DDanicaDengMy stay at Chimelong Hotel wasn't as pleasant as I'd hoped, but I did encounter a remarkably dedicated and responsible staff member: Wu Ruke. I'd like to extend a special thank you to him. On my birthday, the 3rd, I had an unpleasant incident with another family at the White Tiger Restaurant. Mr. Wu, upon learning of it, immediately arranged a resolution. His warmth, thoughtfulness, and meticulous care were exceptional, and he proactively offered a great deal of help within his capabilities. He made me feel incredibly warm and cared for during my trip, and I truly hope this diligent employee receives recognition and commendation from the hotel!
However, other aspects of the hotel left me very dissatisfied. Check-in was incredibly slow; I had to prompt them multiple times after 3 PM to finally get into the room. I explicitly mentioned having a child and wanting to get in early so the child could rest, stating I didn't care about the room's cleanliness at that moment. Yet, they refused, forcing my two-year-old to wait until past 3 PM. There was absolutely no empathy or flexibility!
Regarding photos in the hotel lobby: on my birthday, the 3rd, it was raining heavily outside. I only received one free photo. After taking it, I asked if they could store it temporarily, but they immediately became unhelpful, saying it couldn't be stored and I had to take it with me, or put it in a locker on the basement level. Why couldn't I just come back later in the afternoon to take photos, or why couldn't they help contact a staff member to deliver it to my room? There was a complete lack of service awareness!
I booked the hotel through Trip.com, and every morning, I had to individually exchange for breakfast vouchers. The first day, I waited in a long queue, only to be told at the front that Trip.com bookings required a separate exchange. So, I had to queue again in the long line for Trip.com voucher exchanges. One staff member handling the exchanges was incredibly slow; others who arrived later were finished before I was even served. The efficiency was incredibly frustrating. Why should bookings made through Trip.com be treated as second-class, requiring a separate voucher exchange? Why couldn't this be confirmed and handled during check-in? Queuing twice in long lines early in the morning completely ruined my mood for the day.
Furthermore, the air conditioning in the hotel elevators was set too low, creating a huge temperature difference between inside and outside. My children had to be bundled up tightly every time we entered, fearing they'd catch a cold, and even adults got goosebumps.
I hope the hotel can improve its staff's service awareness. And again, a big thank you to Mr. Wu Ruke, who made my originally upset and sad birthday feel like the weather on the 3rd – the rain cleared up, and the sun came out.
Tunjuk Lagi