that I couldn't go down to get it myself, but I couldn't accept such an attitude! When I suggested complimentary breakfast to make up for it, the manager claimed it wasn't possible? Is giving away breakfast that difficult? Later, the manager called back, saying they could offer it to me personally but not to my two companions. I thought the manager was also having a tough time, so I settled for a late check-out instead.
Then, the next morning, I tried to take a bath, but there was no hot water in the tub. We had to call maintenance. It was truly an indescribable experience; I've never stayed in a hotel with such poor service. They didn't even have a bellhop!
At other hotels without robots, the front desk would offer to have a staff member deliver it, instead of rudely refusing right away. I can go down myself, but I cannot accept that attitude! It was terrible to the extreme. Even the cleanliness was subpar. Not a single thing was satisfactory. This is my second review, and I never expected an international chain to be this bad. Why didn't I just stay at an All Seasons or Atour?
Original TextTranslation provided by AI
