Upon check-in, we saw a really big dog, and the staff told us it was their lobby manager currently on a diet, which was super cute.
Here are the cons:
1. On our first day, there was no one at the entrance to help with luggage; the doorman completely ignored us. Once inside the lobby, someone did assist. However, the doorman was fine on subsequent days.
2. There were water stains under the sink, but they genuinely couldn't be wiped off.
3. The room's electrical system might have issues; the lights often flickered and turned on/off by themselves. On the last night, the doorbell suddenly rang, but no one was outside, which was quite alarming.
4. The food at Zhuquxuan restaurant was delicious. Since everything is freshly prepared, the slow serving time was acceptable. However, they lacked ingredients, and some dishes were sold out. The waitstaff seemed unclear about which dishes were unavailable and had to check frequently. The communication between the kitchen and the staff seemed poor. Additionally, I found what looked like a piece of plastic film in the matcha cake.
5. The breakfast variety wasn't extensive, but it was acceptable.
6. Room amenities were incomplete; there was no shower cap, and we had to request one to be brought up.
7. The hairdryer wasn't very good, and it wasn't a Dyson or another reputable brand.
8. Occasionally, we could smell smoke in the bathroom and hallway, even though we don't smoke.
9. The air conditioning and exhaust fan were quite loud, and the exhaust fan seemed to operate automatically, with no way to control it. I needed earplugs to sleep.
10. The hotel's small bar didn't have much food; it seemed only burgers were available.
11. Service at the front desk was slow; a single issue could take several minutes to resolve. During the day, the lobby was often crowded, leading to frequent queues.
12. During breakfast, if there were empty plates, the staff didn't always proactively clear them. They also weren't very diligent about changing bone plates.
13. The soundproofing between the bathroom and the outside of the room was poor.
14. At normal brightness, the bathroom and shower doors showed clear reflections from the outside, making the glass doors easy to distinguish. However, in dim light, the reflections disappeared, and coupled with the similar light colors inside and out, the glass doors could be invisible. I accidentally bumped into one. This could be an issue when using the restroom in the middle of the night.
15. The water pressure from the showerhead was insufficient.
16. For people with long hair, staying in the shower for too long easily causes dizziness, requiring the door to be opened for ventilation.
17. The mattress felt a bit saggy after prolonged use and seemed too soft. It improved after removing the comfort pad.
18. The red soup noodles smelled like Master Kong Braised Beef Noodles, unlike other Aozhao noodles that have a distinct meaty aroma.
19. Fruit plate delivery and cleaning services might disturb rest.
20. When extending our stay, my partner was still asleep. The first time I went to extend, the front desk gave me two new room cards directly. The second time, the front desk said I needed to return the old cards before getting new ones.
There were also many positives, mainly in terms of service:
1. After reporting the water stain issue under the sink, the hotel upgraded our room. We stayed in a 'Cool Garden View Water Feature Room,' and they subsequently allowed us to extend our stay at the price of a basic room type, saving a significant amount of money. We are very grateful.
2. The room was generally clean and tidy, and facilities were well-maintained, apart from the electrical issues.
3. The assigned garden view balcony room offered an excellent view. Opening the floor-to-ceiling windows revealed lush greenery, pavilions, and waterscapes, creating a pleasant scenery. The room was bright and airy, and being on the highest floor (third floor) provided a particularly comfortable sense of ventilation. The room was spacious and open.
4. The dishes at Zhuquxuan restaurant on the first floor of the hotel were delicious. Dishes like 'Crab Roe Lion's Head Meatball,' 'Braised Spiny Eel with Black Garlic and Dried Vegetables,' and 'Stir-fried River Shrimp' were incredibly impressive. Portions were small but exquisite and tasty.
5. The laundry service was excellent. On our last day, we made a last-minute decision to leave Suzhou, but our clothes had only been collected that afternoon. Normally, the laundry room would return them by 6 PM the next day. We explained the situation to the front desk, and they contacted the laundry room, and our clothes were washed and ready by the next morning. Not only was there no rush fee, but we also received a 10% discount on the laundry fee due to the room issues we reported.
6. When we called for mineral water, they sent up a generous amount.
Overall, I wouldn't consider this a pleasant experience because there were simply too many minor flaws. They are trying their best to compensate for hardware and management shortcomings with their service.
There aren't many decent hotels in Suzhou's old town area, and Kimpton Bamboo Grove is certainly one of them.
Thanks to Amber for their assistance. Although communication via WeChat Work isn't as smooth as a direct phone call, they still helped resolve some issues.
Original TextTranslation provided by AI
