GGuest UserFirst, let's talk about the positives: the room had a separate trash can for takeout, which helped with odors. The lady at check-out was also pleasant.
Now for the problems, and this is by far the most problematic four-star hotel I've ever stayed in. It's the first time I've written a lengthy review for a supposed four-star hotel. It's inexcusable that they still haven't ironed out these issues after being open for so long... No wonder many Globalists also complain about poor experiences at Atour. If you have platinum/diamond status with other brands, I honestly wouldn't recommend choosing Atour. This stay was a complete miss, and I won't consider any other hotels from this brand in the future. Here are the issues:
1. The Atour Xiao Cheng Xu smart butler wasn't enabled, so I couldn't use it to request items to be delivered to my room. (BTW, Xiao Cheng Xu is hard to use, which is a brand issue).
2. Before checking in, I specifically asked the brand's official customer service if Diamond members could enjoy their benefits (because Atour's member benefits only require personal use). So I came specifically to experience it, but I didn't expect such disdain for the member program and guests. Upon arrival, a younger front desk staff member sternly refused me, with a blank expression, saying there were no fruits or breakfast, and didn't mention supper or afternoon tea. They don't proactively inform you unless you ask. I'm not sure if they're intentionally trained this way or what. Also, the tabletops in the lobby lounge area were very dirty.
3. There was no phone in the room, and the 'Xiaodu' smart speaker was malfunctioning, causing my takeout to be delayed by an hour and a half. Attempts to call the front desk using Xiaodu also failed due to network issues and poor connection. It didn't work even after restarting it. If I hadn't added their enterprise WeChat, I would have had to go down to the front desk at 1:30 AM.
4. The notepad in the room had writing from the previous guest... The next day, housekeeping didn't replenish the towels or body lotion. This is the only four-star hotel where I've encountered this problem. Is their SOP based on budget hotels like Home Inn? Even though the hairdryer wasn't a Dyson, fine, but despite seeing that I regularly use a coffee machine, they only refilled two bottles of water... And the chain lock on the door was completely broken. When I reported it, they said engineering would fix it during cleaning, but it was still broken the next night.
Regarding all these issues, there was no apology whatsoever. Their attitude gave the impression that they just want to rely on their location to do one-off business with most people.
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