I checked into the hotel on 10th August 2014 & have specifically emailed back a reservation agent by the name of Anna Kwan to help me make restaurants reservation on the 8th August 2014 to reserve a table at Bing Shen on 12th August at 730pm for 6 pax & to reserve specific dishes on the menu knowing that they usually sell out that specific dish early. To my dismay I received no reply from W. When I checked I wasn't advised me on the status of my request either. Hence on the 12th morning I went personally down to the concierge to inquire if any reservations have been made and was told by a gentlemen that he tried to email me but apparently I never got the reply.
He assured me my instructions have been carried out and insist that I bring a hotel name card to show to the hostess to ask for my reservation. To my horror there wasn't any reservation but I was given a slip to head to a common hall on the 3rd floor to be seated. I have my business partners to entertain & to my dismay they told me that the particular dish I've ordered was sold out.
I always had a good impression on W and their front line staff and make it my hotel of choice whenever I am in Guangzhou. When I checked in this visit I was given rather lukewarm treatment and as returning guest as well as a SPG Platinum member I expected more.
As a hotel of this repute, I suggest the management to recall and analyse on their shortcomings so that future paying guests and valued members will be given the right treatment. Not even the best interior and technological advances can replace genuine warmth and efficiency when it's expected!
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