The Ritz-Carlton, Suzhou

Thanks to Ctrip, we were fortunate to spend a wonderful late summer weekend at The Ritz-Carlton, Suzhou. It was an incredibly good value package, and we hope Ctrip continues to offer excellent new deals! **Location:** Situated in the Shilu Commercial Area, adjacent to Suzhou No. 5 Middle School. You can easily walk to Changmen Gate and Shantang Street (Bai Juyi Wharf). Alternatively, cross the Shangjin Ancient Bridge over the Shangtang River to reach Lingering Garden directly. Once MixC World opens, it will be just a few steps from the exit of Shilu Station on Metro Line 2 (currently, it's a bit of a roundabout route)! **Service:** During our stay, we interacted most with the handsome gentlemen and beautiful ladies at the Executive Lounge – William, Maria, Caesar, and others. From check-in until check-out, we constantly felt their genuine sincerity, attentive service, and full commitment, ensuring guests could eat well, drink well, and rest well. Thank you! **Dining:** The breakfast was excellent, offering a great blend of Chinese and Western cuisine. They had salmon/river shrimp Benedicts, as well as classic Suzhou red soup noodles with fried fish and vegetarian 'chicken'. It's worth mentioning that the restaurant waitstaff were particularly dedicated and responsible! The Executive Lounge's light meals were exceptionally well-prepared and thoughtful. Every day, for every meal, from main courses and staples to cold dishes and desserts, everything was carefully paired and different each time. This thoughtfulness truly shows, and their 'five meals a day' reputation is well-deserved!

The Ritz is newly opened, and the surrounding amenities aren't fully developed yet. I heard that a Wanda Plaza is set to open by the end of the year, which should make things much more convenient then. However, it's very close to Shantang Ancient Street! The service was exceptionally warm and attentive. Every time I entered the lobby, someone was ready to ask if I needed assistance. Concierge Sunny, in particular, provided outstanding service.

What a pleasant surprise of a hotel! The executive lounge benefits were incredibly friendly and accommodating. The food was not only beautifully presented but also incredibly delicious! They even gave us a small, yummy cake! I'll definitely be choosing this hotel again for my next trip to Suzhou!

Service: I arrived in Suzhou just after midnight on my first day. Check-in was very smooth, and I was able to head straight up to my room. My luggage arrived quickly too, accompanied by some beautiful, very 'Suzhou-style' welcome treats. I'd caught a bit of a cold from the AC during my journey, so I ordered some medicine online. After calling reception, a staff member promptly delivered it to my room. Environment: Upon entering, the lobby didn't strike me as particularly grand, but I found its design quite ingenious – though you might miss some of the thoughtful details if you're rushing through. My room, while not perfectly square due to the building's unique architecture, was nonetheless well-appointed with everything one could need. The three-sided glass didn't present the 'construction site view' some had mentioned; it was actually quite pleasant, haha. Oh, and the daily bookmark was a lovely touch. Dining: The breakfast selection wasn't exceptionally vast, but everything was freshly prepared and tasted quite good. The only thing I wasn't entirely accustomed to was the noodle toppings, which were very Suzhou-style and a bit on the sweeter side for my palate. The bakery section, however, was excellent. Unfortunately, my schedule was too tight this trip, so I didn't get to experience the Biaoxia Chinese restaurant on the third floor. I'll definitely have to try it on my next visit, haha! A special shout-out to Sunny! He warmly greeted me when I came down for breakfast on the first morning. Later, during check-out, while assisting me with my luggage, he thoughtfully inquired about my experience. He even gave me a complimentary Ritz lion keychain, which was a lovely surprise and made me very happy!

The Ritz-Carlton Suzhou truly shines in its service and management. Although we encountered a minor issue with our room upon check-in, it was resolved very quickly! The breakfast selection might not be extensive, but every item is exquisitely prepared and delicious. Both Shantang Street and the Lingering Garden are conveniently within walking distance. The Lingering Garden is absolutely beautiful, and the local Suzhou-style noodles are a delicious must-try!

It's been many years since I last stayed at a Ritz-Carlton, primarily because the ones in China often feel quite old and dated. I also saw mixed reviews online, some mentioning the hotel being small or its location being remote. However, I personally found it excellent. The rooms were very new, and the location suited me perfectly, as I prefer places that aren't too crowded. Breakfast was also excellent. Overall, I was very satisfied. I must commend Lucy. After seeing so many mixed reviews and feeling quite indecisive, I decided to call the hotel directly. Lucy answered the phone, and her exceptional warmth and patience immediately left a great impression, making me decide to book the hotel right away. We had also discussed that upon arrival, I could view the panoramic Suzhou room – which I preferred – to decide if I wanted to upgrade. Next, I have a complaint about a front desk staff member named Xu (whose full name I couldn't recall). I arrived at 1 PM and explained to her that I had spoken with Lucy yesterday about viewing a room to decide on an upgrade. She flat-out said it wasn't possible, nor would it be the next day, essentially giving me a cold shoulder throughout. I had booked a scenic view room. Upon arrival, she informed me there was an available room on a higher floor, but it wasn't a scenic view. She said if I wanted a scenic view room, it would be on a lower floor and I'd have to wait. I decided to wait for my original room. When I returned to my room at 6 PM, I found it was completely obstructed – there was a restaurant or something directly in front, blocking any view whatsoever. There was no scenic view. I contacted the hotel, and they told me they would handle it immediately. I waited for half an hour with no response. I called again, and they promised a reply in 5 minutes. Another half an hour passed, and still no one got back to me. Later, I saw other guests in the comments section with the exact same issue. It wasn't until I truly lost my temper that a manager finally came up to resolve it, but by then it was too late in the day. They ended up moving me to a different room the next morning. Another point is the hotel breakfast. There was a male staff member in the pastry area with a very poor attitude. I wanted a coffee with latte art, and even offered to pay for it. A female server nearby indicated it was possible, but this male staff member flatly stated it wasn't offered there and told me to go to the opposite side. Even the female server looked quite embarrassed. The day before, I had specifically confirmed that latte art coffee was available. Yet, this male staff member maintained a very bad attitude, insisting it was never provided there. Eventually, a manager had to step in and resolve it for me. What I want to convey is that despite these issues, I ultimately gave a full five-star rating. However, it's crucial to point out areas for improvement. It's inappropriate for every problem to escalate to the point where a guest is deeply unsatisfied before a manager steps in to resolve it. Why can't the service simply be consistently good? What we're asking for isn't that much.