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.
- 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