Shangri-La Hotel, Beijing

The breakfast was really good. Room furnishing was decent

However, the front desk was very badly trained and rude. For my duration at Shangri-la Beijing, I had two separate booking back-to-back. This was because of my last-minute business needs so I had to arrive earlier at Beijing.

Upon arrival, I told the front desk that I had two separate bookings and asked if this was okay. Front desk told me everything is okay and there would be no problems.

When I was checking out on 6/4, the front desk person, Diana Zhou, told me that I cannot split my invoice by room fee and other expenses for my trip's first part of the booking. As mentioned above, this was never communicated to me in advance by Shangri-la and the front desk had told me before that everything would be okay. I have never had a problem like this from other hotels. I told Diana that this was not acceptable and that Shangri-la should be able to handle this and work with your accounting department or something to split it.

She insisted she cannot help me and subsequently raised her voice on me. I was very displeased with her attitude. Probably the worst I've encountered for the past 3 years. I travel a lot around the world so for business so have a fair sample to compare.

In addition, during my duration, I asked the front desk whether I could accumulate points for my stay, including both the first booking and second booking. The front desk told me I could only accumulate points for my second booking since my first booking last date had passed (I never checked out from my first booking and just continued staying at Shangri-la at the same room for my second booking). I told the front desk that they should be able to help me. I had to push them to give me a phone number of the headquarters customer service. Thereon, I called the customer service and they were able to add the points for both my first booking and second bookings, plus accumulating points for my stay at Shangri-la Shenzhen (even earlier at another city). Why couldn't the front desk at Shangri-la Beijing have helped? It makes no sense to me.