BbillyjiangThe hotel is located in Nanbin New Town, Haojiang District, which is a bit out of the way. On the night of June 24th, I was woken up around 3 AM by noise coming from the shower room. I called the front desk, and they sent an engineer to check. It seemed like someone upstairs was showering, and the noise was from the running water, accompanied by a 'thump-thump-thump' sound, similar to dripping water. After the engineer confirmed the issue, they offered a room change. However, considering my child was fast asleep and the hassle of packing belongings in the middle of the night, I decided not to switch rooms then.
On the morning of June 25th, at 8 AM, I went to the front desk to request a room change (and provided a recording of the noise). The front desk staff said they would inform the manager and have them contact me to arrange a room change. Later, the hotel arranged a room change and informed me that they had upgraded us to a sea-view room.
Around 7 PM on June 25th, we went to the 'Shan Hai Zhen Wei' restaurant on the second floor for dinner (the intercity couple's set meal). We were told that the three soup options (Bamboo Fungus and Old Chicken Soup, Olive Pork Lung Soup, First Harvest Seaweed and Fishball Soup) were all unavailable due to seasonal reasons. (These three soups use extremely common ingredients, and I couldn't understand which one wasn't in season?) Only Bitter Melon and Pork Rib Soup was available. With no other options, we had to have the Bitter Melon and Pork Rib Soup.
When the 'special intangible cultural heritage cold dish' was served, the waiter brought 'fish rice' and said that Chaoshan fish rice and Chaoshan raw腌 (pickled seafood) were a choice of one. I immediately explained to the waiter that according to the menu, it wasn't a choice; both fish rice and raw腌 were supposed to be served. I requested to speak with the restaurant manager, but the waiter said the manager was busy and would relay my message.
Without my knowledge (neither informed nor given a choice), the restaurant replaced one of the four pre-meal appetizers, the 'pepper and salt wild white shrimp,' with olives. I immediately spoke with the waiter, stating that the dishes served did not match the menu, and again requested to speak with the restaurant manager. However, the waiter told me the manager was very busy, attending to other guests, and advised me to start eating first. After I insisted strongly, the waiter communicated with the restaurant manager, who then came to our table and offered to 'give' us a complimentary portion of Chaoshan raw腌, directly asking what our demands were. I immediately pointed out that Chaoshan raw腌 was already on the menu and shouldn't be presented as a 'gift.' I also told the restaurant manager that only one soup option (Bitter Melon and Pork Rib Soup) was provided, and the soup couldn't be changed. Furthermore, the pre-meal appetizer of pepper and salt wild white shrimp was arbitrarily replaced with olives without prior notification or offering alternatives. Manager Hong did not explain or address these issues. After my dining experience was severely disrupted, I demanded a full refund from the restaurant (which was subsequently granted).
I expressed to Manager Hong that as a mid-to-high-end hotel under the H World Group, a supposed 'five-diamond' hotel, such restaurant service could only be described as 'so-called.' Manager Hong then stated that they were not part of the Intercity Hotel but an outsourced service in partnership with the hotel. (I'm not sure what the restaurant manager intended to convey? To distance themselves from the hotel? To claim that the restaurant's service has nothing to do with the hotel?)
My 3-day, 2-night stay at Intercity Hotel was not a good experience. I hope the hotel can leverage its excellent hardware facilities, improve its service, and enhance the overall guest experience.
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