Hyatt Regency Hotels in Lanzhou

The hotel's hardware is decent, but the service is absolutely terrible. First, I was told my luggage would be sent to my room after check-in, but the front desk staff forgot, and it was left sitting alone in the lobby. I even came back down, and it was still unclaimed. What made me angriest was that there were two adults and one child in our party. At check-in, they said I needed to pay for the child's breakfast, which I agreed to. The next day, I wanted to try some local Lanzhou cuisine, so I went out for beef noodles. In the end, only two of us ate breakfast at the hotel. My deposit was 500 yuan, but they only refunded a little over 400 yuan at checkout. I called twice, and they promised to follow up with the restaurant and call me back the same day. Two days passed, and I heard nothing. It's not about the 78 yuan breakfast fee – I can afford a 1588 yuan stay, so I'm not short on that money. But their attitude is just outrageous! This hotel has the facilities but absolutely no service awareness or commitment to their word. On a positive note, I'd like to commend the doorman at the entrance who proactively asked if I needed help with my luggage. That was good, but unfortunately, it was the only glimpse of service awareness I experienced.