This is my first negative review on Trip.com, and it's for your hotel: The service awareness is severely inconsistent with a five-star rating.
As a long-time user of Trip.com, this is my first time leaving a negative review. During the May Day holiday, I stayed in your sea-view room with my 6-year-old child, but a series of continuous service oversights led to an extremely poor experience. I must detail the facts.
Firstly, failure to fulfill check-in notification obligations. Upon check-in, the front desk did not proactively inform us of the breakfast floor or serving times, with no written or verbal notice whatsoever. For families with young children, this is the most basic information to convey upon check-in, and its omission directly impacted our next day's itinerary planning.
Secondly, a mechanical response after breakfast service ended. Since we returned late from visiting Dali Ancient City with our child the night before, we arrived at the restaurant around 10 AM to find the buffet stations already cleared. The staff at the noodle station directed me to speak with a restaurant attendant, but this young attendant did not ask for specific details. She just went in for a moment and came back to reply, "There's nothing left." I saw that the equipment at the noodle station was still running, and there were other guests still dining at the time, so I asked if it would be possible to cook two bowls of noodles – which is entirely feasible operationally and a common flexible approach in similar hotels – but was refused. In the end, I only received two yogurts and two cartons of milk (and that was only after asking if there was really nothing at all). I specifically paid extra for a sea-view room, valuing the convenience and experience of breakfast, but due to not being informed of breakfast times, I had to drive out to find breakfast and parking, turning breakfast into lunch. With my child hungry, as parents, we felt both distressed and helpless.
Thirdly, perfunctory handling of check-out feedback. When I explained the situation to the front desk upon departure, they merely responded, "I'm sorry, we will report it to the manager later." With guests about to leave, a simple "we'll report it later" does nothing to remedy or soothe the current bad experience. Throughout the interaction, there were no efforts to calm our emotions or offer proactive solutions, completely failing to demonstrate the service professionalism and complaint handling awareness expected of a five-star hotel.
Cross-reference: Previously, when staying at a five-star hotel of a similar caliber in Lijiang, not only did they proactively and clearly inform us of the restaurant location and dining times upon check-in, but breakfast was also served until 11:30 AM. In comparison, your hotel shows a significant gap in information delivery, flexible service, and complaint handling.
Choosing a sea-view room already incurs a higher price than standard rooms by several hundred yuan, originally for a more comfortable family experience. However, due to the aforementioned lack of service awareness, not only did we not enjoy the convenience, but our child also went hungry and was upset during the trip. I hope your hotel understands: this negative review is not about the "breakfast closing time" rule itself, but about the inflexible attitude when facing guests who have arrived and for whom service is still possible, and the deferral of responsibility with "post-incident feedback" when handling complaints.
Details reveal service. I hope your hotel addresses its shortcomings, strengthens staff training, improves basic check-in information reminders, learns to empathize and flexibly handle reasonable guest requests, and ensures that travelers who come with high hopes do not leave with a terrible experience.
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