Pengguna Tetamu
18 April 2025
We chose this hotel because it is the nicest hotel near where my family lived. Normally we expect a 5-star hotel to have competent English speakers, decent in-room dining options, concierge service, and more. The rooms were nice enough and very spacious, but the service was some of the worst I have ever experienced.
1. If you order food delivery from outside the hotel, instead of having a robot or person bring it to your door like in every single other hotel (even 3-star ones in China), they require the delivery rider to place it in the ******* lockers OUTSIDE of the hotel, which is quite a far walk from the rooms given the size of the building. When pressed on the reason why this is the case, they insisted it was due to "food safety" reasons. Apparently literally every other hotel in China doesn't have problems with "food safety".
2. The room service is awful. Given they refuse to bring any food delivery to your door, one would expect that the in-room dining experience would be good. In fact, it is once again some of the worst room service we have ever had. Despite there being multiple nice restaurants in the Hotel, none of them are allowed to send food up to the rooms. The room service menu is limited to a pathetic selection of 6 menu items. Even this awful selection is not always in stock, and there was one instance where they only had a single menu item. Not to mention it tastes bad and is expensive. A single dish costs close to 70RMB!
3. Barely anyone in this hotel speaks English. That was fine for me since I speak fluent Chinese, but my partner cannot. Multiple times when we had issues, they promised they would send someone up who spoke English. For example, my partner had to order room service themselves and they were redirected across 4 different people, NONE of whom could speak English. I then called from outside the hotel asking them what the problem was, and they promised they would send someone up who spoke English, then proceeded to send someone who spoke NO english!
Taking into account the price, mediocre location, and above all abysmal service, save your money and book somewhere else. JW Marriott is the same price and doesn't have these problems, and I assume the same for other luxury hotels in Chengdu.
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