Rated 4.4 out of 5 by 56
Rated 4.0 out of 5.0 by WilliamH Exceptional Service
As a very frequent traveller I visit this hotel on many occasions, and they never fail to recognise my Platinum status, always finding some means to upgrade.
The service and attitude of the staff is ALWAYS excellent but on my most recent trip I had occasion to say the service went way beyond that.
Its not often I use words like exceptional but I will use it here to describe the customer service experience at this hotel.
Any complaints?...its getting harder and harder to make a reservation, and little wonder.
December 17, 2013
Rated 2.0 out of 5.0 by Mike347 Very poor
This is an older property renovated to a poor standard. There was no concierge service, poor check-in facilities, a very small lobby bar with no atmosphere and the service was non existant. The A/C in the room did not work for 3 days and after being moved, the alternative room was smaller and the door would not close. The room service could not get one order correct, credit cards were charged without authorization and in room bar charges were exhorbitant. In all this property warrants a 3 star rating and the hotel management seemed oblivious to any complaints. One of the worst experiences in a supposedly 5 star property.
December 16, 2013
Rated 2.0 out of 5.0 by Tourist9Nick Do not Take Care Customer Experience, Even if .
My feeling was so bad include the below fields.
1. Reception desk.
While I check in, a male worker told me I can enjoy 'Happy Hour' and free fruit in room service but no breakfast. When I ask him if I have free laundry services, He said that he can't confirm. At this time a female leader murmur him in front of me. So he told me no free laundry services and no 'Happy Hour'. I ask him why there is a contradiction about 'Happy Hour'. He ignored me. Under my repeated questioning, he and she told me that I can enjoy free breakfast and 'Happy Hour' if I check in the hotel next time. How could I possibly also to live so bad and dishonest hotel?
2. So free fruit in room service. I just look at a Green apple and a Dry pear.
3. Forgotten customer care and NO sorry.
I check and review the offering about the Platinum class customer. I found there was lack of free drinking ticket and some free cake in home. I called the reception desk. He told me that he will check it. So no feedback before I check out.
4. Concierge can’t provide any services when I provide a clear road name and code.
5. Check out services and call Taxi services.
Before I down still, I call the concierge. I said I will down still to check out. Pls. support to call Taxi. But after I check out and go to gate. Concierge worker told me to call Taxi by myself.
It is so Bad and Crazy experience in my Life!
How could I possibly also to live so bad and dishonest hotel?
HP China Service Product Manager
December 9, 2013