Kerry Hotel, Beijing

Five-star? What a joke. The moment I stepped into the room, I was disgusted. There were obvious black stains on the bedsheets, not just a little, but the kind you can spot from a mile away. How long has it been since they changed them? This level of hygiene is worse than a budget hotel. The room facilities are incredibly old, clearly from over a decade ago. The worst part is the air conditioning provides no heat whatsoever. It was below zero outside, and the room felt like an icebox. I woke up freezing in the middle of the night. And the so-called 'executive privileges' were a disaster. Aside from the meager selection, they even had expired mooncakes! This isn't just cutting corners; it's treating guests like fools and completely disregarding food safety. From hygiene to facilities to dining, everything was a complete failure. Apart from the 'five-star' label, what exactly about this place is five-star? Paying this price to stay in a place like this, I can only say one thing: avoid at all costs, don't come here.

I paid good money to take one for the team and warn everyone! I can't believe a five-star hotel has such poor management. 1. The front desk staff checking me in and answering the phone kept interrupting everything I said, without a single polite word. They kept saying "you" instead of using polite language like "please" or "you (formal)". "Are you staying alone?" "What did you say?" It was constant "you, you, you..." Before I could even finish my question, they'd cut me off saying, "The questions you're asking, you shouldn't be asking me; go ask the concierge." You don't need to bring a concierge to help me, but couldn't you at least point me in the right direction and say, "You can ask the concierge at the door"? 2. When I raised an issue, they didn't try to solve it; instead, they argued and battled. The floor I was on had a company using the hallway to prepare for a meeting. There were time clocks, cardboard, and long tables everywhere in the corridor. Every new person who arrived would be laughing and gossiping loudly in the hallway, it was so noisy. Couldn't they have told me this when I checked in? I said I wanted to switch rooms, but they told me nothing was available and that cleaning other rooms would take two or three hours, so I'd have to wait indefinitely for notification. I wanted to cancel my stay and check out, but they said I couldn't once I'd checked in. I just laughed in exasperation. I said I'd complain to their manager. Again, they interrupted me mid-sentence and angrily hung up the phone on me!!! I was trying to give feedback and state my needs, and they hung up on me!!! Do their managers train them to react emotionally to customers? Do they think that because I wouldn't put up with what happened to me, it made them angry, and so they had to show me attitude? 3. When you bring up problems and give feedback, no one listens. After I reported the issue, no one responded. I called again, and sure enough, nothing was being done. During this time, I was afraid they'd accuse me of using the restroom, so I sat on the bed and then stood for over 10 minutes. It's true that*** people get to enjoy the world first, and well-behaved people are destined to suffer. These bizarre things all happened within half an hour of my check-in. On the second day, items I requested weren't delivered for 20 minutes; I was halfway through my shower and realized there was no conditioner at all; the air conditioning wasn't heating, and it was incredibly noisy, making the room very cold; breakfast was terrible. Finally, the cleaning staff and an old man from engineering complained that I was being high-maintenance and complaining too much. I'd like to ask, didn't you yourselves cause these problems for me? What a joke! I heard them when I suddenly left my room to check out. Seeing me pick up my 'quality improvement device' (presumably my phone to record), the old man left, and the old lady shut up. Your hotel's whole team is just too well-coordinated in giving customers a hard time. If you don't want to serve individual travelers, then don't!