Compared to last year: cost-cutting without improved efficiency, poor hygiene, and flawed service.
The Indigo Xiamen Haicang, once a great value option among Xiamen's InterContinental properties and one of the most affordable within the brand, has declined since the opening of VOCO. New revenue targets and owner pressure have made room upgrades incredibly stingy. Regardless of membership tier or peak/off-peak seasons on Ctrip, all upgrades are now to Deluxe Boutique rooms, leading to price increases during summer without a corresponding quality improvement. Most critically, room cleaning has become extremely sloppy. Peeling paint on walls, discovering a previous guest's bottle cap by the bed (I swear on Mazu this is true), and tissue refills that run out after just a few pulls—these fall short of brand standards. Even the staff at check-in failed to provide accurate restaurant operating hours. The strategy of reducing breakfast variety while enhancing quality might be sound for average occupancy, but you can no longer get Eggs Benedict with smoked salmon as a base. With no swimming pool (a significant drawback), and similar pricing, Huaxi, Crowne Plaza, and VOCO all offer better alternatives than the two Indigo hotels. Also, I hope that during future follow-up calls, the male manager doesn't play back recordings publicly, forcing guests to hear their own voices.
What was good: A certain female duty manager was sincere, the concierge became more professional and attentive after the review, staff communication was appropriate, hotel marketing was on point, the facilities are still aesthetically pleasing, and the breakfast, available until 11 AM, is unique.
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