MM19876****The breakfast at this hotel is absolutely delicious! It's the best, most thoughtful, and most varied restaurant I've encountered in Xinjiang (based on comparisons within the same price range). Unlike other hotels, this one offers a bonus late-night snack, which is incredibly thoughtful and accommodating.
However, I still need to vent my frustration, and I hope the relevant departments can address this. Also, I want to inform ”potential customers” that my following comments are solely directed at individual staff members during the late-night snack service on the 4th floor, and do not constitute a negative review of the hotel as a whole.
To summarize: the hotel's cleanliness, comfortable temperature, the service attitude of the 1st-floor front desk, the smart hotel facilities, and the breakfast were all very satisfying. My following remarks are solely about my dissatisfaction with specific employees, and I do not wish for the hotel to offer me emotional compensation through vouchers or discounts on future stays.
On the evening of December 14th, we went to the restaurant on the 4th floor for the first time, intending to try the late-night snack. We only saw an elderly man who, in a very forceful and slightly arrogant manner, repeatedly and impatiently told us, ”Wonton noodles, beef noodles, and knife-cut noodles are free.” His service attitude was terrible, as if we owed him for enjoying a free benefit. Consequently, we didn't go back for the late-night snack.
On the evening of the 18th, the same elderly man from the 14th was on duty again, and his service attitude was still incredibly poor. Every word he spoke sounded like he was scolding someone. I can't even mimic his stiff-necked, pouting, and glaring tone. ”Are you two sharing one plate of dumplings?” he asked. I said I was still looking. A little later, I said, ”I'd like a bowl of knife-cut noodles and a bowl of wontons.” The old man ignored me. When I saw the knife-cut noodles, it was just noodles, almost overflowing. The portion of noodles was three times what I had on the 17th. I asked him for another bowl, but he ignored me and just placed the bowl on the counter, looking quite strong. I picked out a little of the knife-cut noodles and asked him to add some soup and beef bits for me. He added the soup but refused to add the beef bits. I asked, ”Why did my knife-cut noodles yesterday have beef bits?” He replied, ”Knife-cut noodles don't have beef bits; only beef noodles have beef bits.”
The truth is, neither party's perception was wrong. The first time I had knife-cut noodles at this hotel, they indeed had beef bits, so it wasn't unreasonable for me to ask for them. And the old man's perception that knife-cut noodles should only have water and noodles, without beef bits, is also not wrong.
The fault lies with your team. If you cannot achieve strict standardization, please inform your staff not to be so rigid.
Based on encountering a very good service-minded staff member on the 17th and an extremely poor one on the 18th, I hope your team will reflect on whether employees are receiving unfair treatment due to unequal pay, leading to negative emotions during work. In this regard, I hope your team will strengthen employee care, improve employee benefits, and reassign employees unsuitable for face-to-face customer service to back-office roles to prevent a decline in customer satisfaction.
One more thing: on the evening of the 18th, I ordered 1 portion of knife-cut noodles and 1 portion of wontons based on my appetite on the 17th. Since the knife-cut noodles I received were three times the portion of the 17th, I only managed to eat about 1/3 of it, and couldn't finish the remaining 2/3. I hope you don't mind my food waste. And I'd like to share a picture of the remaining 2/3 of the knife-cut noodles.
#Free late-night snack
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