Stunning hotel, with amazing hard product; the hotel is architectually beautifully designed and the view from everywhere you look is unmatched. The rooms are lovely and the amenities are great. However, I am not pleased with the so to say ”soft product”.
The staff at the reception were cold and unfriendly. When I was checking in late at night after a very long flight, I was hoping for a warm welcome in this 5-star hotel, expecting a high standard from the Four Seaons company. However, the check-in process felt hasty and unfriendly, even though I was the only customer there. I was not greeted, nor asked how I was doing, where I am from, etc. The staff simply asked for my passport, and handed me the room key, without words. I later asked for options for another room, with a different view. This seemed to annoy the person with whom I checked in. I don't speak Mandarin, but I was given the feeling that the front desk staff were talking about me in my face.
Later, during my stay, when I went down to the reception for questions, the answers were always very short, and given without a smile.
As a side note, I must give compliments for the bellmen and the security, as they were always very friendly.
This overall experience left me with a sour feeling, and it simply make me not feel welcome at this hotel. This is not the service I expect from the Four Seasons company.
I have contacted the hotel about this matter. They were defensive on their end, and didn't offer a sincere apology.
- Michiel van den Akker
Overall, our stay at the hotel was pleasant, but there are areas that require improvement.
Positives:
1. Exceptional Staff: Ivan is truly outstanding. My wife faced some medical issues during our stay, and Ivan went above and beyond, providing exceptional care and support, which greatly enhanced our experience.
2. Spacious Room: The room was large, clean, and featured a beautiful bathroom and dedicated office space. The view was fantastic, overlooking the cityscape.
3. Prime Location: The hotel is centrally located, offering easy access to major attractions and stunning views of Guangzhou’s skyline.
Areas for Improvement:
1. Housekeeping: We stayed for two nights, but housekeeping only serviced our room once, which was disappointing.
2. Breakfast Experience: While the breakfast selection was fine, the area was overcrowded, and the atmosphere felt less upscale compared to more prestigious hotels.
3. Pool Facilities: The pool is quite small and was crowded with children, making it noisy and not relaxing. Additionally, the requirement to wear swim caps and the chaotic atmosphere detracted from the experience.
In summary, while the hotel has many positives, addressing these concerns would significantly enhance the guest experience.
- Amasej
