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“Valentine Day Hell”

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Chateau Star River Hotel
Ranked #58 of 3,517 Hotels in Guangzhou
Certificate of Excellence
Reviewed June 4, 2013

It's taken a few months to get over our experience at Chateau Star River. My husband booked this as a stay-cation on Valentine's weekend. The whole experience from start to end was a joke. This 5* hotel, like many things in China, was a fake. From fake Occitane soap in the bathroom to fake french wine in the restaurant, you really started to question what was real about the 5* experience.
We booked a spa suite (with two jacuzzi bath tubs facing the river) as advertised (and illustrated with a photo) on their website, but on arrival were given a room with one small bath tub facing a TV screen. When we pointed out the discrepancy with their website, there was no sense of regret to apology. Eventually, after really digging our heels in, we were moved to a room on the spa floor, complete with jacuzzi bath and cockroach under the bed. By this stage we just wanted to get on with our one night stay. A game of tennis went smoothly and the courts are well maintained (though they are at an extra cost).
Dinner was another fiasco…We dressed up for dinner in anticipation of some fine dining at the Grill room. However, when we got to the restaurant floor, it turned out that the Grill Room was only open at Christmas and Canton Fair time (really?!?!?) and our only option was to pay for the Valentine's Day buffet in the mezzanine cafe. The buffet was overpriced, cold and just a little odd (think steak and fish on the same plate as a choux pastry swan with cream and red fruits).
We are not new comers to China and are always ready for a surprise or two but the Chateau Star River took our breaths away. They are charging international 5* prices but delivering little better than 2* service.
The Leading Hotels of the World should probably review their offering in Guangzhou. Of their three options in Guangzhou, two of them are Chateau Star River and it's sister hotel (both far from the city centre) and the last one is the White Swan (which is currently closed for refurbishment until Spring 2014).

Room Tip: Just stay away.
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  • Stayed: February 2013, traveled as a couple
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2  Thank Muriel C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
marketing c, Marketing Specialist at Chateau Star River Hotel, responded to this reviewResponded June 13, 2013

Dear Guest,
Thank you for your feedback. I'm sorry to hear about your staying which is not we expected. Regarding to the Grill Room, it is a special place in the hotel and you can require basic information from our staff. E-Cafe will have various food festivals within a year and there are Frecnch and South American Food Festivals in this Summer, hope you can reative your passion to our hotel. Besides, we recommand you to have a try in Always Cantonse Restaurant, tasting authentic Cantonese food.
You suggestions will be tranfered into our strength to make improvement. Thank you!

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Reviewed January 18, 2013

One of the hotels where the hotel has two magnificent lobbies one for the rooms and one a general lobby.
One of the hotels where living is a life apart
One of the Hotels which has a number of residencies within the complex
One of the Hotels which is every tourists dream to live in
One of the Hotels that has huge rooms where living is pleasure

  • Stayed: June 2012, traveled on business
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Thank amduggal
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
marketing c, Marketing Specialist at Chateau Star River Hotel, responded to this reviewResponded June 7, 2013

Dear Guest
Thank you for taking time to provide your feedback regarding our hotel and your great support for us.
Looking forward to serving you next time!

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Reviewed December 2, 2012

The reason why came to this area was just because of the zoo. Staying in this hotel was just a 2nd choice as we intended to book the hotel in Chimelong but it was full. Eventually, it turn out to be a very good experience to me and my family

The hotel is relatively new. The room is very nice and clean, free internet is provided.

We arrived in the morning and had a Dim Sum lunch at the Chinese restaurant before departed to the zoo. Although the restaurant's environment and the services are good, the food basically does not meet 5 stars hotel standard.

  • Stayed: November 2012, traveled with family
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1  Thank HappyTravel0504
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed November 12, 2012

This hotel was suggested by my business associate in Hong Kong that I was travelling with for the Canton Fair. She insisted we stay here because she had so many past favorable experiences and her customers were always happy. There were not alot of reviews on this hotel on TripAdvisor from business people from the USA and so I was hesitant. From the moment we entered the lobby I was swept away by the grandeur, the beauty and the genuine friendliness of the hotel staff. The immense marble lobby with crystal chandeliers, piano music and comfortable seating areas was only the beginning. The 2 pool areas were gorgeous (indoor and out). The jetted area of the pool was warmer than the pool water but not hot like a jacuzzi. The hotel has several good restaurants. Our room rate for the Canton Fair included the daily breakfast buffet which offerered many food options for European, Asian and Western tastes. It also included free coctails in the evening after the show. The shuttles to and from the Fair were included and were very nice, air conditioned, motor coaches. Nick was the name of the young sales manager and he was always around chatting with guests and making sure everyone was happy. Most of the staff I encountered spoke English.

We had 2 suites and this worked out so well because we were able to have meetings with our suppliers and potential suppliers in the sitting area of the suite which had it's own mini bar area, flat screen TV and powder room. The bedroom could be completely closed off with sliding doors. When the sliding doors to the bedroom open the view and the balconies are spectacular. The full bath was huge and had a shower with rainwater head, a large soaking tub with a televsion over it, 2 sinks and a balcony. How nice at the end of a long day to enjoy a long, hot soak in the tub while sipping a coctail and watching TV. I had a king size bed and is was so comfy with many pillows and another flat screen television in front of the bed. There was nothing I needed that the suite didn't have: adapators, blowdryer, desk accessories like scizzor and staplers, a large safe, robe, slippers, many toiletries, a compimentary wet bar that was replenished with water and soda each day; a coffee/espresso maker with a variety of coffees and teas. The Chateau Star was the perfect mix of high end, exclusive hotel with an international clientel and genuinely friendly, caring service. I have stayed at some very nice places in the world including many Ritz Carltons and Four Seasons but none that compares to this place. Check out my pics. Also-please note there are 2 hotels in GuangZhou with the same name. Make sure you book this location and not it's newer sister location-which I did but then corrected. All in all, this is not an inexpensive property but when you add up all that they include and how beautiful the hotel and staff are you will understand that it is a terrific value. I look forward to my next visit!

Room Tip: If you will be conducting any meetings the suites are a wonderful option.
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  • Stayed: October 2012, traveled on business
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1  Thank likethewind27
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed October 29, 2012

Everything in this hotel is an absolutely pleasure to experience (Room, food, foot massage, tennis courts and service). The breakfast can be very busy, but I stayed during the Canton Fair show, so it will be like this everywhere. If you look a pictures from the hotel, they do not lie. This hotel is fantastic and the service is great. The beds in this hotel are probably 3 meters wide and made soft for western people. If you go to Guangzhou by train or plane, ask the hotel to book a car for you to pick you up. It will be a little more expensive, but the taxi drivers will rip you off, if you are not experienced in the city.

Room Tip: I do not think this hotel will have bad rooms - But higher floors should be better.
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  • Stayed: October 2012, traveled on business
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1  Thank Hart_Johansen
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed October 19, 2012

This hotel is relatively new and very luxurious. The staff were so friendly and helpful. The room was huge , the bed was the biggest I have ever seen.The bathroom was also huge and even had a tv installed .The breakfast available would suit any nationality as it had so much variety and was top quality.Every one of the staff spoke English ,some better than others however I had no problems communicating. They had a free bus every half hour to the Canton Fair which was about 10 minutes drive. There was live music in the foyer area in the evening and on one night had a welcome evening with live music ,free drinks and food cooked by a Portugese chef (the cod wrapped in bacon soooo good ). In general it was one of the best Hotels I have stayed in.

  • Stayed: October 2012, traveled on business
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1  Thank RossCSydney
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed September 4, 2012

A tired businessman that is looking for the care factor often missed in the chaos of language barrier and cultural conflicts can be most assured that comfort and quality will be found at his very well appointed hotel.
The staff are well trained and genuinly care for their guests.
requests that normally seem unprecedented are not frowned upon, instead they are looked at as opportunities to please.
I highly recommend the hotel and its staff, in particular the outstanding customer/guest relations officer known as 'Jean" who even refused to accept a tip.

Room Tip: views from the higher floors give better perspective
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  • Stayed: August 2012, traveled on business
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1  Thank CongiaEnterprises
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Chateau Star River Hotel

Address: No.1 Panyu Road North, Panyu District, Guangzhou 511430, China
Location: China > Guangdong > Guangzhou
Amenities:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #58 of 3,517 Hotels in Guangzhou
Price Range: $112 - $274 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Chateau Star River Hotel 4.5*
Number of rooms: 307
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