MM518069****First off, this isn't about the staff; their work was perfectly fine, their attitudes and everything were great. The environment was impeccable, and the location was excellent, with Gulangyu Island directly across from our sea-view room. If it hadn't been for the room upgrade, I probably wouldn't have found any issues with this stay.
I originally booked a Deluxe Sea View Room, but the front desk said it was fully booked. The only remaining room was directly facing the elevator. To get away from the elevator, an Executive Room was the only option, so I chose to upgrade.
The Executive Room came with many extra perks (see picture), but seriously, are these so-called 'services' really designed with customer needs in mind? Honestly, if you didn't offer these services, I wouldn't even think about it. But if you're going to offer them, be generous and don't be so stingy.
You offer an 80-yuan laundry voucher that can't be stacked, and you can only use 80 yuan per day. For two people, that's not even enough to wash two t-shirts. If a guest only stays for one night, they can't even enjoy this service because clothes have to be dropped off before 8 AM (before check-in) and aren't ready until 6 PM the next evening (check-out is at 12 PM). So, the housekeeping staff directly refused to take our dirty laundry.
Free two-hour meeting room, free printing, free phone calls, free computer use—wow! So many freebies!!! Seriously, who uses these nowadays?
Then there's the 50-yuan hotel car voucher. A single ride starts at 260 yuan, even if you're going less than 5 km, and it's only for destinations within the island. Isn't giving out this 50-yuan voucher just annoying? Oh, and there's a 128-yuan massage voucher, for massages that start at 400 yuan.
Either you generously offer a proper, genuinely useful free service that everyone would use, like a free airport transfer, a free laundry service, or a free massage, etc., or just don't offer anything at all. People who can afford executive floors aren't looking for these petty discounts. But it's really quite irritating to list so many things that 99% of people won't use.
And your executive lounge – hardly anyone goes up there anyway. The juices are all concentrated; they're not even willing to offer freshly squeezed. They claim it's available 'all day'. When checking out, I thought since it was a weekend and occupancy was high, I didn't want to inconvenience subsequent guests. Even though I could have extended my check-out, I decided not to, and just planned to go to the executive lounge to wait for my high-speed train for about an hour after regular check-out. I was refused. There's nothing in the executive lounge during the day anyway, just a few bottles of water. I wasn't some regular floor guest trying to sneak in; why couldn't I even sit in the executive lounge for a bit???? So then I decided to just extend my check-out, and they reluctantly granted it, citing high occupancy. I was speechless. I stayed for three nights and only went to the 26th floor once. I really don't understand who benefits from all these 'rules' and 'freebies' you've set up.
For guests planning to travel here, setting aside these 'additional services' of the executive floor, everything else is pretty good. If you book an executive floor, remember to check in before 6 PM on the first day, and when checking out, strongly insist on a late check-out until 2 PM! Oh, and if you order takeout, it's best to have the delivery rider wait for you in the lobby and pick it up yourself. Otherwise, they won't be allowed into the lobby and will put your food in a locker, which then requires you to register, log in, enter a password, personal information, and a bunch of other messy stuff first. Their robots only deliver the hotel's own food.
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