Shengjiafu
August 22, 2023
The hotel would've gotten 1 star if it was not for the comfortability of the bed. I booked this hotel specifically because it was part of Marriott and I expected a certain level of service. I also get perks based on my status. Those perks were non existent at this hotel. I had a horrible customer experience and would not recommend this hotel Check in - very basic, here is your key. The staff did not provide simple details that were needed at check-in from them. For example, how the lights in the room require a key, wifi name and password. Day 1- I had a spa appointment booked for 9am. I confirmed at check in that this was scheduled. At 9am, the spa is open and I am there for my appointment. Sadly, there was no one from the hotel there. The door was open, but no staff. I sat there until 9:15. I called the front desk, it rang and rang until it disconnected on its own. Called the manger line, it rang and rang until it disconnected on its own. I proceed to head to the front desk to explain there was no staff present. What a shocker to see 3 employees there. The reply was "Oh, there should be someone there, let me call them and have them go up there". She was nonchalant as if this was a norm. I canceled the appointment as I had other commitments that morning. At this point, they did not value my time; therefore did not deserve my business. ***BUGS**** Yes, you read that correctly. The night before check out, I am packing my bags waiting on room service. Pull back the sheet to find some tiny bugs moving across the bed. You can imagine the shock I had as I watched them move. Alfredo from the restaurant immediately took pictures and videos. He had the upmost empathy and immediately said they would move me to another room. He quickly helped me gather things and move all of my items to another room/floor. He alone was visibly ashamed and doing what he could to assist me. Upon check out, I let the front desk know of the issue as it was not mentioned. The reply was, we heard there was a problem and apologize. That was it! I was shocked at the lack of empathy and acknowledgement of the larger issue.. there were BUGS in my bed. No offer of any compensation or discount off my room.