1118185****This stay was a far cry from my visit in March this year. Both times, I booked Executive Club rooms primarily for the lounge access to relax.
1. **High Deposit**: For a three-day stay, they charged a 6500 RMB deposit. I found it quite high and double-checked, but the front desk staff was unhelpful and curt, simply stating it was hotel policy.
2. **Insufficient Water**: On the day of check-in, there were only three 350ml bottles of water. By 6 PM, I ran out and had to resort to drinking tap water from the bathroom. When I returned in the afternoon, the water situation hadn't improved, so I called housekeeping, and they brought two 500ml bottles. The next day, it was the same story! I even had my cold and fever medication laid out in the room, yet the staff didn't think to simply provide more water, like six bottles straight away?
3. **Slippers**: Yes, when I came back on the second day, I needed new slippers because the ones from the first day were completely soaked after our shower, but no fresh slippers were provided by housekeeping.
4. **The Embarrassing Afternoon**: On my third day, I decided to extend my stay for another night. I informed the front desk about this at 2 PM that afternoon. What followed was a truly embarrassing and frustrating afternoon. I explicitly told the front desk that I had a cold and a fever, needed rest, didn't want any fruit or anything, and just wanted to sleep. That afternoon, housekeeping staff brought water, slippers, and fruit in three separate trips. I was running a fever and desperately wanted to sleep, but I had to keep getting up to answer the door! I then realized I hadn't pressed the 'Do Not Disturb' button (not blaming the staff, but I had already clearly told the front desk I didn't want fruit and just wanted to sleep), so I immediately activated DND. At 5 PM, I thought I could finally get some sleep. The moment I drifted off, the front desk called, asking if I wanted to check out, extend my stay, or refresh my key card, etc. (Don't your systems track this?!). At that point, I just wanted to go home!!!
The Front Office Manager's approach to resolving the issue was quite subjective. During dinner at the restaurant, I was given a hotel cartoon mascot as a 'solution.' When she called, she did express apologies for these issues and offered me a discount of just over 150 RMB (which I believe was the difference for the executive lounge when I mistakenly extended to a different room type for the fourth night). She clearly had no idea about the embarrassing experience I had that afternoon. The next morning, still running a fever, I had to listen to her lecture me. That's when I decided to write my first truly serious negative review! I hope the hotel ensures they always have enough water and slippers ready! What's the point of charging such a high deposit?
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