Four Points Hotels in Liupanshui

On July 14, 2026, around 4 PM, we checked into the Four Points by Sheraton Liupanshui. We had booked three rooms about a month in advance, totaling over 6,000 yuan. One of the rooms took nearly an hour at the front desk to be assigned. Upon check-in, we noticed stains all over the floor, and the bedding seemed flimsy. The air conditioning was constantly making noise, intermittent, and the room was uncomfortably stuffy. The bathroom facilities were not only old but also dysfunctional; for example, toiletries like shower gel were mounted on the wall but unusable. In one of the rooms, the bathtub was full of water and couldn't be drained, and the shower area had severe water accumulation, among other issues. We reported the bathroom problems to the front desk on the night of our check-in. Around 10 PM, a maintenance worker finally arrived, only to inform us that these issues had already been reported to hotel management but remained unresolved, making repairs impossible. The only option was to change rooms. The front desk also told us that it was too late to switch rooms that day and we would have to wait until the next morning. They assured us that we would be able to pick up the new room keys from the front desk first thing in the morning. To our disappointment, when we approached the front desk the next morning, they looked bewildered. After some negotiation, they agreed to change rooms but were evasive about giving a specific time. It was only after escalating the issue to the lobby duty manager that our room change problem was finally resolved. To protect our rights as guests, we filed a complaint with the hotel duty manager, stating two main points: first, the overall service did not meet five-star standards, damaging the hotel's reputation; second, due to the severe problems with the room, we requested a refund for the services not rendered and compensation for the time and emotional distress caused. Although the duty manager said they would report it to hotel management, we had multiple exchanges with them and the front desk staff throughout the day, and they consistently dodged our questions, providing no direct answers to date. Through communication with Trip.com, the hotel completely rejected our demands, demonstrating the arrogance of a large business bullying customers. As a Trip.com Gold member, this stay at the Four Points by Sheraton Liupanshui has been the most unpleasant hotel experience I've had in many years of travel. We strongly recommend that Trip.com no longer recommend this hotel in the future.