The price of over 6,000 yuan is not low, but the service and management are truly disappointing. After staying for two days, my biggest impression is that it looks like a boutique hotel, but its actual operation is very much like a makeshift team.
I booked a villa room type this time. Setting aside the hardware and environment for a moment, what truly disappointed me was the service. In just two short days, several very basic and entirely avoidable incidents occurred consecutively.
The first incident: the room door had a problem, and after reporting it, no one dealt with it for an entire day.
On the first night, I found that the room door would get stuck after being opened and couldn't close properly. I contacted the hotel at the time, and they said the maintenance technician wasn't available. I completely understood that no one could fix it at night and that it could be handled the next day.
However, the next day, we were out playing all day. When we returned to the hotel at night, the door was still in the same condition. It hadn't been repaired all day, and no one had proactively told us whether it had been dealt with or not.
It wasn't until we inquired again that they started explaining that "this door is supposed to be like this."
The problem is that the door was originally functioning normally; it got stuck after being opened. They could have told me if it couldn't be fixed, or if the technician couldn't come, but what was most exasperating was that from the time I reported it on the first night until I returned on the second night, a whole day passed as if no one remembered this issue at all.
The second incident: the license plate was the same.
Before checking in, we had already provided our license plate for entry, and the front desk had confirmed it. However, when we drove out of the parking lot the next day, it still prompted us to pay. Only then did the hotel tell me that one car had no entry record.
This means that the information provided to the hotel a day in advance was still not properly entered by the next day, and there was no communication with me in between.
They forgot to deal with the room door, and they also forgot to enter the license plate. Two consecutive incidents where things were instructed but then there was no follow-up, making it difficult to believe it was just an occasional oversight.
The third incident was even more outrageous. At around 8 AM on the second day, while my child was still asleep, someone suddenly knocked on the door saying they were delivering food.
The problem is, we hadn't ordered any food.
The staff hadn't even checked which room had ordered the food and simply knocked on the wrong door, waking up the whole family from their sleep. In the end, it turned out to be purely a mistake by the hotel itself.
Taken individually, these three incidents might not seem like major issues.
But when viewed together in just two short days, it becomes quite telling:
Customer feedback isn't followed up on, things instructed in advance aren't implemented, and they can even deliver food to the wrong room.
Three completely different incidents, but behind them lies the same problem – disorganized management, where basic service procedures are not truly implemented by staff.
There's also a small detail that was quite frustrating.
Upon check-in, the staff enthusiastically opened the refrigerator and explained that "everything inside is free," but they didn't tell us that this so-called 'free' only applied to the first day of our stay and wouldn't be replenished on the second day.
Of course, this is the hotel's own policy, and it's their freedom whether or not to replenish it daily. We're not short on those few drinks, but staying in a room at this price point, since they proactively introduced it as "free" upon check-in, it wouldn't have been difficult to explain the rules clearly upfront.
Finally, there's one more thing that was the most annoying part of the entire stay.
After I reported these issues to the hotel, the duty manager offered a discount on the room rate.
The normal person's understanding: the hotel service was indeed unsatisfactory, so they offered a certain discount on the room rate as compensation.
But the crucial point, which was not communicated at all at the time, was that this so-called "compensation plan" required canceling the Ctrip order as a prerequisite.
It wasn't until I actually proceeded with the operation and saw the cancellation prompts myself that I realized: once confirmed, this Ctrip order would be gone, and I would naturally no longer be able to evaluate my true stay experience through this normal check-in order.
This is why I still didn't accept the offer even when the hotel later increased the discount from 15% off to 30% off.
Because I believe these are two separate issues: if the service is unsatisfactory, and the hotel is willing to offer compensation, that's fine; but why must this compensation be achieved by canceling the Ctrip order?
As for why this is the case, I won't draw conclusions for the hotel.
I'm writing out the entire process exactly as it happened, and everyone can judge for themselves.
Ultimately, my requirements for a hotel are actually very simple:
Things guests instruct are followed up on, issues that arise are handled, and if they can't be resolved temporarily, feedback is provided, and the most basic information is checked clearly before providing service.
These are not services that only five-star hotels should offer, but rather the most basic operational capabilities of any hotel. No matter how beautiful the environment is or how exquisitely packaged the room types are, if a license plate isn't entered for a day, a broken door isn't dealt with for a day, food can be delivered to the wrong room in the morning, plus this series of subsequent handling methods, then the final impression is still four words:
a makeshift team.
The room rates and positioning have gone up, but the service and management clearly haven't caught up yet.
Original TextTranslation provided by AI
