Anonymous User
November 12, 2023
Attracted by the beautiful photos of travel bloggers on Xiaohongshu, the price is high, but the stay experience is far from what I expected. Overall, I am very, very disappointed. It can be said to be the most unworthy and worst-experienced night in the entire Hainan Island Tour. It also reflects the common problem faced by hoteliers who want to go high-end B&Bs nowadays. They spend all their efforts on creating internet celebrity spots while ignoring the most important and most important part of the hotel, the accommodation, which is putting the cart before the horse.
Let’s talk about the advantages first:
1. On the day of check-in, a small sightseeing car took us around the mountains. The scenery in the mountains was really good and very impressive.
2. The service attitude of the guys at the front desk is still enthusiastic, but the attitude is not directly proportional to the actual service level.
Here’s a breakdown of the shortcomings:
1. There is no phone in the room, and two customer service members have added WeChat. It is very inconvenient to contact them. They do not reply to messages for a long time, and communication is not timely.
2. There is no hair dryer in the room. The hair dryer sent after a long contact was broken. I contacted again and waited for a long time. When it was delivered, my hair was almost dry naturally. I had to blow it in the air-conditioned room for a full hour, and my family caught a cold.
3. The bath water is hot and cold, suddenly very hot, and suddenly very cold. The temperature difference is very large, and the water temperature is very dangerous when taking a bath. We reported this problem to the room attendant, but they just said that a guest had mentioned it before, but it had not been fixed.
4. The most unbearable thing is the very strong musty smell of Lin Villa. I reported it to the room attendant as soon as I entered the room when I checked in. The reply said it was normal. The dehumidifier in the room was full of water and the housekeeping service did not empty it. It’s understandable that the mountains are humid, but generally better hotels will turn on the air conditioner and dehumidifier before guests check in to prepare for check-in. Maybe due to neglect of management of the room, even the mattress smelled musty. The family couldn't sleep well as they smelled bad smell all night.
5. The configuration of toiletries is seriously inconsistent with the room price. Disposable slippers are not provided, the toothbrush has lint, and the cotton swabs have been disassembled.
6. The WiFi password written on the small card in the room was wrong. When I asked customer service on WeChat, it took a long time to reply.
7. There was nothing included in the package. When I left, I specifically asked what kind of rice it was. The boy looked blank and said he didn’t know, he had never heard of it. Then there is no more.
8. There has been no reply for a few days since the invoice was issued, and I don’t know if it can be issued.
9. We are three adults staying. When booking, there is no option for three people to stay in Ctrip's booking options, and there is no description on the booking page about adding money for a third person. When we checked in, there were three of us adults at the front desk. I asked the girl at the front desk and she said that I only needed to register the ID cards of two adults, and there was no charge for the third one. So I casually asked if I could get another breakfast, and I didn’t force it. If not, we would have to pay for it ourselves. As a result, when we were having dinner at 7 o'clock in the evening, the front desk suddenly informed us that "the boss said that we need to add money, 300 yuan per person." I contacted Ctrip to help communicate. Ctrip customer service found it funny, saying that the front desk customer service claimed that "the shareholder meeting decided, and it cannot be changed." ". Since there was indeed no explicit charge on their booking homepage, and Ctrip also believed that the charge was unreasonable, the money was ultimately provided by Ctrip. After adding the 300 yuan, the actual toiletries for the third person were not provided, and no extra bed was allowed (extra bed requires an additional 200 yuan). I personally had no additional expenses or losses, but I was concerned about the hotel's dishonest and undisclosed charges. Very unsatisfactory standard.
10. Early the next morning, I met a hotel manager and all the above opinions were put forward at that time. There was no other feedback and no apology from management, other than to say they were aware of it.
If the hotel service staff and owners continue to operate the hotel with this attitude. I believe that just relying on a few Internet celebrities who can produce movies will not last long.
Original TextTranslation provided by Google