Poor service attitude – booked for my boss and felt embarrassed
I booked two rooms through Trip.com for my boss during their long business trip across multiple cities in China – one single and one triple. Two days before check-in, the hotel contacted me via the app and asked to connect on WeChat. I agreed, thinking it was just for easier communication.
On WeChat, the hotel representative suddenly told me to cancel the booking because of an "urgent maintenance issue." However, I checked on Trip.com and saw that the hotel was still accepting new bookings for the same dates. Cancelling at the last minute (just before a weekend) would mean much higher prices for alternative hotels. After some back and forth, the representative said he would reply the next day, then later confirmed that check-in was fine after all.
When my boss arrived at the hotel, there was no maintenance work happening at all. This made the whole situation feel dishonest and confusing. Worse, the staff member at the front desk wasn't even ready when my boss arrived – a cleaner had to call him out. He came out looking very sluggish and yawned loudly, which my boss found extremely rude and unprofessional.
My boss arrived before the official check-in time and left luggage at the front desk. A few hours later, the same staff member kept calling and messaging nonstop, rushing my boss to come back and even asking if he could put the luggage inside the room without permission. My boss has stayed at many hotels but has never experienced such pushy and strange service.
As the person who made the booking for my boss, I felt quite embarrassed. The attitude and handling here are completely unacceptable. I would not recommend this hotel to anyone, especially business travelers.
