Check-in was quick; we arrived at around 6 PM on Friday and got our room right away, and all the special requests we noted in advance were fulfilled. Checking out at the Executive Lounge on our final day was also fast and efficient, with no delays—thumbs up. However, upon check-in, even though they saw we had a child with us, they didn't proactively provide children's toiletries or slippers. After we requested them in the room, it took a very long time for them to be delivered, which wasted a lot of time.
The concierge service needs improvement. When we got into our car at the hotel entrance for departure, we had to load all our heavy luggage into the vehicle entirely by ourselves, with zero assistance. Additionally, food deliveries are not brought up to the room proactively, and when they are delivered, it is extremely slow.
The ceiling height in the room is indeed quite low, but it's within an acceptable range. Our room faced north, but it had great natural light and didn't feel damp at all. Soundproofing is a bit of an issue; you could hear sounds from the hallway and the adjacent room, but it wasn't overly noisy and was manageable.
While the room was clean in all aspects, the maintenance of the facilities left much to be desired. The frame of the bathroom mirror was chipped in several places, the amenity tray was uneven and surprisingly missing a corner at the bottom. The bathroom sink is extremely prone to splashing, making it impossible to keep anything around the edges unless you want it soaked in seconds. The hairdryer looks like it's seen better days and felt slightly sticky to the touch. The hot water from the bathtub showerhead was unstable; we waited a long time for warm water to bathe the child, but it stayed cold, almost giving the little one a cold. We ended up switching to the regular shower, which worked normally—quite puzzling. Many of the room's facilities are quite "old-school," especially the television, which failed to mirror our screen after trying for ages, and the other functions were equally frustrating to use.
On a positive note, the terrace at the Executive Lounge is fantastic, offering a panoramic view of West Lake. The food options in the lounge are somewhat limited, but the overall quality is decent. The highlight was that the noodle station is open even during the evening service. The most吐槽-worthy (ridiculous) thing, however, was that they actually use coffee capsules for their coffee.
Moreover, the service quality also leaves a lot to be desired. During breakfast, our child couldn't finish 3 small pastries left on the table. To avoid food waste, we politely asked a staff member for a takeout box, only to be told that takeout wasn't allowed and they didn't have any boxes here. Yet, as we were leaving, we saw other staff members grabbing takeout boxes for other guests. This was incomprehensible and rather frustrating; I hope they can improve their staff training!
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