Marriott Hangzhou (Qianjiang New City) is WTF-Bad!
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Well, here we go with our "May Day" holiday (just a reminder to foreign friends: this is an extremely busy travel peak week in China, crowded and expensive!). Our family set out with great enthusiasm, intending to enjoy ourselves in Hangzhou, and specially booked two river view rooms at the Wanda Marriott hotel in Qianjiang New Town of Hangzhou.
- The rent for one room per night is 1,800 RMB (approximately $256), and for two rooms for two nights, we spent around 10,000 RMB (around $1,400)!
- I thought to myself that, after all, it's a well-known brand, Marriott, and their services must be dependable. So we were looking forward to it!
But what happened? It’s hard to put into words!
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Issue One: Never-ending wait for check-in
- We arrived at the hotel at 1 PM yesterday, but the receptionist slowly informed us that only one room was ready.
- The other room? “Wait some more,” said they. This waiting extended for another three hours until 4:30 PM before checking us into the room!
- Oh my gosh, having paid such a high amount for room fees, why didn't you apologize or offer any compensation for delaying our check-in? It makes it seem like we paid for your mistake?
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Issue Two: No room cleaning services? Absolutely not!
- Today – the second day of our stay – we took our children out to play all day long.
- Before leaving, we specifically mentioned to the front desk and asked them to clean up our rooms as soon as possible. They agreed wholeheartedly.
- However, when we came back in the afternoon, we were shocked to see that nothing had been done; both rooms remained in the same state. They hadn't even cleaned up once!
- We said, if you couldn't do it, then why give promises that can’t be fulfilled? How could a luxurious five-star hotel fail to provide the most basic cleaning services? No idea what that 1,800 RMB per night was for? Bad service delayed our guests’ time.
- When contacting the front desk, their casual excuse 'maybe there was some miscommunication' simply doesn't suffice!
I just want to ask, @Hangzhou Qianjiang New Town Marriott hotel, are you serving us as your dearest customers or just letting us pay for extra troubles?
#HangzhouHotel #LuxuryHotelsInHangzhou #MarriottComplaintsInHangzhou #TravelToHangzhou
Attention passengers! Take notes, circle highlights! -
High price ≠ perfect service: Especially during Chinese holidays (like “May Day” and “National Day”, which are national holidays), although you have booked an expensive five-star hotel, services might be compromised due to lack of manpower or chaotic management. Don't expect too much.
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Be prepared mentally for late入住: Promised check-in times might only exist theoretically.
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Ensure the housekeeper's attention to cleaning: Oral agreement to ‘clean quickly’ may just be empty promises.
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‘Miscommunication’ might be an omnipotent excuse: Most commonly used explanation when hotels fail in service issues.
How to tackle these situations?
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If there are any problems, like rooms not being ready for a long time, or cleanliness failing to meet standards, you must raise the issue immediately. Don't be shy.
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When bringing children or elderly people and enduring weariness from travels, during booking process, confirm arrival with the hotel or choose off-peak entry times. If delays happen unexpectedly, you can try requesting some compensation, such as delayed checkout times, meal vouchers, etc.
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When setting requirements for cleaning, besides informing the front desk, hanging a "Please Clean Immediately" tag can help. Contact the housekeeping department once you come back and find out nothing has been cleaned.
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When problems affect your accommodation experience, stick to your demands – such as changing rooms and managers stepping in. Keep all related evidence (e.g., chat records and photos) to prepare for any potential complaints.
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I'm surprised to see everyone in the comments section defending the hotel.
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Perhaps you could step out for a while? They can arrange for a late check-out, and cleaning does take time!
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To be fair, 1800 is a decent price for the holidays. Also, how is 7200 'almost 10,000'?
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So, by that logic, 7200 is closer to 5000 then?
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You should ask them to let you rest in the executive lounge, or leave your luggage with them and go out and enjoy yourselves.
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This Marriott needs a serious double-check system. They made an incredibly basic mistake... My two-year-old and I were napping when the front desk gave another guest a key to our room. When they pushed the door open, that guest actually questioned why I was sleeping in the room... My child was scared badly and burst into tears.
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Giving out two keys for one room is a major blunder by the hotel. You should demand hefty compensation.
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The hotel's check-in time probably isn't 1 PM. High-tier members usually check out as late as 4 PM, so waiting for a room is quite normal, especially during the May Day holiday. However, the room not being cleaned the next day is indeed unacceptable and should be complained about.
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Friend, first off, during peak season, it's very common for rooms to be ready late. Another reason is the large number of elite members, as they often don't check out until after 4 PM, so many rooms can only be cleaned after they leave. I went to the St. Regis Qingdao before May Day, arrived at 3 PM, and didn't get my room until after 6 PM. The front desk and butler did inform me about this in advance.
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I've stayed at other luxury hotels during peak season too, and I've never encountered one that makes you wait until 4:30 PM to check in. If you can adapt to that, I certainly can't.
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Maybe five-star hotels aren't really your thing.
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But their breakfast almond croissants are famously delicious.
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Tried them. Not good.
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It's because Marriott's Titanium, Platinum, and Ambassador Elite members can delay check-out until after 4 PM. Besides, they already offered you a room to rest in first, or you could have gone to the executive lounge.
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There are six of us – four adults and two kids – in one room. Will we even be able to rest properly?
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The Qianjiang New City Marriott's decor is a bit lacking.
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The location and river view are unbeatable, though.