__WeChat520040****The service attitude is good, but that's different from actually delivering good service. This hotel's price is high compared to others nearby. While the staff's attitude is great, the service and management are subpar. There's an exaggerated, showy facade, but basic services aren't done well, yet they proudly claim to be a branded hotel.
1. First, the butler service. Upon check-in, I was told there'd be afternoon tea and that I needed a voucher to redeem it in the common area. Some other hotels even deliver to your room and ask your preferred time, but here, when afternoon tea time arrived, the butler didn't even send a WeChat reminder. So, I missed it—my bad, I accept that.
2. So I went to the common area on the third floor, hoping for some snacks. They state it's open until 9 PM, but I arrived at 6 PM. The area was empty, no plates or cutlery replenished, the coffee machine was off, no hot tea, and the fruit bowls were almost empty with only one or two pieces left. I contacted the hotel, and a very kind staff member eventually brought me some items, but it really felt like no one was in charge.
3. What really highlighted the chaotic management was breakfast. The night before, they asked for my dining time the next day, stating it was to manage and arrange guest flow. Yet, when I arrived the next day, there were no seats! I ended up sharing a table with strangers. So what was the point of pre-arranging and managing? It would have been better not to ask; guests might have felt better and wouldn't have had to wake up at a specific time for breakfast. Besides me, there was another group of guests standing and waiting too. The hotel said some other guests didn't adhere to their times, so they were seated. Are punctual guests being punished? If they can't even manage and communicate something like this effectively, what exactly is the hotel's 'guest flow management'?
4. After arriving at the breakfast area, there was no introduction to what was available, what was self-service, or if tea and coffee were self-serve. Essentially, I was just left to my own devices by the so-called 'butler'. At the self-service area, I found two dishes were empty, the hot milk wasn't hot, and the hot tea was cold. Guests at the next table also complained that their different kind of tea was cold.
5. They brought out a pile of breakfast items in a rush, without explaining what anything was. What's the point of serving abalone? It's all just for show. Piling the table full seems to be their idea of completing the task.
6. Regarding the facilities, the room door lock was an old-fashioned key, very difficult to open. After entering the room, to lock the door, you have to use the key again from the inside! Every time I handled that key, my hands smelled metallic, and the fabric charm on it was dirty and disgusting.
7. The soundproofing is terrible, a common issue with old buildings.
8. Many items in the room were labeled 'Not for Gifting,' which felt very uncomfortable. It implies guests might steal things. It's not like this is a super high-end hotel or the items are particularly luxurious. Even the slippers were labeled. I've stayed in many top-tier hotels costing tens of thousands a night worldwide, and none were like this. Guests who can afford over a thousand a night probably aren't going to steal things.
I really didn't experience any 'butler service.' Was I managing them, or were they my butlers? This all points to fundamental issues in the hotel's management and staff training. I will not consider staying at any other hotels of this brand in the future.
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