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“Sad excuse for a 5 star Hotel”

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Sheraton Guilin Hotel
Ranked #7 of 659 Hotels in Guilin
Reviewed July 30, 2013

* Picked up at the airport by hotel car - asked for some music and was told no.
* Booked a club level room - unfortunately there was no club lounge - closed.
* Went to the advertised restaurant on the 7th floor (Mediteranean) - closed.
* Welcome drink upon arrival - was never offered - when asked i was told i could have a soft drink.
*Eventually settled in and went to the lobby for something to eat as that was where we were directed due to the club lounge not being open. Firstly we were told what ever we ordered would be 40 minutes as they were busy - the area was actually quiet. I ordered a pizza to share and was told there was no cheese ??
* Breakfast buffet was not 5 star standard. pancakes were like hard plates - inedible.
Will never be back.

  • Stayed: July 2013, traveled as a couple
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2  Thank Graeme M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonGuilinHotel, Sales Specialist at Sheraton Guilin Hotel, responded to this reviewResponded August 4, 2013

Dear Guest,
Thank you for taking the time to post your comments on TripAdvisors. We are sorry to read about your disappointing experience in our hotel. In deed we had to close the Club Lounge due to its renovation (seat capacity, carpet, enlargement of the area). As our Riviera is connected to it, we had to close it as well due to the strong smell of paint / varnish and dust all over. To accommodate our Club members our Lobby Lounge provided similar snack, however our members could choose whatever drinks without limitation on the choice.
In regards to the pizza it takes usually around 20 minutes, we are sorry that our staff mentioned such a length of time. For the welcome drink a small voucher was given to all guests to choose any kind of soft drinks at The Lobby Lounge. Obviously it has not been given at check-in; once again we would like to apologize for it.
We have informed our Executive Chef to prevent his staff to pre-cook the pancakes as they will be not anymore soft and tasty as they should be. Thank you for bringing it up to our intention.
Please be assured that all these issues have been raised and appropriate actions have been done to prevent any guests being similarly inconvenienced in the future.
I trust you will accept that what you have experienced is certainly not reflective of our normal standards.
Should you come back to our hotel, please contact me directly and we will do our best to make your stay more enjoyable.
Best regards,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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413 - 419 of 1,245 reviews

Reviewed July 28, 2013

This is a very nice hotel and seems to have been recently remodeled. It is close to the market and across the street from the river. What made my stay here really special was a hidden gem. I had just arrived in Guilin and did not feel like investing a lot of time in finding a place to eat. Not wanting western style food I asked the restaurant staff if they knew of a place where local style food was served that was close by. They directed me to an out of the way dining room in the hotel where a woman was playing an instrument that I believe is called a Guzheng. The food was great and the music was fantastic! Thanks to this combination the meal became truly one of the most memorable experiences of my life.

  • Stayed: January 2013, traveled solo
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Thank Brant S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonGuilinHotel, Sales Specialist at Sheraton Guilin Hotel, responded to this reviewResponded August 1, 2013

Dear guest,
Warm greetings from The Sheraton Guilin,
Thank you for taking the time to send your comments on TripAdvisor.
We appreciate your positive feedback and your comments have been shared with the team who are proud to have made your stay pleasurable.
We hope to have another opportunity to welcome you to our hotel and thank you for choosing The Sheraton.
Best regards,

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Reviewed July 28, 2013

My spouse is a Starwood Preferred Gold Member and used to a certain standard of service and consistency at any of these hotels, no matter what the level of hotel. The Sheraton Guilin failed miserably in this sense. We were traveling as a family of four (children aged eight and six) and arrived late afternoon to discover our reserved adjoining rooms of one king and two twins were not available. Instead of offering to upgrade us (to adjoining rooms, one with twin and the other with a king, but it was the junior suite), they offered us that option at extra cost. The only other option for joined rooms contained only twin beds, so we agreed to pay more. While the Starwood Gold standard at check-in is to upgrade a preferred member if there is space, this hotel does not subscribe to this same standard. We pointed that out to them, but did agree to the upsell in the end. Our biggest frustration and complaint, however, was that upon check-out, the staff arbitrarily increased the price of the room from what we had agreed to at check-in - an additional 50% of the nightly rate. We refused to pay the changed rate and were very upset at this outright attempt to gouge us. After a half hour, they gave up and we payed the originally agreed upon rate. Besides this personal bad experience, the breakfast buffet was large, but not good food, cleanliness was an issue and the room smelled musty. Other reviewers on this site have said the same thing about the musty smell and management has sloughed it off to the hot, humid climate. We currently live in hot and humid Singapore and I know this is only an excuse. The hotel definitely looked and felt dated, so likely our rooms and others are in need of renovation. They are renovating the Club lounge when we were there, so I am unable to comment on those facilities; there is a section of the first floor lounge being used as a temporary substitution. Having an outdoor pool was certainly enjoyable for everyone, although designed too deep for our youngest child. During our stay, we had some laundry done, which was freshly pressed and waiting for us after a long day at the rice terraces. What this hotel really has going for it is its location. It was a pleasure to wake up early every morning to the sun coming up over the river, with locals strolling or running along the footpath.

  • Stayed: July 2013, traveled with family
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1  Thank GKAIZ
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonGuilinHotel, Sales Specialist at Sheraton Guilin Hotel, responded to this reviewResponded August 4, 2013

Dear Guest,
Thank you very much for taking the time to post your comments on TripAdvisor.
We was sorry to learn of your concerns regarding your unpleasant experience with your room check-in and check-out. We would like to offer our sincere apologies for the disappointment you have expressed.
During this period the hotel had a high occupancy however our Front Office Agent should have inform you about the situation and upgrade you at once without any charge. On a more positive note we were pleased to read that you have enjoyed our laundry services and our hotel’s location.
I would be grateful if you could contact me, Rita Qin on rita.qin@sheraton.com . As your wife is a SPG Gold member we are able to offer some SPG points equivalent to one night as token of apologies.
Of course we would have preferred to know the problems while our guests are still in our hotel however we are thankful to you for bringing them up in your comments.
We looking forward to receive your email and in the meantime we wish all the best.
Best regards,

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Reviewed July 27, 2013

Location is perfect, staff very professional and friendly, facilities good, excellent breakfast and buffet dinner, rooms are a little old and hopefully will be refurbished soon. It is always my favorite hotel in Guilin.

Room Tip: the best place to stay in Guilin for a 4.5-5* hotel. My favorite. Almost next door to the pedestri...
See more room tips
  • Stayed: May 2013, traveled with friends
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Thank Bonita B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonGuilinHotel, Sales Specialist at Sheraton Guilin Hotel, responded to this reviewResponded August 1, 2013

Dear guest,
Warm greetings from The Sheraton Guilin,
Thank you very much for taking the time to post your comments on TripAdvisor.
We really appreciate your valuable comment and we have shared your feedback with our management associates.
We hope to have another opportunity to welcome you to our hotel and thank you for choosing The Sheraton.
Best regards,

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 20, 2013

We spent 3 nights in this very green and water surrounded city. The Sheraton is a nice hotel, but it lacked the ambience of others we have been lucky enough to have stayed in during our recent trip to China. Unfortunately, the Club lounge was closed for renovation and the substitute utilisation of the Lobby Lounge did not work, in our opinion, but on the positive side, the hotel airport car transfer costs were very reasonable ( cheaper than others we have experienced) and the room laundry charges were significantly less than any where else we have stayed. The hotel front desk staff were also very helpful. In sum, a nice hotel to spend a few nights.

  • Stayed: July 2013, traveled with family
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Thank Dizzyonholiday
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonGuilinHotel, Sales Specialist at Sheraton Guilin Hotel, responded to this reviewResponded July 25, 2013

Dear guest,
Greetings from The Sheraton Guilin,
Thank you for taking the time to send your comments on TripAdvisor and we have shared your feedback with our management associates.
We are very sorry the club lounge was on renovation during your stay, and it will be finished by the end of July. Believe you will see our change next time.
We sincerely hope that we or my colleagues in another Sheraton will have the pleasure to welcome you again.
Best regards,

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Reviewed July 19, 2013

So happy to get to this hotel after a long flight. The bright welcoming lobby greeted me an I smiled from ear to ear. Rooms were clean and comfortable, staff was efficient and it was great for China standards. Loved the breakfast in the morning. It overlooked the lobby and my coffee cup was always filled. The food was east and west and lots of choices. It was a very good location close to everything. Was a wedding the next night so th own stairs was full of joyous guests. I lstayed in one night just to catch up on sleep and be happy after my travels I was in a comfortable, full service hotel. Highly recommended.

  • Stayed: July 2013, traveled with family
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Thank 59galtraveler
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonGuilinHotel, Sales Specialist at Sheraton Guilin Hotel, responded to this reviewResponded July 25, 2013

Dear guest,
Warm greetings from The Sheraton Guilin,
Thank you for taking the time to send your comments on TripAdvisor.
It's our honor to have you staying with us, and we're very happy that you had a wonderful time here. We sincerely appreciate your high evaluation and your comments are a wonderful compliment for us.
We hope to have another opportunity to welcome you to our hotel and thank you for choosing The Sheraton.

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Reviewed July 17, 2013

Sheraton Guilin is a wonderful hotel with excellent Location and Service, Maybe I should call it "the old brand hotel", the international customers would like to choose it.
Shangri-la Hotel Guilin is the other popular 5-star hotel in Guilin, and more and more people ask to reserve Shangri-la Hotel this two years.
Location
Sheraton: downtown Guilin, Suitable for business guests, best surrounding environment
Shangri-la: next to the Yushan Bridge, environment surrounding is not so good
facilities
Shangri-la: new and complete

Stayed: June 2013, traveled with friends
1  Thank wenqing x
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SheratonGuilinHotel, Sales Specialist at Sheraton Guilin Hotel, responded to this reviewResponded July 19, 2013

Dear guest,
Warm greetings from The Sheraton Guilin,
Thank you for taking the time to send your comments on TripAdvisor.
We are pleased that you like our location and service, and we have shared your feedback with our management associates.
Should you plan for another relaxing holiday, we are always here to welcome you back to The Sheraton Guilin.
Best regards,

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sheraton Guilin Hotel

Address: No.15 Binjiang Road, Xiufeng District, Guilin 541001, China
Location: China > Guangxi > Guilin > Downtown , Downtown River-view Area
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Spa Hotel in Guilin
#6 Luxury Hotel in Guilin
#15 Best Value Hotel in Guilin
Price Range: $74 - $110 (Based on Average Rates for a Standard Room)
Hotel Class:4.5 star — Sheraton Guilin Hotel 4.5*
Number of rooms: 408
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Also Known As:
Sheraton Guilin
Guilin Sheraton

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