8/10 Good
ben
8 Aug 2021
Liked: Cleanliness, property conditions & facilities, room comfort
Great hotel, need to work on customer service
Overall very nice hotel with beautiful location, grounds and facilities. Breakfast very good. The outdoor pool is amazing and you will have it mostly to yourself during the day as Chinese people don't like to get a tan, so they usually only go in it early morning and late afternoon onwards. My wife told me she heard several kids calling their parents stupid for being scared of the sun!
Dinner caused a great fuss because we paid for dinner expecting a buffet to be offered, but they didn't offer it on any of our weeknights, and instead offered a "set" with a salad, a pizza and watermelon juice. We turned this down as being far too limited and after much unpleasant haggling in which the staff tried to tell my wife that we were the only people ever to complain about this, and one staff member suggested pretending to be the manager, they offered us 300RMB to spend against the menu (but only in their main restaurant). My wife was so angry with their attitude until getting to that point that she ended up speaking to the actual hotel manager who, to her credit, gave us immediate access to the executive lounge where we could get drinks and food all day long, and also agreed to refund the dinner cost through hotels.com. That began another saga of calling hotels.com in America, who seem to be staffed by very nice but hard to understand native Spanish speakers, including one lady working from home with a barking dog in the background!
ben
Stayed 3 nights in Jul 2021
