"Upon arrival, the first thing I told the front desk was that the Ctrip booking was under my father's name, 'XX'. Even after explicitly stating our father-daughter relationship and sharing the same surname, the male front desk agent repeatedly asked, 'Is this room booked by your husband?' and 'Is your husband staying here himself?' This line of questioning was rude and highly unprofessional. Addressing guests as 'Mr./Ms. XX' is a basic standard. If there were concerns about the booking, they could have simply verified the information or identification. Both my mother's and my IDs were presented, clearly indicating who was checking in, so there was no need for such an offensive tone.
I checked in around 3:55 PM, which is within the normal check-in window. However, when I inquired about upgrading to a sea-view room and the additional cost, the front desk refused, citing 'fully booked' and 'not yet cleaned.' It was 4:00 PM, and for a hotel this size to have no rooms available in numerous categories, yet the staff's attitude was unapologetic, was surprising.
The room type I booked stated floors 6-26. I was assigned the 25th floor, which is within a reasonable range. However, the front desk agent mentioned it as if assigning the 25th floor was a special favor, which made me uncomfortable.
Checking my Ctrip booking remarks, I had initially noted, 'If room availability permits, I would like to upgrade to a sea-view room,' and the hotel system showed 'Hotel agreed to arrange.' When I showed this to the front desk, the agent retorted, 'You can see it says 'if room availability permits,' and it's not available now!' The tone was harsh and sharp. That remark was my request, not something you wrote, so a normal explanation would suffice. Why be so aggressive?
Honestly, none of these issues are major, and they could all be resolved with proper communication. However, this front desk agent acted as if he were the 'IHG Crown Prince,' exuding an 'take it or leave it' arrogance that was unacceptable. Consequently, I promptly contacted Ctrip to assist in canceling the second night, staying for only one night.
Objectively, the room was spacious, but the minibar was completely empty. The welcome fruit wasn't delivered when I left around 6 PM, and since my luggage was already open and the 'Do Not Disturb' sign was on, I declined the hotel's call around 7 PM while I was still out dining.
The hotel's location is quite far from the city center, with most dining and attractions concentrated around Xianghai. There are almost no amenities nearby, making it inconvenient for travel.
I initially booked a Ctrip three-day, two-night package. Due to the extremely poor check-in experience, Ctrip coordinated to adjust my stay to one night at the day's actual price.
Credit goes to the lady from the reservations department who helped me with my booking and the male front desk agent who assisted with my second check-in; their attitude was gentle, and their communication was smooth and professional. Without them, I would have rated the service at only one point. I hope that 'glasses man' at the front desk can learn proper five-star hotel customer service etiquette and professionalism from these two colleagues."