First of all, I decided to book this hotel because Trip.com use the name of this hotel “Merecure Hotel”.
And the booking in the app is also “Merecure Hotel” until I want to check the map in trip.com app when I arrived at the hotel to see the shopping/dining nearby ,it comes out to be “Starway Hotel”. Am I cheated ? Because if it is shown Starway Hotel at the start I will not go on this booking.
The only one good point of this hotel to me is the chatting with front office manager via wechat before I arrived. He is very kind and helpful with my questions about my trip at Xining. He also help me with the problems occurred during my stay at this hotel via wechat even though he is not on duty. Thank you very much for this help.
The hotel room that I checked in itself is quite rundown. The air-con is not working well that I have to sleep over my blanket for 2 nights and the hanging shower is not in good condition to use. The shower room caution “slippery” but there is no anti-slip mat provided. The bath gel box is too small to put together bath gel/shampoo and conditioner so I have to put one of them on the floor. If they use smaller bottle it will more convenient and look better. My first 2 nights the conditioner was left very little in the bottle and the house keeper never pay attention to refill it even though I put it in the middle of the shower room floor for her to easily see it.(The conditioner bottle was at first put near the face bowl) . Face washing bowl in my room is already broken but they still not change. I do not know how many stars of this hotel to keep using this broken bowl. Breakfast is so so as other hotel, nothing special.
But the most peak for me is the front office staff.
In the next morning after my first night before I left to train station for my Chaka Lake trip, I told front office staff that my room have to be repaired 3 problems about air-con, shower head hanging and toilet door noise. She said OK. Around mid-night I came back to my room there is nothing change. It means she did not pay attention to fix hotel guest room problems. She said she will send engineer to fix my room problem immediately, but it was mid night I was tired of the trip and I want to get rest.
The next morning I decided to wechat to the front office manager, he took action immediately but the air con may be big problem that the engineer may take time to fix it. I went out and came back in the afternoon, he still fixed it so I wechat to front office manager again he offer to change new room for me and the engineer agree that so. I then go down to the front office there is a senior girl there. She was on the phone talking with no attention to me, then after the phone she turned to me and signed in front of me. What a manner! I did not make trouble but the room I pay for the air con does not work well, I have the right to change the room. She works in service business she should have service mind. Firstly she had to apologize for the inconvenience I face not take the action like that.
The next morning when I check out, I return the key room to the girl at the front. She said nothing so I wait for a while for the process of checking out as other hotel. Here all front staff usually gather their heads at one monitor and pay no attention to other guest waiting to be serviced. I waited for a while then I asked them is the process of checking out is OK?, they just look up to me and said OK. It would be better if the hotel staff would use easy English words to foreigner guest like “Good morning” “Thank you” “Bye bye” “Have a nice trip” or just look up from the computer and show the enthusiastic to the guest that they are willing to help. Language barrier is not the problem because we have translator but the service mind and hospitality that the front staff of this hotel is lack off.
For sure “No second time for me” at this hotel.
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