What we liked:
The room was very clean and spacious. There was ample space for us to open 2 large suitcases and 2 cabin-sized suitcases comfortably. The shower had good water pressure, and we really liked the woody scent of the shower gel, shampoo and body wash. The hotel lobby is also aesthetically designed and feels very welcoming.
However, I would not stay at this hotel again because of our experience with the handling of guest packages and luggage.
We had 17 online purchase packages delivered to the hotel. When we went to reception to collect them, several counter staff initially told us to find the packages ourselves in the storage room. There appeared to be no verification process when guests collected their packages, and with so many packages belonging to different customers, we were completely clueless where to start looking.
Fortunately, we approached three different male counter staff members, who were more helpful and searched for the packages for us. However, even after each search, some packages were still missing. We had to return to reception and have the staff search again three separate times before we finally managed to locate all 17 packages.
Had we not approached different staff members and repeatedly insisted on having the packages searched for, I am not sure whether we would have received all of them.
We have stayed in many hotels and homestays in different parts of China, including 3-star hotels, and this is the first time we have experienced such difficulty collecting our deliveries. Other properties have been able to receive and consolidate our packages and hand them over to us without putting the responsibility on guests to search through a storage room themselves.
There was also another incident that was particularly concerning. I purchased a pair of sunglasses from a shop in Shanghai, and the shop delivered them in a green package clearly labelled with my name, room number and delivery details. The first staff member told me that the package was not there. After approaching a second staff member, the sunglasses were eventually found at reception — but they were no longer in the original green packaging and just the glasses in the eyewear box.
This raised a serious concern for me: Why was the original packaging opened or removed? A guest’s delivery should not be opened or have its packaging removed without explanation or authorisation.
Finally, we also sent our luggage to the hotel from another region in China. When we went to collect it, we simply told the storage staff that the luggage was ours, and without asking for any verification or checking our details, he immediately retrieved the package, opened it for us and handed the luggage over. This is another serious security concern. There should surely be some form of verification before luggage is released to a guest, especially when the hotel is holding belongings belonging to multiple guests.
Overall, the hotel itself is clean, comfortable and aesthetically pleasing, and we were happy with the room. However, the way our packages and luggage were handled during our stay left us very uncomfortable.
I hope the management will seriously review the hotel’s procedures for receiving, storing and releasing guest packages and luggage, including proper verification and security measures. These are basic matters involving guests’ belongings, privacy and security.
For us, the otherwise pleasant stay was unfortunately overshadowed by these experiences, and we would not choose to stay here again.
