AAnonymous UserI booked this hotel on Ctrip because my child had a very early international flight the next day. It's about a 17-18 minute drive from the airport, and honestly, the free airport shuttle service was the main draw.
The shuttle van arrived promptly for my son's early morning flight. However, there were numerous steps from the hotel entrance down to where the van was parked. With all our luggage, my son and his father really struggled to lift the bags up the steps and into the vehicle.
In the afternoon, we checked out, as our flight from Kunming was later that evening. I appreciate the hotel's complimentary late check-out until 2 PM. We were told the shuttle would pick us up at the back entrance. To our surprise, there were no steps there, making us wonder why the morning shuttle had parked at the front, forcing us to lug our heavy bags up all those stairs! It was just a few steps from the back door to the van. As my husband opened the trunk (it was a van) to load our two bags, the driver suddenly snapped at us, yelling, 'Can you hurry up?! What are you dawdling for?! I have another pickup! Move it!' His tone and impatient demeanor made it seem like we owed him money; he gave us such a sour look, as if taking us was a huge favor. What kind of service is that, yelling at guests to rush?
To make matters worse, at the airport, he dropped us off at the arrival level parking lot, right next to where he was picking up new guests. We had to push our luggage (and I was limping due to a leg injury, so walking was difficult) across a massive parking lot to find the airport entrance, and then drag our bags floor by floor to reach the departure level. The driver could easily have dropped us directly at the departure level first, then proceeded to the arrival pick-up zone!
Your hotel, located just a few kilometers from the airport, relies on transit passengers who value convenience and, most importantly, your free airport shuttle service. The room rate should inherently cover the cost of this shuttle. The airport transfer service is an integral part of your hotel's offerings. So why is it that your front desk staff are consistently friendly and helpful, yet your shuttle drivers are all uniformly rude and unpleasant, barely offering a civil word or a polite expression, acting as if transporting guests is an enormous inconvenience? If the van could have parked at the back entrance where there are no steps, why did the morning driver deliberately stop at the front? And why are the drivers so aggressive once they pick up guests? If they're so unwilling to do their job, they shouldn't be in this profession. Who would ever choose to stay at an airport hotel with such appalling shuttle service? Avoid this place at all costs! Glaring fiercely in the rearview mirror with a murderous look – what kind of service industry professional behaves like that?
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