AAnonymous UserI approached this stay with specific expectations.
1. **Unwelcoming Check-in.** We arrived just after 3 PM and joined the check-in queue. When it was finally our turn, the front desk staff directly informed us that our room wasn't ready and we would have to wait indefinitely. We were told to find something to do to pass the time. We ended up waiting until past 4 PM, and only received our room after multiple follow-ups. They also offered a room without a balcony as an alternative, but with no compensation or explanation. It felt very unaccommodating. We were simply left to wait with no updates. The front desk staff would only tell us to wait, then fall silent and look down, offering no further assistance.
2. **Indifferent and Unresponsive Service.** I had initially anticipated a warm and friendly atmosphere at this hotel, but it was quite the opposite. The overall service felt very cold; staff were unwelcoming, didn't greet guests, and often had stern expressions. It seemed everyone was exhausted (I later understood this was due to understaffing, which I attribute to management, not the hardworking staff). During check-in, I requested a higher floor three separate times, but the staff member showed no reaction, offered no acknowledgment, nor engaged in any conversation. It was incredibly off-putting. Luckily, we were eventually assigned a higher-floor room, so my request was apparently registered.
3. **Questionable Room Cleanliness.** The moment we stepped into the room, we found hair in the electric kettle and on the toilet. The toilet seat had brown stains, and there was noticeable dirt on the bathroom floor. I took pictures of all these issues and reported them to customer service through Trip.com's messaging. The response was that a manager on duty would contact us, but nobody ever did, and there was no follow-up. To be fair, I usually do a quick wipe-down myself, so I easily cleaned the toilet seat stains with alcohol wipes.
4. **Shuttle Service Woes During Morning Peak.** It was inconvenient to get a car/shuttle around 10 AM, during the morning rush. Given the high temperatures and our room's distance from the main building, a shuttle was essential. The front desk phone was engaged for nearly half an hour, and we then waited another half hour for the shuttle to arrive. This again points to a management issue: understaffing, leading to overworked and visibly tired staff handling calls.
5. **Poorly Managed Activities with Lack of Information.** While activities are available, their organization and information were lacking. As this isn't an all-inclusive resort, I took the time to research the free activities. The pool is good. Badminton is limited to four people and four rackets simultaneously, meaning you either need to arrive at the right time or wait. There's only one ping-pong table. The children's trampoline is quite small, more suited for toddlers than older kids who might quickly get bored. In-house guests are meant to be scanned at check-in for access to two mini-programs listing free activities that require booking. However, and this is crucial, many free activities require switching to a 'guest card' mode; a simple scan only registers you as a WeChat member, preventing activity bookings. The staff utterly failed to help us register our in-house guest status, causing us to miss out on booking opportunities. It wasn't until our very last day that I proactively went to the front desk to finally get our guest identity registered (by then, it was too late to be useful). Regarding the six complimentary activities, going in the evening is advisable to avoid the sun. They are all non-motorized and can be a bit tiring; for water-based ones like boating, trying one is usually enough (though feel free to try them all if you enjoy them – don't let them go to waste!).
All in all, this hotel fell significantly short of the warm, family-friendly experience I had envisioned. I had even considered paying for a full-day childcare package, but the robotic and indifferent service completely turned me off. I will certainly not be returning.
Let me stress again: I firmly believe all these issues are a result of the CM management team's shortcomings, particularly their lack of experienced hotel management professionals. It appears to be mostly young staff trying their best, but there's a significant shortage of manpower, contributing to slow cleaning and missed details. Even the young men driving the shuttle were ferrying guests in scorching heat, and the front desk mentioned they only had three drivers, so I am very sympathetic to their situation.
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