Our tour agency pre-booked a 3 star hotel here, we read the reviews and they were terrible so we decided to book something ourselves. This hotel is allegedly a 5 star hotel and good price so we booked it. It wouldn't meet a 3 star by western standards. No staff speak english, reception staff are rude and we would have been lost if it wasn't for our guide who could translate. Our guide helped us to pre-order dinner from the restaurant, which came to our room that evening. Two waitresses came with 2 trays and one waitress accidentally dropped her tray on the floor in our room, the containers of sauce- ketchup and brown sauce were all in the carpet. She was embarrassed but we didn't say anything as we didn't want to make her feel bad. She cleared a bit of the mess and left the room. We sat waiting for 20 minutes with the mess on the floor until one came back with new sauce and cutlery. The mess still on the floor. We signalled that someone needed to clear it up, as they hadn't yet ordered housekeeping! Housekeeping eventually came and cleared some of it up.
The next morning in reception, our tour guide met us and said that WE needed to pay 100 RMB as we had spilt food on the carpet. Of course we were furious and insisted to speak to the manager who gave a feeble apology, and said that the worker must have lied.
I also prepared some clothes to go for same day laundry, I filled in the form and put the clothes in the hotel laundry bag. I explained to the guide that we need laundry done today. Reception asked me to bring down the laundry. I went to the room and got the bag and brought it back down to reception. The reception lady called over a housekeeping lady who took the bag and was starting to tip the bag upside down on the reception counter to count my laundry items. I couldn't believe such a thing! I shouted that no one needs to look at and count my underwear in the middle of the reception! She took the bag and counted around the corner. Yeah this is really 5 star service! Not!
After our tour that day the manager sent his apologies by sending some fruit to the room. That acknowledged that they took our complaint seriously, but still we would never reccomend this hotel. Of you want service, go somewhere else!
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