This hotel in Zhuhai is a good choice! It's comfortable and affordable.

The first impression of Zhuhai Huafa Marriott Hotel is that the environment and facilities of the hotel are very good, but it has to be said that the front desk staff seemed a bit flustered when handling the procedures, and they asked me for the documents again after I provided them. The room card for my two-night stay only had one night's access, so I had to go to the front desk to swipe the card again after work. If Marriott wants to provide a quality service experience, it definitely needs to strengthen its training for interns! 🧹 The cleaning staff broke in? 🤯 Another thing that surprised me was the behavior of the cleaning staff. When I set the room to "Do Not Disturb" (D.N.D) mode, the cleaning staff actually entered the room without permission, completely ignoring my privacy⚠️. 🔸 D.N.D is not a decoration D.N.D mode is to give guests more private space, but in this stay, this function seems to have no effect at all. The hotel cleaning staff obviously lacks SOP training, which has caused me a lot of inconvenience and trouble. 💼 The "blame game" of the duty manager when handling problems 🤦‍♂️ What's even more frustrating is that when I reported the above problems to the hotel's duty manager, I got a rather perfunctory answer: "These problems are caused by improper operation by the guests." They didn't seriously verify the cause of the problem, nor did they provide any evidence. 🔸 Problem handling requires empathy When the hotel's duty manager handles guest problems, they should verify them comprehensively with a serious and responsible attitude, instead of arbitrarily blaming the guests. This not only fails to solve the problem effectively, but also greatly reduces the overall service experience. The duty manager's SOP training also needs to be strengthened urgently, especially in terms of guest complaint handling, they should consider the problem more from the guest's perspective. 🌟 Coco Wong deserves praise! 💖 However, in this not-so-smooth experience, the hotel's leader Coco Wong made me feel a different warmth and professionalism✨. After receiving the feedback, her process and thinking were very clear, she was able to stand in the guest's position to give understanding and support, and also showed a sincere willingness to make up for the lack of service. 🔸 Empathy and professionalism are key Coco Wong showed a strong empathy in the whole communication, and communicated with me through empathy, which not only eased my unhappiness, but also made me have some good feelings about the hotel again. She is really trying to make up for the lack of service and has made a positive contribution to the hotel's reputation👍. 📝 Summary: I hope the hotel pays attention to training and improves the overall service level The hardware facilities of Zhuhai Huafa Marriott Hotel are undoubtedly very outstanding, but the service quality in this stay is uneven. Whether it's the front desk, cleaning, or the duty manager's SOP training, they all need to go further. Coco Wong's performance made me believe that Zhuhai Huafa Marriott Hotel has the potential to bring guests five-star service, and I look forward to seeing these problems improved when I stay next time🙌.