I have been a regular customer staying at this hotel and other IHG hotels for a long long time and I was always satisfied with this hotel and the services I received however this time was a different story... The customer service I received was very poor, my booking was for a twin executive room... and as usual I checked-in and show the receptionist our passports (no point we felt welcome and the receptionist were not smiling) then we were given our keys to go to the room, when we opened the door the room was actually a double and not a twin which we booked for so we went back down to say, the receptionist said have you specified the room was for 2 people!!! Hello can you not see from my booking and also we showed you 2 passports and I am sure it is the responsibility of the front office staff to confirm the booking details?? Anyway the receptionist checked for other twin room and without any apologies for giving us the incorrect room in the first place! She said we will have to wait for 40 mins for the twin room to be ready (check-in time is 2pm and it was 3pm) again no apologies or offer to have a drink in the restaurant... then we found out the room she is going to give us has actually been downgraded to a standard twin and not an executive twin! The receptionist said she cant change or do anything so we asked to speak to a manager. Again the manager asked the same question if we have told the receptionist the room is for 2 people!!!! (Hotel and front office staff, please check your bookings and to confirm your customers' booking details when check-in) After a while the manager finally sorted this out and gave us a twin executive room but again no apologies given (dont know why the receptionist couldnt do this in the first place). We were pretty disappointed at the poor customer service and would recommend the management team to look into this and re-train their staff especially front office staff as they should provide first class customer service, it doesnt matter how nice your hotel is and how good the location is at, excellent customer service is the key!
- Official Description (provided by the hotel):
- Holiday Inn Shifu Guangzhou located in the historical cultural district of Liwan, where Guangzhou of yesteryear mixed with the today s vibrant modern age. In the midst of this hustle and bustle area, you will find a sanctuary in our hotel where you can unwind, recharge and be yourself in a friendly and comfortable atmosphere. ... more less
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- Also Known As:
- Holiday Inn Shifu Guangzhou Hotel Guangzhou
- Holiday Inn Guangzhou
- Guangzhou Holiday Inn