Dont be fooled by the fact that this has an American name and is a five star. The staff don't speak ANY English at all. We ordered room service by pointing to the menu. The orders often came with missing items and we wee shocked when the waiters babbled at us in Chinese and making a fuss when we tried to sign the bill to the room. Once again we were not told by reception during check in that this would be a problem. They needed us to pay the dinner room service by cash there are then. We have stayed in many five stars (out of china) and something like this is unheard of.
We requested same day laundry service. We waited until night time for the laundry to arrive, it. Didn't come so we had to call our tour guide who speaks english, to contact the hotel to ask about our clothes. An hour later the laundry came back but we discovered later that half the items were missing. The laundry paper which returned with the clothes had some alterations to my original so I couldn't even count all my items that we sent for cleaning. After a lot of thinking we worked out that 8 tops/t-shirts were missing. After another hour of making a fuss we got outer clothes back, this is not five star service.
The next day at check out we found the reception staff very inappropriate, never looking at us and giggling a lot. We communicated to them through our tour guide. And to top it all off we saw the manager take our guide to one side and start to whisper, a private conversation, we knew it was about us and the incident with the laundry. Very unprofessional attitude, made us feel very uncomfortable, not welcomed and we would never recommend this place
Also the back fast buffet is grand,but only if you like Chinese food. There is no western food! Maybe French fries, which the Chinese don't understand that westerners don't eat French fries for breakfast!
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.