Location of the hotel was good - connected to Tee Mall and close to the metro station. Told the hotel manager that it was my husband's birthday and we got a free room upgrade, a complimentary cake and red wine. In addition, we found a lower rate on a third party booking site and highlighted to the hotel which honoured its best rate guarantee. Everything prior to arriving at the hotel was perfect.
Unfortunately, when we go there, the service wasn't great. First of all, it was not clear which counter was the Concierge counter. On day 2, we went to the wrong counter (a check-in counter) and proceeded to ask for help to book a table for two persons at a restaurant at the Ritz Carlton hotel. We were rejected outright, and the person at the check-in counter (I wish I'd gotten his name) refused to call for us nor did he point us to the Concierge counter. Instead, he told us to go to our room to make the call. When we insisted that he make the call for us, he grabbed my mobile phone (without asking) and tried to call Ritz using my mobile phone. Not sure whether there is some internal policy at Sheraton that disallows staff to make reservations for Sheraton hotel guests at "competitor" hotels. Even if that were the case, it was most unpleasant to have my mobile phone snatched away from my hands by a hotel staff. On day 3, we finally figured out which counter was the Concierge counter, and asked for the cruise departure schedule for the Pearl River Cruise. The staff, Ashin Huang, refused to help us at first, saying he didn't have the schedule. It was only when I told him that I had seen the schedule on the Internet did he agree to help me. Of course, he magically pulled it off the Internet in less than 2 minutes, which means he was not unfamiliar with the site. When my husband told him off, Ashin had the cheek to laugh. I doubt it's a cultural difference issue (I'm Chinese too) but I honestly didn't think there was anything funny about poor service standards at a brand name hotel like Sheraton. Not sure if the hotel manager thinks otherwise.
- Official Description (provided by the hotel):
- Sheraton Guangzhou Hotel located in the heart of Guangzhou's Tianhe central business district, situated at the hub of 2 major metro lines, and BRT terminal, which provides fast access to Pazhou International Convention Centre. Approx 40 minutes away to Baiyun International Airport and 5 minutes drive or 2 stops by the metro to GZ East Railway Station. ... more less
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