Check-in & Communication:
The check-in process started smoothly but was quickly derailed when the receptionist was interrupted by a phone call. She failed to inform us of the delay, leaving us standing there waiting indefinitely. When she finally finished, she seemed puzzled as to why we were still waiting and asked if we had further questions. Furthermore, she neglected to mention the coffee/tea experience that was explicitly included in our Trip.com booking.
Executive Lounge Experience:
We visited the Executive Floor for "afternoon tea," which turned out to be a major disappointment. The staff was rude and provided minimal hospitality. The cakes were dried out from the air conditioning, the teapots were not pre-heated, there was no hot water available for brewing, and no forks were provided. It felt like a neglected service rather than a premium perk.
Room Quality & Hygiene:
Upon entering the room, we were appalled to find stains on both the bed linens and the shower towel mat. The hairdryer cap was visibly damaged, the bathtub could not hold water, and the shower door did not close tightly. While the staff eventually replaced the linens and mat after our request, these are basic hygiene standards that should never have been missed in the first place.
Dining & Housekeeping:
Breakfast the next day was fine and met the expectations set by my previous stay in October. However, the service was overly aggressive; my jacket was taken away and unfinished food was cleared from the table while I was still eating. Significant improvements in staff training are needed here.
The Check-out & Lock-out Incident:
I requested a late check-out, which was confirmed for 4:00 PM via WeChat. However, when I returned to the room at 3:00 PM, I found myself locked out. Since WeChat was the only way to contact the staff, I messaged them; fortunately, they replied quickly. However, when a staff member arrived to help, they insisted on explaining why the door was locked instead of simply opening it for me, which was incredibly frustrating while standing in the hallway.
Post-Stay Observations:
At final check-out, the same receptionist from our arrival offered no explanation or apology for the lock-out. More strangely, after I lodged a formal complaint, the entire WeChat conversation history with the staff member mysteriously disappeared from my phone.
Final Recovery:
The only saving grace occurred 5–10 minutes after check-out. A senior manager approached us in the lobby, sincerely admitted their shortcomings, and compensated us with a box of Ganzhou orange pastries. These pastries were delicious and reminded us of why we chose to holiday here.
Verdict:
While the senior management seems to care, the frontline service and room maintenance are currently substandard. I hope the hotel takes this feedback seriously to restore the quality of the guest experience.
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