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Kempinski Hotel Chengdu
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Reviews (721)
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All reviewspaulaner restaurantgerman beermicro brewerynice beer gardenexcellent business hotelbusiness tripbreakfast buffetthe ground floorthe air conditioningwithin walking distancemodern bathroomfood and beverageenglish languageenjoyable staythe general managerclose to the airportbeautiful hotel
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96 - 101 of 721 reviews
Reviewed 15 March 2014

I simply cannot understand why Kempinski allows this poorly run, run-down hotel to continue using its name. It is, without question, the poorest so-called five-star hotel that I've ever visited and I cannot in good conscience recommend it to anyone who believes that the Kempinski name guarantees a quality hotel stay. This hotel promises mediocrity, at best.

Among the issues encountered during my two night stay:

1. The thermostat in my room could not be adjusted, and thus I found myself trying to adjust to a room with a constant temp of 26.4 °C. I called the front desk, and they told me that nothing could be done about it. This, apparently, is the truth: other tripadvisor reviews of this hotel also note that the heat cannot be adjusted. Does management care? Well, on Nov 23, Echo L, a guest service manager with the hotel, responded to a negative review on tripadvisor with this: "[W]e deeply regret that our central air-conditioning system performance was not up to your expectations. We take this very seriously and will share it with the concerned department head." Five months later, nothing has changed and guests - including me - are having difficult nights because their rooms are too warm.

2. The breakfast buffet. On my first morning, I chose a chocolate muffin to go with my coffee. It was stale and dry - in fact, it crumbled into pieces when I tried to open it for buttering. That's a first in a "five-star."

3. Room service. At 10:30 PM, Saturday night, I called to have some dessert delivered to my room. There are five options on the menu; I called for the Apple Crumble. The operator said that she'd need to call me back to check if it was available. Five minutes later, she did, and told me that four of the five options on the dessert menu were not in stock - including ice cream. ICE CREAM! What kind of five star hotel doesn't have ice cream?

4. Hot water. Both mornings, I waited for five minutes before hot water emerged from my shower.

5. The general state of the rooms is clean, but crumbling. Wood is cracking; joinery is separating; caulking is peeling. That's reflective of the general state of the hotel's infrastructure. For example, the winding wooden stairway that leads up to the second floor restaurants is a creaking, cracking failure waiting to happen.

Is there anything good? Despite the fact that management appears to be committed to making their jobs difficult, staff of this hotel are warm, friendly, and helpful. They deserve much better.

In general internet is quick and readily accessible. Also, the dan dan noodles in the main restaurant - which I had in the restaurant - are excellent.

But otherwise this hotel is managed at a level so far below Kempinski standards that it shouldn't be called one. Management should be embarrassed at the decrepit, dated, and run-down condition of the physical facilities.

If you are considering a stay at this property, re-consider. This is an abomination. Stay somewhere else!

  • Stayed: March 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
2  Thank FeltonS
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Echo L, Guest Relations Manager at Kempinski Hotel Chengdu, responded to this reviewResponded 25 March 2014

Dear Guest,

Thank you very much for taking valuable time to share your comments regarding your recent stay with us. We are extremely sorry to learn that you did not fully enjoy the products and services at our hotel.

Your comments about quality of the breakfast buffet, chocolate muffin and the room service performance are definitely far beyond our service promise and there are no excuses that we failed completely to deliver a Kempinski experience.

We have also taken good note of your comments regarding the aging infrastructure of our hotel, which may lead to some technical challenges for temperature control and hot water supply. Please be kindly informed that we are fully aware of the situation and necessary measures are currently in execution to improve this situation.

Furthermore we are pleased to share that we are finalizing a complete guest room renovation starting in fall this year.

We unfortunately cannot turn back time and regret that you had a very unpleasant stay with us. Please accept our sincere apology for the occurred inconvenience.

We always honor the feedback of our guests and would like to take on the challenge to welcome you back to the Kempinski Hotel Chengdu on your next visit to the city in order to proof that your recent stay was an exception.

Please contact us directly via guestrelation.chengdu@kempinski.com and we will be at your service.

With kind regards,

General Managers Office

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 January 2014

stayed September 2013 for 10 nights business

Positives:
- rooms clean and good amenities, though a little dark. Ability to open a window was nice, bathrooms were marble and spotless. The room also had UK and European plug sockets.
- free wifi in room and in lobby was good and connection was strong throughout the visit.
- breakfast buffet good choices of lots of western and asian foods, though many dishes the same every day which can be quite boring for a long stay
- german beer cellar had a nice terrace to sit out on in the evenings and enjoy a range of different beers. Menu is very German though, so be warned.
- the pool and gym are in good condition and are quite quiet for residents to use (and the hotel was pretty full).

Not so Positives:
- location - not much in the way of restaurants or shopping around the hotel and need to take taxis to get anywhere, which can be quite long journeys in the traffic.
- language barrier - the staff struggled with english most of the time, and need more support to understand guest questions (e.g. at reception and concierge)
- the german beer house can get quite rowdy with large groups of non-residents and this can spill out into reception area, making it quite uninviting late evenings.

There is a small convenience store out of the hotel, turn right and the first street on the right hand side to get a few essentials. Further down the street is a large Carrefour hypermarket and some restaurants.

Remember to take a card from the concierge with the address of the hotel on in Chinese, to make sure taxi drivers can drop you off at the correct location.

  • Stayed: September 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank adrian h
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Echo L, Guest Relations Manager at Kempinski Hotel Chengdu, responded to this reviewResponded 4 February 2014

Dear Adrian,

Thank you for taking the time to share your stay experience with us.

Your comments motivate us to strive for excellence and further improve the quality of our services and products in order to make sure the guests of our hotel are fully satisfied.

We have taken good note of all your comments and shared them with concerned department heads and will follow up closely on the mentioned issues.

We hope having the pleasure of welcoming you soon again to our hotel. Please do not hesitate to contact us directly for your future stays, we would be happy to organize everything for you.

Best regards,

Echo Liu

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 December 2013 via mobile

Great hotel, rooms are prefect. Got fruits on the table everyday. Bed was comfortable. Was in the rich area of chengdu. Lots of restaurants and massage places close by. Personnel was well-trained and helpful. The gym and the pool were just fabulous, it gives you a great chance to relax after a busy day.

Stayed: December 2013, travelled on business
Thank yanzhang85
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Echo L, Guest Relations Manager at Kempinski Hotel Chengdu, responded to this reviewResponded 18 December 2013

Dear Mr. Zhang,

Thank you very much for choosing kempinski hotel Chengdu and taking your time to share your valuable comments with us, which have already been shared with our team.

Your comments motivate us to strive for excellence and further improve the quality of our services and products in order to make sure the guests of our hotel are fully satisfied.

We are looking forward to welcoming you back at Kempinski Hotel Chengdu

Warm regards,

Echo Liu
Guest Relations Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 25 November 2013

This hotel is superb and has top standard accommodation and facilities. Having stayed here several times it is one of the best available. The staff, without exception, have friendly and helpful attitude with good English. Great indoor swimming pool on 4th Floor. Excellent hotel.

  • Stayed: November 2013, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
1  Thank Murray L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Echo L, Guest Relations Manager at Kempinski Hotel Chengdu, responded to this reviewResponded 27 November 2013

Dear Mr. Lines,

Thank you for taking the time to share your stay experience with us.

We are delighted to hear that you had an excellent stay with us, and will share your feedback with our staff members and concerned department heads.

Your comments motivate us to strive for excellence and further improve the quality of our services and products in order to make sure the guests of our hotel are fully satisfied.

We hope having the pleasure of welcoming you soon again to our hotel. Please do not hesitate to contact us directly for your future stays, we would be happy to organize everything for you.

Warm regards,

Echo Liu
Guest Relations Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 20 November 2013 via mobile

The hotel is situated smack downtown... So location is ideal for getting around downtown.

The hotel is clean, well appointed and the staff are professional and friendly.

The one big drawback was the AC in the room. It flat out doesn't work. My room was cooking hot at 26.5 degrees and there was nothing I could do about it :(. Front desk said there wasn't any AC in the rooms.

If there had been there would be very little stopping this being a four star stay.

Cheers,
Ben

Stayed: November 2013, travelled on business
Thank sutch3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Echo L, Guest Relations Manager at Kempinski Hotel Chengdu, responded to this reviewResponded 23 November 2013

Dear Ben,

Thank you for taking the time to share your stay experience with us.

We are glad to hear that our staff members' efforts have been recognized and will gladly share your comments with them, which will motivate us to continue striving for excellence.

At the same time we deeply regret that our central air-conditioning system performance was not up to your expectations. We take this very seriously and will share it with the concerned department head.

In order to avoid this kind of situation in the future, please do not hesitate to contact our Guest Relations team directly through guestrelation.chengdu@kempinski.com and we will reserve a room with lower temperature for your next stay.

Thank you again for sharing your comments with us and for your kind understanding.

We are looking forward to welcoming your back next time.

Best Regards,

Echo Liu
Guest Relations Manager

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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