4owi4yREgN
January 7, 2025
Unfortunately, I cannot recommend this hotel. While there were a few positives, the overall experience left us frustrated and dissatisfied.
Main Issues
1. Staff Training and Guest Interaction
The staff need better training, particularly in how they interact with guests. When we were checking out, one staff member asked us to leave a review immediately. We explained that we were rushing to the airport and didn’t have time, but he kept insisting, saying that leaving a review doesn't take a long time. This was intrusive and disrespectful, especially after we’d already said no. Also, assuming that writing a review would be quick was also rather presumptuous. As a matter of fact, we have a lot of complaints about this hotel, so writing this review took time.
Additionally, when we needed to transfer rooms after extending our stay, the staff initially refused without even checking availability. It was clear they were trying to brush us off. Only after we insisted did they “find” a room. Honesty and clear communication would’ve gone a long way here.
To the Management: Please don’t create an environment where staff feel pressured to badger guests for reviews. Instead, train them to provide good service that naturally earns positive feedback. Also, equip your team with the skills to handle guest requests with honesty and professionalism.
2. Room and Facilities
There were no hooks in the bathroom to hang towels—a simple yet important detail that was completely overlooked.
The room we transferred to was excessively hot, with heating that couldn’t be controlled. Even though we pressed the temperature controls, the room remained uncomfortable, sometimes reaching 30°C.
The windows were not soundproof, so the noise from a nearby school was a constant disturbance.
3. Breakfast Buffet
The breakfast was disappointing. Many of the dishes were cold, suggesting the food warmers weren’t being used properly. Additionally, the soy milk had such a thin consistency that it was almost like water.
4. Key Cards and Wi-Fi Issues
For two guests, it should be standard practice to provide two key cards. Instead, we had to ask for an additional card, which normally isn't hard, but given our poor Mandarin skills and the staff's lack of English language skills, it was just unnecessary extra effort from us.
In the room we transferred to, the Crystal Orange Wi-Fi wasn’t available. We were forced to use the Wi-Fi from the neighboring Orange Hotel, which required a password that staff didn’t provide upfront. Having to figure this out ourselves was frustrating, especially as international travelers already dealing with language challenges.
Overall
There were a few positives—such as the complimentary washing machines with auto-dispensing soap and the late checkout—but they weren’t enough to outweigh the negatives. This branch falls well below the standard set by other Huazhu hotels. For example, the Crystal Orange in Lujiazui in Shanghai provided outstanding service, which convinced us to stay with the Huazhu group for nearly our entire 4.5-week trip in China.
To the Management: Please focus on training your staff, improving communication, and addressing these operational shortcomings. Instead of pressuring your team to demand reviews from guests, teach them to provide a level of service that naturally earns good reviews.
