The two stars on service, one for concierge one for the hotel bar’s waitress (Rose 游娜，a trainee but who offered us excellent service , made up for other issue we felt being unfairly treated).
The itself, being a historical building and all, looks magnificent. Even though the decor may seem dated, but inside our room was comfortable, and cosy, we got nothing to complain.
Concierge would accept our deliveries and helped with luggage and all, again, nothing to complain.
BUT, on the second day, the hotel housekeeping mistakenly took a huge bagful of our travel stuff ( including snacks, mini packed laundry detergents, biscuits, fruits, alcohol wipes , packed tissues etc), they simply throw away as garbage. We deliberately left it in a corner so it WONT be mistaken as rubbish. We did NOT leave it next to the bin, and we HAVE already taken out our takeaway boxes.
Because we did not at all expect this to happen at a five star hotel , we did not realise it was missing until the next morning when we were getting ready to leave for train station. At this point, when we called, the hotel told us, housekeeping merely thrown out two EMPTY takeaway boxes, that was NOT true! They could confirm it from surveillance camera that it’s s about heavy yellow bag been taken out instead of two empty takeaway boxes.
Yes, perhaps it’s not valuable, it’s not a gold chain or a camera, but it’s something very handy to our long journey , and their initial response was not acceptable. We are also not sure what other small things we have left inside the bag ( Because we didn’t think someone will throw it out!!!!).
It was obvious it’s not a bag of garbage, if they were not sure why not keep it until we are back and ask? In all the years staying in any international five star hotel chains, we’ve never had to deal with such situation …
And one more thing, made us uncomfortable, was before we depart we decided to have a drink in the hotel bar. I asked the bar staff for two Proseccos, she replied if it’s the bubbly free drink being offer upon check in. I spent about 60rmb for two sips, and only to find out it was offer for free which we never been offered upon our arrival ( was nobody else just us two on the arrival night).
However. After hearing my complain, the bar staff Rose was very thoughtful gave me a second pour, I still paid, but at least feeling not as mistreated. Perhaps this just the final straw on the pile.
On check out, the front desk staffs were busy, no one asked how was our stay , so I did not tell them our experience as above, I had only this one chanel to let out.
Legend, not so legend.
传奇酒店让我期待已久，毕竟全球六家，而且在西安的历史建筑内，所以完全没有考虑其他酒店，哪怕我本身几乎不住索菲特，也没有用过accor的loyalty program。
酒店所在建筑的确很棒，我很喜欢，里面的设施也都达到需求。礼宾部前台都很有礼貌，让人觉得很帮助。但是我遇到了两件事，让我觉得以后恐怕不会回来。
1，我们有一个旅途中用的袋子（黄色**超市袋，里面是一个大的绿色纸袋，因为**袋子不怕脏放在火车站火车上地上都不担心弄脏，到家了直接拿下来丢掉即可）。里面放了各种小零食，全部可以肉眼看到没有拆开，还有路上用的小包纸巾，ole买的小包酒精湿纸巾，还有小号垃圾袋，以及旅行装洗洁精等。我们把它放在书桌边上的一个墙角，特地放得离垃圾桶区域远一些（房间也没有很多空间放东西我们也不能当路中间）。在我们用完了外卖以及快递后，按照酒店茶几上放的小牌子的要求，打电话请客房部也来收走了。我们理解古建筑立面万一染上污渍会比较难清理。
结果我们离开了一个白天，回来也没特意检查，毕竟这是我们住的地方，我也不想一天到晚防贼一样，也没有对自己的物品拍照。到了第二天我们准备收拾东西离开酒店了，发现这个袋子不见了，这是一个至少有8-10斤左右的袋子，不会轻易错过，于是我们致电酒店管家，在插叙后，告知的确丢掉，但就是一包里面两个空外卖盒… 这是让我最生气和不愿意接受的部分，不小心处理了，不能理解也得理解，但是总不能说瞎话，cctv调出来，我来看看这位清理人员拎出来的是什么东西？？？ 随便看一眼就看到里面的东西都是没有吃过没有用过，就算不确定我也能理解，为什么不放半天等客人回来了确认一下？这里面没有任何异味和汁水，存放一下并不会妨碍你们的酒店。或许对酒店来说，都是些不值钱的东西，没了就没了，有什么好抱怨的，但是将心比心，东西的价值很多时候不在意实际价钱的高低。我们在外面旅行，这些东西是我们的需求，不是钱能买的。
第二个点，我们在离店前，去酒店的酒吧喝一杯，我问吧台服务员点起泡酒（之前我在房间点过，意大利起泡酒），她问我是不是入住时候免费送的起泡酒，我当时就愣了，入住的时候，没有任何人offer我们任何到店饮品。而且到店时就我们俩没有别的客人（所以不是因为太忙）。我拿着一小杯我要付钱别人免费的起泡酒加上被丢了东西，心里不是滋味，不患寡而患不均。是，说我小气，60多一杯的酒在这儿**… 我朋友点了个咖啡，我看到旁边来了另外两个客人，其中一位和一个服务员说，我上次来你们也送的哦，别忘了哦，服务员轻声说知道知道。之间随她的咖啡一起来的，是一份曲奇饼干… 看这个我们桌上孤零零的饮品，心里又是一根稻草压上去。
可能吧台一位员工看到了这个问题，她还是个实习生，也知道了我关于免费不免费起泡酒的不满，于是主动给我续了一杯酒，还拿了饼干（虽然我们也没有吃）、但是心里好受了很多。人真是奇怪的动物（我自己），确实这些都是小东西小细节不值钱可能，但是感觉不公平那就像损失了一个亿，同样是客人为什么没有标准化的服务流程，需要客人去“哭奶喝”，… 逼着大家小气。我不知道这个酒店开了多少时间，但是与传奇这个品牌相比，远远还做的不够。希望传奇品牌有的不紧是历史人物们踏足过的辉煌， 更能够创造属于自己新的传奇。
Cemerlang
1798 Ulasan