I am writing to share my overall experience during a four-night stay, which unfortunately fell well below expectations, particularly in terms of service.
The most serious issue occurred on the morning of my departure. The day before, I repeatedly informed the front desk that I needed to leave for the high-speed rail station at around 6:30 am. It was snowing, and I explained clearly that I was travelling alone with a child and two large suitcases. I was concerned not only about pulling luggage through snow, but also about waiting outdoors in extreme cold early in the morning, which is especially difficult and unsafe for a child. I requested that the driver pick us up at the hotel entrance.
The front desk insisted that nothing could be done, stating that their Baidu driver only starts work at 7:00 am. They instructed us to exit via the back door, walk to the east gate in the snow, and leave our key cards in the room. No alternative arrangements or assistance were offered.
On the morning itself, it was still snowing and extremely cold. I had to manage a child while dragging two suitcases through snow and waiting outside in the cold. What made this especially frustrating was that after we boarded the car, the driver then drove directly to the hotel entrance to pick up other guests, showing that access to the hotel entrance was clearly possible.
During the stay, the service issues were consistent. On the final day, housekeeping did not come until around 4:00 pm, despite earlier requests. We also had a clogged toilet, and it took three separate messages and a visit to the front desk before someone was finally sent to fix it. Basic amenities were poorly managed — for example, green tea was only refilled once over the entire four-night stay.
To make matters worse, while refusing assistance for the early-morning transfer, staff repeatedly insisted that I must give them a five-star review, which felt highly inappropriate given the circumstances.
While cleanliness was acceptable, the lack of judgement, responsiveness, and basic duty of care, especially towards a guest travelling with a child in winter conditions, made this stay very disappointing. I hope management will seriously review their service standards and front desk practices.
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