JJimaodanziI'm a guest who recently finished a trip to Harbin. I'm writing this specifically to commend your hotel's butler, Sally Zhang Xinran, and Emma Han Yu from the breakfast restaurant front desk.
I've been to Harbin many times, but this was my first time visiting as a tourist, and I unhesitatingly chose the Aoluguya Hotel.
From the very beginning of my trip, the hotel service left a deep impression on me. Firstly, the butler, Sally Zhang Xinran, made me feel the hotel's warmth from the moment I set out. She not only offered me many travel suggestions but also promptly responded to all my questions during my stay. Secondly, there's Emma Han Yu from the breakfast restaurant. On the last day of my trip, an incident occurred at the breakfast restaurant. On check-in day, the hotel front desk explicitly told me that a meal voucher needed to be purchased separately for my child and that I could buy it when dining. So, during my stay, I always purchased it before meals, and for the first two days, there were no issues. However, on the last day, a restaurant staff member not only told me very bluntly that this operation was not allowed but also rudely interrupted my explanation, completely disregarding the guest's feelings (objectively speaking, it was my first time encountering a star-rated hotel staff member who wouldn't solve problems but only said 'No').
At that moment, Emma Han Yu, from another counter, intervened immediately after handling other guests' issues. She not only showed extremely high professional standards but also quickly provided a perfect solution, easing the awkward atmosphere. Emma Han Yu's crisis management ability displayed on the spot is a fundamental quality that any hotel professional should possess. She also fully considered the guest's feelings without compromising the hotel's interests. What's even more commendable is that she maintained sincerity and patience throughout the process, making me feel like family. For a traveler about to leave Harbin, this kindness from a stranger was incredibly precious. She filled the end of my Harbin trip with warmth, bringing it to a perfect close.
Employees like Sally Zhang Xinran and Emma (Han Yu), who possess both professional competence and a warm service attitude, are the hotel's most valuable assets. I hope the hotel management can acknowledge and recognize their excellent performance.
Show More