JJimodelianrenaI stayed at the Dongda Mingyu Hoya Hotel in Chengdu in October 2024. While its hardware and software facilities can't compare to international chain five-star hotels, its excellent location, great value for money, and the diligent service of the butler made me choose to stay here again after more than a year. However, this six-day stay left me extremely disappointed. The once attentive and thoughtful butler service was completely gone, becoming a mere formality. It seemed more direct and efficient to contact the front desk myself. From the booking stage to the final check-out, many details felt insincere. It seemed guests were expected to be tolerant, understanding, and not pursue issues regarding unexpected incidents and various problems. In handling many issues, the hotel lacked the decorum expected of a large establishment.
Secondly, the experience during my stay was also very poor due to deficiencies in standard execution and staff training.
① Room Card Usage Duration Setting
According to the Ctrip order, the check-out time was 2:00 PM, and normally it would be at least 12:00 PM. My first order was from March 8th to 12th. On the morning of March 12th, around 10:00 AM, the room card couldn't be used to operate the elevator. The second order was from March 12th to 14th. On the morning of March 14th, around 9:00 AM, the card couldn't be used again. I went to the front desk to refresh it, but when I returned to the hotel at around 12:00 PM after going out for lunch, it couldn't be used again. The butler replied that the refresh in the morning was only valid until 12:00 PM. I can't help but wonder if they even look at the check-out time on the order?
② Staff Demeanor
This time, the housekeeping staff were all very pleasant, but the problems lay with the restaurant and front desk. I have to complain that the breakfast quality was truly terrible, even worse than a year ago. The only highlight was probably the freshly squeezed juice. Let me talk about the staff managing this area. The first time I went, I asked, ”Could I have a glass of watermelon juice?” and she readily made one for me. The next day, I asked again, ”Please make me a glass of watermelon juice,” but she replied, ”Guests have to make this themselves.” I was stunned. Then the staff member added, ”Put the fruit you want to juice here & don't cut in line.” I was even more confused. Could the staff not choose fruit or not make juice? If she made juice for me, whose line would I be cutting? Was I showing that I was in a hurry and wanted her to prioritize my juice? How much watermelon does it take to make one glass of watermelon juice??? Fortunately, a male staff member came over and explained, somewhat alleviating the awkwardness. I could only choose to leave for now, but a little later, the female staff member brought me more than half a glass of watermelon juice to my table. Regardless of the juicing rules, is it appropriate for a staff member to communicate with a guest like that? Not to mention training, how did someone with such a personality and emotional intelligence pass the interview? One evening, I wanted to polish my shoes and found that the shoe polish cloth hadn't been replenished, so I called the front desk to ask for one. The person said, ”The shoe polish cloth is in the wardrobe.” I replied, ”It's all used up and hasn't been replaced” before they gave up. Such instances indicate that the training is really inadequate; have they not even learned the basic common sense of not questioning a guest? Another time in the elevator, I even encountered a female employee in a light blue uniform trying to squeeze into the elevator ahead of me, which was quite speechless.
③ No Air Conditioning in Early Spring March
For six whole days, the hotel didn't turn on the air conditioning, only providing a fan heater. On the first day, I arrived late and they couldn't even provide a fan heater. The front desk said that the air conditioning was turned off because the weather had warmed up the previous week. I find this reason quite ridiculous; if the air conditioning is off, can't it be turned back on? Air conditioning and hot water are basic amenities for a hotel. If you can't provide them, shouldn't you offer a refund?
④ Window Opening Warning
I stayed on the 43rd floor, and there was a notice on the window not to open it. However, several times when I returned after going out, housekeeping had left the window open. So, can this window be opened or not?
⑤ Is Turndown Service a Standard for Executive Rooms?
The butler said that although they couldn't provide an executive room due to renovations, they would still offer services according to executive room standards. For the first three nights, I found turndown service when I returned to the room, but it stopped on the fourth day, which again made me quite confused.
Finally, a reminder: the bathroom door in room 4328 needs to be properly repaired. Although an engineer came to fix it after I communicated with the butler during my stay, the result could only be described as barely adequate, and it got worse day by day. Slamming the door shut is ultimately not a reasonable solution.
The most important thing for a hotel is a good location; it's a pity not to manage it well. While hardware upgrades are temporarily not possible, service is paramount. A year ago, the butler's dedication and sincerity impressed me. The neglect and complacency a year later make me feel that meeting again was not as good as the memory.
I had promised a five-star review if there were no issues during my stay, but the countless little things over these six days are truly hard to express. My final hope and wish for your hotel is that you can improve.
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