How could I be satisfied with my stay at W Guangzhou ? :
My credit card statement revealed that my check-out bill was charged 2 times by W Hotel and it took one month and many emails to get a refund. There even was a mistake during the refund process and the refund first appeared on my credit card statement as I was charged a 3rd time! 1.5 month after my stay did I receive any compensation? : NO
I am surprised? : NO
Why? : W Hotel Guangzhou just doesn't care enough of guests and service. As long as their recruitment process is primary based on look and style, don’t expect any 5 stars service… Too many W employees are young people just so proud of themselves and how stylish and beautiful people they are. It seems they think their job is to be admired by the customers…
I just encountered so many problems during my stay. For example :
-During my stay one of my friend delivered by courier a brand new designer bag at reception with my name and room number. First the concierge team in the lobby denied that any package was delivered for me. I had to start complaining very loudly and getting very angry and then …. they found the bag…. I checked later with my friend and its courier and the bag was delivered 2 days before…
- The problem with my hotel check-out bill was first followed by… the Beverage and Food Director! This is just illogical and crazy in terms of organization
- The fresh orange juice at breakfast is put in small glass bottle. Nice and stylish. Before to serve you need to shake the bottle to ensure the juice is homogeneous. Problem is that some bottles lids are now damaged and leaking. I realized it when one morning I trashed my clothes by shaking the bottle...
I spent more than 10 years in China and I could notice that W Guangzhou employees are much more careful with local Chinese guests than foreigners.
I usually stay at Sheraton Guangzhou and W Guangzhou would have so much to learn from their colleagues at Sheraton Guangzhou. I have SPG Platinum status and just by comparing the lounge service, food and drinks, Sheraton Guangzhou is really ahead of W Guangzhou.
Will I stay again at W Guangzhou or in a W Hotel ? NO. Why?: I stayed in 3 different W properties within the last 6 months and it was the second time that I faced major service issues and that I was offered no compensation.
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