Sheraton Zhongshan Hotel

The front desk kindly upgraded us to a room on the 30th floor during check-in, offering a view of the Ferris wheel. Although the room is a bit dated, it was very comfortable to stay in. The breakfast service was also great, and the congee was delicious.

Very clean, spacious and bright, convenient location, and the front desk service was warm and attentive.

We booked two rooms and arrived after 3:00 PM, but only one room was ready. For the other room, we had to follow up multiple times and didn't get it until 4:30 PM. The front desk staff just kept mechanically repeating that they were fully booked for the holiday and rushing the housekeeping, without offering a single word of sincere apology. Isn't it normal for a hotel to be fully booked during the holidays? Shouldn't the hotel have anticipated this? You already jacked up your prices so much—couldn't you hire more staff to clean? It's unacceptable that paying guests have to suffer for your own operational issues, and you even act like it's totally justified. Truly terrible.

My stay here was a terrible experience. First, there was no parking available. The staff member simply told me that if I couldn't find a spot, I could consider canceling my booking. After circling around, I finally managed to find a parking space. I arrived at the hotel lobby around 5:30 PM to check in, but my room wasn't ready yet. I had to wait for almost an hour, and many other people were waiting too. Some guests had been waiting since 3:00 PM and still hadn't checked in; everyone was on the verge of losing their temper. The TV was ancient, and there was a layer of dust on the windowsill in the room, which is completely out of place for a five-star hotel. I hope that whether it's the off-season or peak season, the hotel can provide a seamless service experience to its guests, and that the service can match that of a world-class five-star hotel. Thank you.

The air conditioning in our room wasn't working when we checked in, but the hotel staff handled it proactively and immediately upgraded us to a suite. The room was very comfortable, and the hotel is within walking distance of Zhongshan's central pedestrian street, making it super convenient for food, drinks, and entertainment.

Even though it was the National Day holiday, there weren't many guests when I arrived at noon. The check-in service at the front desk was poorly managed; the staff were too slow. I had to communicate with them three times and even personally urge them to get the room cleaned. Although the front desk staff had a good attitude, their execution needs improvement. Apologies alone don't solve problems immediately! The lobby bar was similar – the server had to WeChat a colleague to ask if there was any cake, and the colleague hadn't replied yet! In short, it was just chaotic, not living up to the Marriott and Sheraton brand and service quality. 😓 Other aspects were okay though. Although breakfast was crowded, the queue moved quite quickly, and the service staff at the entrance handed out almond cookies to guests. The arrangements there were pretty good.

Nice hotel located by the Qijiang River, with a park nearby, convenient transportation, and a rich buffet.

The hotel's location is truly excellent, and Zhao, at the front desk, was outstanding. She contacted me in advance to arrange everything, and it was all perfectly prepared. However, the one thing that needs criticism is how chaotic the check-in process was. Even with our pre-arranged room, we didn't get it until after 5 PM. I hope management sees this review and considers staffing up adequately. For a five-star hotel during the National Day holiday, having to constantly chase things in a lobby so crowded there's no room to stand is unacceptable.

Before our check-in, the hotel manager, Mr. Zhao, called us to understand our needs. Since we were a family traveling with seniors and children, he thoughtfully arranged connecting rooms for us, which was incredibly helpful. On the day of our arrival during the National Day holiday, we were pleasantly surprised with a complimentary upgrade to a garden and river view room, and a free day of breakfast. We arrived quite early, intending to just store our luggage and explore, but the staff kindly checked if any rooms were already cleaned and allowed us to check in right away. **Facilities:** The gym and pool were fully equipped. **Environment:** We had a panoramic view of Qijiang Park right from our room.