Banyan Tree Hotels in Nanjing

My experience with the service was extremely disappointing: 1. We weren't contacted with the park admission details until very close to our check-in time on the day of arrival, which meant we couldn't enter the park early to explore. Moreover, the 'butler service' was practically non-existent. 2. My family and a group of foreign (Caucasian) guests entered the hotel lobby at the same time. Immediately, three staff members rushed to assist the foreign guests, while not a single person acknowledged or greeted my family. I was quite frankly appalled to witness such blatant preferential treatment towards foreign guests – it was truly an eye-opener! (I hope the hotel management considers who their primary clientele truly is in this rather remote location near the Garden Expo Park – is it locals or foreign visitors?) 3. I had been promised a room upgrade by a staff member beforehand, only to be told upon arrival that no upgrade was available?! If an upgrade genuinely wasn't possible, a proactive notification beforehand would have been perfectly fine and understandable. However, it's unacceptable to enthusiastically promise something and then fail to deliver without any prior communication. 4. The front desk informed us that the children's toiletries and slippers would be delivered ”shortly.” This ”shortly” turned into several hours. We only managed to get them after we finally caught a staff member doing the turndown service. 5. Regarding the shuttle service, we were told upon boarding that it would depart in three minutes. Instead, we waited over ten minutes for it to leave, almost causing us to miss our dinner reservation at another venue. Your hotel's facilities, design, aesthetics, and cleanliness are all excellent. My only hope is that you seriously address and improve these service shortcomings. Thank you!