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“Double Billed and Won't Refund”
2 of 5 bubbles Review of Pan Pacific Suzhou

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Pan Pacific Suzhou
Ranked #6 of 1,418 Hotels in Suzhou
Certificate of Excellence
Kansas City
Level Contributor
24 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 25 helpful votes
“Double Billed and Won't Refund”
2 of 5 bubbles Reviewed December 4, 2012

First, the bad. Then honest account of the good.
Double billed: My wife, two children and I traveled to Suzhou. Since there were four of us, we booked two rooms. At check in, I put my credit card on file for my room (with son) and wife used her credit card for her room (with daughter). The hotel, we found out later, billed all expenses -- both rooms -- on my card and then AGAIN charged her card for her room. We've tried to contact the hotel repeatedly, and they won't respond. We have the hotel folio and credit card receipts that prove it. I would not stay here again simply due to the fact that the hotel cannot be trusted.

The good. Suzhou is a beautiful city, and the hotel is located about 2 miles from the main river walk area. We love to walk, so this isn't a big deal. Hotel was nice appearing, with beautiful grounds, pools and a terrific breakfast (included in some rates). Concierge was very helpful.

So-so: Our rooms were "non-smoking" yet had smoke smell and ash trays. They did a decent job in covering the smell, but the hallways were VERY smokey. Rooms were nice and bathrooms very nice and modern.

Side trip: Do go to the riverwalk area. It is just beautiful, with shops, restaurants, food stands and great people-watching. People there are also so friendly.

Overall: We would have rated this hotel higher had the staff just responded to our repeated request to fix the bill. But this is a significant matter; if the hotel is more concerned with receiving unearned money than customer satisfaction, how can you trust it. We gave them nearly two months to respond.

Room Tip: Ask ahead of time, again and again, if the rooms are non-smoking.
See more room tips
  • Stayed October 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank KCTravelers50
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ye Y, Manager at Pan Pacific Suzhou, responded to this review, December 5, 2012
Dear KCTravelers50,

We regret to hear that there was this problem during your stay in our hotel. We would appreciate if you could provide us your name, check-in date and the number of the rooms you stay in. We will check with our reception and get back to you as soon as possible.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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963 reviews from our community

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Rating summary
  • Sleep Quality
    4.5 of 5 bubbles
  • Location
    4 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
Traveler tips help you choose the right room.   Room tips (79)
Date | Rating
  • Chinese (Traditional) first
  • Chinese (Simplified) first
  • Danish first
  • Dutch first
  • English first
  • French first
  • German first
  • Italian first
  • Japanese first
  • Korean first
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  • Russian first
  • Spanish first
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English first
Singapore
1 review
5 of 5 bubbles Reviewed November 20, 2012

I travelled recently to China for a company meeting which included the weekend (never a happy thing!). Moreover, my company decided to have the meeting in Suzhou instead of nearby and exciting Shanghai... my mood flying to China wasn't great.

What a surprise!!! The hotel is beautiful, the staff is attentive without bugging you, the restaurants I tried were very good (we even had the support of the F&B Manager with great tips on food and what to do about town).

Conclusion. great hotel and I recommend it to anyone in that side of the world!

Room Tip: Facing the garden not the street.
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  • Stayed October 2012, traveled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Thomas M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ye Y, Manager at Pan Pacific Suzhou, responded to this review, November 20, 2012
Dear Thomas M,

Thank you very much for your review. It is our pleasure to know that our hotel turned out to be a surprise for you. We are glad to hear that you enjoyed your stay. Wish you could stay a few more days next time you come to explore Suzhou and visit the historical attractions here. Thank you again for your compliment and recommendation.
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Amman, Jordan
Level Contributor
19 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
4 of 5 bubbles Reviewed November 17, 2012 via mobile

If you're in for a business trip you'll wish to have one extra day to explore the hotel gardens. Rooms are spacious with an old style balcony they have a lovely hiking / jogging track. Indoor & outdoor pools are also quite nice. Overall one of the best places inexperienced in Suzhou.

  • Stayed November 2012
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Daoud_Abdo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ye Y, Manager at Pan Pacific Suzhou, responded to this review, November 19, 2012
Dear Daoud_Abdo,

Thanks for your positive review. We are very glad to learn that you liked our hotel facilities and the environment. Wish you had a great time in Suzhou and welcome back to stay with us.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Shanghai, China
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 3 helpful votes
5 of 5 bubbles Reviewed November 11, 2012

Stayed for the weekend as a relaxing getaway with my family and thoroughly enjoyed it.
Wonderful lunch in the Chinese restaurant and excellent dinner in the Italian at night. Seafood was awesome.
Exec rooms are spotlessly clean and well appointed.
Staff very friendly and helpful, was picked up from the train station with no problem.
We all enjoyed walking around the gardens as well.
Breakfast was also very good with excellent variety.
Defiantly recommend this hotel for anyone looking for great place to stay in Suzhou.

  • Stayed November 2012, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Richard G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ye Y, Manager at Pan Pacific Suzhou, responded to this review, November 19, 2012
Dear Richard G,

Thank you very much for your review. We are pleased to know that you enjoyed your stay in our hotel including the food and staff service. We welcome you to come back again in the near future. Thanks again for your recommendation.
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Shanghai, China
Level Contributor
4 reviews
4 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 bubbles Reviewed November 11, 2012

Had a great weeks getaway from Shanghai.

Only an hour door to door and didn't leave the hotel.

Room was very big and well fitted out. The food in the italian and Chinese restaraunts was great and they gym and pool are some of the best I have seen in China.

Very friendly staff. They couldn't do enough to keep us happy.

Confidently recommend the property to anyone heading to Suzhou.

Room Tip: Ask for the club rooms in the new wing.
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  • Stayed October 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Udo D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ye Y, Manager at Pan Pacific Suzhou, responded to this review, November 12, 2012
Dear Udo D,

Thank you very much for your review. We are glad to know that you had a great getaway in Suzhou. Our pleasure to keep you happy with our facilities and service. Please come back and stay with us sometime soon. Again thanks for recommending our hotel.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Brisbane, Australia
Level Contributor
75 reviews
12 hotel reviews
common_n_hotel_reviews_1bd8 28 helpful votes
5 of 5 bubbles Reviewed November 10, 2012

The water town of Suzhou has an amazing hotel in the heart of the city. The hotel is like an old Chinese wall town. Adjacent to the hotel and for use of guests are beautiful gardens adjacent to the Pagoda. We enjoyed all the hotel facilities and in particular the food and wine. For afternoon tea we had beautifully served high tea and I enjoyed the sweet treats on offer even though I am not usually a 'sweets' person. The service was exceptional. The hotel is comfortable and the staff are very friendly and welcoming.

  • Stayed October 2012, traveled with friends
    • Value
    • Location
    • Sleep Quality
    • Cleanliness
    • Service
Helpful?
Thank Deborah D
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ye Y, Manager at Pan Pacific Suzhou, responded to this review, November 12, 2012
Dear Deborah D,

Thank you very much for your review. We are glad to know that you enjoyed your stay in Suzhou and its environment. It is also our pleasure to create a memorable hotel experience for you with our food & wine and service. Hope to see you and your friends again.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
shanghai
Level Contributor
30 reviews
17 hotel reviews
common_n_hotel_reviews_1bd8 16 helpful votes
4 of 5 bubbles Reviewed November 5, 2012

Pan Pacific is located in a perfect situation adjoining the pagoda in Suzhou. The hotel design is superb, reminiscent of an ancient Chinese temple. Service is very good which is not always the case in this location and the buffet restaurant is acceptable. Breakfast was extremely busy and had been dessimated by a number of local groups, not really the staff's fault but many dishes were not available. Overall a good experience and to be recommended.

  • Stayed October 2012, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Michael B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ye Y, Manager at Pan Pacific Suzhou, responded to this review, November 7, 2012
Dear Michael B,
Thank you very much for your positive review. It is our great pleasure to know that overall you enjoyed your stay in our hotel. Your feedback is also very helpful and important to us. We will try our best to improve our service in every respect. Hope to see you again in the near future.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Pan Pacific Suzhou

Property: Pan Pacific Suzhou
Address: No. 259 Xinshi Road, Gusu District, Suzhou 215007, China
Phone Number:
Location: China > Jiangsu > Suzhou
Amenities:
Bar / Lounge Beverage Selection Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#3 Spa Hotel in Suzhou
#6 Best Value Hotel in Suzhou
#6 Luxury Hotel in Suzhou
#6 Romantic Hotel in Suzhou
#8 Business Hotel in Suzhou
Price Range (Based on Average Rates): $
Hotel Class:4.5 star — Pan Pacific Suzhou 4.5*
Number of rooms: 480
Official Description (provided by the hotel):
Pamper your senses at Pan Pacific Suzhou, a private paradise in the heart of a city steeped in Chinese artistry, culture and tradition.Indulge in the culture of this quaint charming city at a sanctuary that fuses the artistry of local architecture with contemporary luxury. Pan Pacific Suzhou offers modern-day conveniences, outstanding service and state-of-the-art amenities. Let us inspire your imagination and heighten your senses with a stay at our 5 star hotel.Flanked by a magnificent backdrop of traditional gardens, our luxury hotel is just a one-hour drive from Shanghai, close to Lake Taihu and Hanshan temple. Spend time exploring Suzhou, savour gourmet meals, tempt your senses at our spa, or experience enchantment in our silk boutique. Discover your own private paradise at the Pan Pacific Suzhou hotel, where tranquility reigns. ... more   less 
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Also Known As:
Pan Pacific Suzhou Hotel Suzhou
Sheraton Suzhou Hotel

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