Four Points By Sheraton Langfang Gu'an

I booked the Four Points a day in advance to go to Kitano the next day. Before booking, I read some reviews and was mentally prepared for the hotel's age. However, thinking it was a Marriott brand hotel, I didn't have too many expectations or concerns. But the reality still exceeded my expectations. First, the parking spaces were far too few to support the needs of hotel guests. Second, the children's playground facilities were poorly maintained; apart from two peacocks, I didn't see any other animals. The rivets fixing the iron frame supporting the swing to the ground were loose, looking very dangerous. These issues alone wouldn't make me give the hotel a low score. What was most unacceptable was the service (or rather, a specific staff member in certain positions, and the training system and management system behind it). Upon entering the room, I couldn't find any toiletries. I called the guest services center and was told that the toiletries were in the room's safe (this was my first experience with toiletries being in a safe, including other Marriott hotels). If this is standard procedure, guests should be informed during check-in to avoid them rummaging through everything and making phone calls, which is not only a waste of time but also ruins their mood. My most unsatisfactory experience happened at night: I promised my child we would watch cartoons on TV in the room, but when I got to the room, I found the TV wouldn't turn on. So, a little after 8 PM, I called guest services. The gentleman who answered said he would send an engineer to check the TV. After that, I waited while packing for the next day. Over 40 minutes passed, and still no engineer. I called guest services again, but no one answered. I tried repeatedly, and still no answer. Then I used my phone to find the hotel's main line (the room phone could only call guest services, and there was no information about the main line or front desk number in the room). I called the main line 3 times consecutively, and no one answered (at 8:59 PM). This is something I've never encountered in other Marriott brand hotels. Then I went to the phone near the elevator on my floor and called guest services. The gentleman who answered asked: "What was the problem with the room again?" I said: "The TV is broken." The guest services gentleman replied: "I'll urge the engineer to go quickly." I asked: "It's almost an hour, why has it taken so long to respond?" The guest services gentleman remained silent, without a single apology. Soon, the engineer arrived at the room. I asked: "Why did it take so long?" The engineer said: "I just got the notification." He quickly checked the TV and said it might be broken and needed repair, but couldn't guarantee how long it would take. I said: "Then let's change rooms." The engineer said he needed to check room availability with the front desk and told me to call guest services and then transfer to the front desk. I mentioned that no one had been answering guest services earlier. The engineer said: "Could the phone be broken?" In front of the engineer, I called guest services again, and heard the 'no answer' tone. I asked: "Is the phone broken?" The engineer said: "The phone isn't broken, I'll go to the front desk to report it." After a while, a lady from the front desk called. I requested a room change, and the lady said the hotel was fully booked and there were no rooms available. I said: "The TV is one of the services provided by the room. Please find the duty manager to see how to resolve this." After a while, there was no callback. I tried calling guest services again, and finally, the gentleman answered and, at my request, transferred me to the front desk. The front desk lady said: "I've prepared another room for you, I'll send the key card up right away." After getting the key card, I quickly moved to the new room. Out of habit, I closed the door and pressed the 'Do Not Disturb' button, only to find it wasn't working. Thinking it was late, I decided to just stay there, let my child watch some TV (finally fulfilling my promise to them), and put them to bed. Around 10:30 PM, the doorbell rang (just my luck). I opened the door, and the room attendant asked: "I just want to confirm, you moved from room XXX, right?" I said: "What's wrong? Is something the matter?" The attendant said: "I'm just confirming." I said: "Do you have anything else? If not, I'm closing the door. Also, the 'Do Not Disturb' button in this room is broken, so please don't ring the doorbell again tonight if you don't have anything else to do." At this point, I completely regretted booking this Four Points hotel. This rating is probably the lowest I've given since using Ctrip. I want to ask: Marriott, is this Four Points hotel in Gu'an really one of yours? Is this Marriott's standard of service? Attached are two photos: 1. Several obvious cracks in the bathroom sink. 2. The gap between the room door and the floor. The soundproofing quality of such a room can be imagined.

The hotel service was excellent and very heartwarming. My child had a fantastic time. William at the front desk provided wonderful and attentive service!

I've stayed here twice already. The hotel is conveniently located close to the highway exit, it's quiet, and the rooms are spacious. The lady at the front desk was excellent, very service-oriented. It would be even better if the breakfast offered more variety. I hope the hotel continues to improve!

Absolutely dreadful! I've stayed here a few times before and the service was always warm, but this stay was a complete disaster! 1️⃣ The room hygiene was appalling. There was some unidentifiable grime in the bathtub. 2️⃣ Breakfast: I went at 9:20 AM during peak time, and almost all the food was gone, including the milk. The coffee machine was broken, and there were no staff to clear tables. The man in the suit just stood there, claiming he couldn't leave his post to help (who exactly were you waiting for if no one else was coming?). 3️⃣ The most outrageous part! The toilet paper holder had sharp, pointed edges, and my child, being so small and short, brushed against it and cut their shoulder. I immediately called customer service for a band-aid, and they said they didn't have any! When I questioned how a hotel could possibly not have emergency supplies, they just hung up on me!! I rushed to the front desk, where there was only one older man who said he couldn't reach the duty manager. We argued at the front desk for 40 minutes!! Not a single responsible person came to help. The whole hotel felt like it was about to go out of business, almost no one alive! And throughout all this, no one bothered to ask about my child's condition or offer any medical assistance. 4️⃣ Even more unbelievable! I called the Marriott Group's complaint line right in front of the front desk staff. The customer service representative said it was a serious issue but then was completely perfunctory. It's been over 24 hours, and no one has followed up on the complaint.

The staff were incredibly helpful and proactive, anticipating my needs down to the placement of the water glasses. Their response time was quick, and any issues were resolved promptly. The attention to detail truly made my stay comfortable and pleasant.

Whenever I visit Gu'an, I always choose this hotel. The rooms are spacious, and the surrounding area is fantastic with plenty of dining and shopping options. Central Park is just across the street, perfect for a leisurely stroll after dinner – it's incredibly relaxing. The only downside this time of year is the abundance of poplar catkins, which can be quite annoying.

The service staff were okay, but my deluxe king room had a connecting door to the next room. You could clearly hear the people next door talking loudly in the morning and evening. Also, couldn't they put a small shelf in the bathroom? There was nowhere to put my toiletries. And to top it off, they charge 2 RMB for that awful water.

Amy checked us in, and the service was good. We had stayed here when my child was younger and had a good impression back then, but the facilities have definitely aged over the years. The rooftop pool had a very strong chlorine smell; I just glanced at it and didn't go in. Breakfast was decent, but dinner wasn't great. If you can, go eat elsewhere. There are quite a few dining options across the street. As for the pet park, there were only two peacocks.

This is our third year celebrating Chinese New Year at the Sheraton Guan. Overall, it's pretty good; the room and dining services are excellent. Just a heads-up for anyone visiting in winter: avoid rooms facing south. They get incredibly hot. The hotel's central AC only blows hot air, and with the direct sunlight, the room becomes unbearable for sleeping. To make matters worse, the windows only open a tiny crack – it was truly a struggle!