Report On Our Stay At Guilin Park Hotel 2 July, 2012
During our stay in China all hotels were excellent and the service was suburb, with the exception of the Guilin Park Hotel and their arrogant manager Mr. Long Zhuliang of the International Emperor Chamberlain team.
Due to a flight delay, we arrived late in the afternoon and our China Odyssey Tours guide Mr. Lu assisted us to check in at the hotel. The check in went smoothly and our guide suggested that we take a walk around the hotel along the river as it was a warm and beautiful evening and the lights were coming on over the river.
We went for a swim in the hotel swimming pool followed by a walk along the river, returning to our hotel at approximately 20h30. We then went to the restaurant for dinner as we were very hungry, as we had not eaten since breakfast that morning. We were aghast to discover that the hotel restaurant was closed.
We went to our room and found the room service menu and attempted to order sandwiches from hotel room service. We were then informed that the western and room service kitchens had been removed from the hotel for upgrading (at the height of tourist season?) and only a Chinese restaurant remained, which had already closed for the evening promptly at 20h30. Why were we not informed of this by hotel staff at the time of our check in?
We went down to reception and called for the duty hotel manager and Mr. Long Zhuliang came and spoke with us explaining that the restaurant was closed at 20h30 and there was no room service available (even though the menus were still in our room with no note on them about the kitchen closures.) My wife asked him if they had there would be breakfast in the morning and he said yes. She then asked if the hotel had bread. He said yes. She then also asked if someone could not then make us a cheese sandwich from the breakfast food. He curtly responded “NO!” and walked away.
This man was unhelpful and uncaring towards his guests. He did not suggest any alternative restaurants or places where we could find food nor did he show any concern that we were not informed at check in that normal restaurant service nor room service was unavailable during our stay.
We went to our room where on our desk was a brochure describing the Philosophy of International Emperor Chamberlain hotels. It said: “Philosophy: Treating politely and sincerely, being harmonious and near and dear. Elaborate, considerate, perfect and nice, create comfort, provide chamberlain services.” This is not what we experienced from Mr. Long Zhuliang.
I intend to document our experience with this hotel on travel websites to share our experience about this hotel and its manager for fellow travellers.
Our beautiful room was on the 3rd floor I think, overlooking the pool and mountains and it was very...
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