I've stayed here many times before, but this time I really can't give a good review.
1️⃣ Stiff, unfriendly service; staff generally lack a service-oriented mindset.
• Staff rarely smile, their attitude is cold, and they always explain things from the hotel's perspective rather than considering the guest's needs.
• Example 1: When I asked why the evening aromatherapy was canceled, the front desk brushed it off, saying 'some guests aren't used to it.' For a brand that prides itself on 'healing,' a service even Banyan Tree retains was simply removed here, without even bothering to ask guests their preferences.
• Example 2: I asked the front desk to borrow a power strip, and they just coldly replied, 'We don't have one.' Other hotels, even if they don't have one immediately, would try their best to find one, but here I just got a flat refusal.
• Example 3: Near the end of breakfast (10:30 AM), I wanted to grab a bun from the serving area, but a staff member stopped me, saying it was closing time, with a very rigid attitude. No smiles or interaction throughout.
2️⃣ Extremely unfriendly to families with children; significant cutbacks in details.
• During breakfast, they insisted on charging for children who exceeded the height limit (even close to closing time with limited food), and were completely unaccommodating.
There are several open entrances to the hotel restaurant, with staff only at the main entrance. You could easily enter through other doors and avoid being charged. Besides feeling unreasonable, the charge is ineffective, as you can still dine even if your room doesn't include breakfast by entering through other doors. Given the lax management, it feels like they're making a fuss about charging children, treating rule-abiding guests as fools.
I previously gave good reviews for the restaurant staff, but now it's truly not worth it; it's a complete regression, especially some male staff members. I can't even tell if I'm the guest or they are, it's completely backward.
• Previously, 'children's star sandbags' and other small gifts were given upon check-in, but these have been discontinued. If you ask, they'll still give them, but I think having to ask for a check-in gift defeats the purpose.
• Children's activity area: Staff respond mechanically with no willingness to interact. During handicraft activities, they actually asked parents to accompany their children because 'the craft is too difficult,' rather than assisting the children themselves – clearly 'too lazy to do it.'
3️⃣ Inadequate hardware maintenance and experience amenities.
• The children's activity area on the 6th floor, elevators, etc., were too hot and stuffy, making me wonder if it's to save costs.
• Breakfast selection was limited, and the taste was ordinary. I didn't take any photos this time, but looking back at photos from a year ago, both the quality and variety of breakfast were much better.
• Compared to two-bedroom suites at other hotels, the room here is small. I've stayed in Hyatt's two-bedroom suites before, and they were significantly better.
4️⃣ Overall impression: Poor value for money, no longer recommended.
• As a repeat customer, I noticed a complete downgrade in service this time: from aromatherapy and children's gifts to staff attitude, everything has been cut back.
• The hotel's location is already remote. Combined with the current service level, there are better options at the same price point in Hengqin, so there's no need to 'pay for a bad experience.'
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