My spouse is a Starwood Preferred Gold Member and used to a certain standard of service and consistency at any of these hotels, no matter what the level of hotel. The Sheraton Guilin failed miserably in this sense. We were traveling as a family of four (children aged eight and six) and arrived late afternoon to discover our reserved adjoining rooms of one king and two twins were not available. Instead of offering to upgrade us (to adjoining rooms, one with twin and the other with a king, but it was the junior suite), they offered us that option at extra cost. The only other option for joined rooms contained only twin beds, so we agreed to pay more. While the Starwood Gold standard at check-in is to upgrade a preferred member if there is space, this hotel does not subscribe to this same standard. We pointed that out to them, but did agree to the upsell in the end. Our biggest frustration and complaint, however, was that upon check-out, the staff arbitrarily increased the price of the room from what we had agreed to at check-in - an additional 50% of the nightly rate. We refused to pay the changed rate and were very upset at this outright attempt to gouge us. After a half hour, they gave up and we payed the originally agreed upon rate. Besides this personal bad experience, the breakfast buffet was large, but not good food, cleanliness was an issue and the room smelled musty. Other reviewers on this site have said the same thing about the musty smell and management has sloughed it off to the hot, humid climate. We currently live in hot and humid Singapore and I know this is only an excuse. The hotel definitely looked and felt dated, so likely our rooms and others are in need of renovation. They are renovating the Club lounge when we were there, so I am unable to comment on those facilities; there is a section of the first floor lounge being used as a temporary substitution. Having an outdoor pool was certainly enjoyable for everyone, although designed too deep for our youngest child. During our stay, we had some laundry done, which was freshly pressed and waiting for us after a long day at the rice terraces. What this hotel really has going for it is its location. It was a pleasure to wake up early every morning to the sun coming up over the river, with locals strolling or running along the footpath.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you very much for taking the time to post your comments on TripAdvisor.
We was sorry to learn of your concerns regarding your unpleasant experience with your room check-in and check-out. We would like to offer our sincere apologies for the disappointment you have expressed.
During this period the hotel had a high occupancy however our Front Office Agent should have inform you about the situation and upgrade you at once without any charge. On a more positive note we were pleased to read that you have enjoyed our laundry services and our hotel’s location.
I would be grateful if you could contact me, Rita Qin on firstname.lastname@example.org . As your wife is a SPG Gold member we are able to offer some SPG points equivalent to one night as token of apologies.
Of course we would have preferred to know the problems while our guests are still in our hotel however we are thankful to you for bringing them up in your comments.
We looking forward to receive your email and in the meantime we wish all the best.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.