Grand Hyatt Guangzhou Reviews

I stayed at this hotel with my partners from 2009 to 2019, but when the pandemic hit, we stopped coming to China for three years. This time, I decided to come with my family, and here's what we experienced: Terrible service: they provided the cheapest baby crib and the cheapest bedding. There's not even a children's play area, and the breakfasts have become just awful compared to what they used to be. I gave them children's pasta to cook, and they just poured boiling water over it and served it. It was horrible. We left a valuable children's plate at breakfast and when we came back the next day, it was gone, and they said they didn't have it, which means they either threw it away or stole it. The waiters barely understand English, and only after someone senior came over were we able to explain what we needed. We were constantly stressed and decided to change hotels to one with excellent service, and I am writing this review from such a place, where the service, crib, and food are top-notch. But the most terrible moment came at the end when we were checking out. I simply asked for help as a tourist with calling a taxi through an app, as I had a lot of luggage and wanted to order a minivan, but I didn't have any money on my WeChat. I offered to give them 100 yuan in cash if they could help call a taxi. The chief manager approached and rudely and arrogantly stated that such a service does not fall within our hotel's policy, refusing us even though we were standing there with a child in our arms asking for help. I was appalled by his behavior and stated that this was a terrible hotel that had gone downhill, and I asked for a complaint book to write all this down, although initially, I just wanted to leave and forget everything. But in response to my request for a complaint book, he handed me a piece of paper 5 by 5 cm in size and said, "Here, write on this." When I asked what this was, he replied, "Write your complaint here," and when I asked him to provide a real complaint book, he answered that the hotel does not have one. When I asked to call the manager, he said he was the manager. I was shocked at how arrogantly and rudely he treated the customers. I have stayed at Hyatt hotels all over the world - in China, Indonesia, Europe, Japan, Russia, but I have never encountered such service anywhere.