My advice is to run! The family suite is absolutely terrible. From the service to the facilities, it's bizarre. If you have any other options, don't stay here!!
First, there were problems with the check-in process. Check-out time was 3 PM, but check-in time was 12 PM? We arrived at our room to find it a complete mess. They didn't even know the room hadn't been cleaned properly?! We wanted to rest for a bit, but we ended up just having to drop off our luggage and leave. Second, the front desk was completely clueless. The Ctrip listing said the family suite was on the 20th floor, so guests expected it to be on the 20th. Giving us a room on the 19th floor just makes it seem like they moved us there because they were out of rooms. When we called the front desk, they just retorted: "Impossible! When did we ever write that information?" LOL, you don't even know how you advertise it on Ctrip? If you don't know how to work in the service industry, here's my advice: when guests are angry, the best thing you should do is apologize, not argue back.
Third, the room layout is extremely unreasonable. We went there specifically because there was a door separating the spaces, but both sides share the same lighting system? The bedside lamp on the left side of the room was on, illuminating the entire room from the outside – how could anyone sleep like that? The shower water wasn't hot enough and couldn't be adjusted. There wasn't even a bedside table a good distance between the windows in the outer room – unbelievable! The housekeeping was also bizarre; they clearly saw the three of us checking in, yet they only provided two sets of pajamas and a roll of toilet paper (and didn't refill it the next day). What does that mean? I've never stayed in such a terrible hotel before; they've been provoking me from the moment I checked in.
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