Somerset Riverview Chengdu — Attraction in Chengdu

HOTEL STAFF CLAIMED WE CAUSED “FLOOR CORROSION” AND HAD TO PAY UNTIL WE ADVOCATED FOR OURSELVES REPEATEDLY

On the first day of my stay my husband got sick and threw up into the toilet and some residue got on the floor. It was minor so he wiped it with some towels and just in case he had some stomach virus we asked the cleaner to sanitize the toilet area. She soon saw the towels and started taking photos and before I could even react, another woman came into my room. She did not introduce herself but started taking photos and using the flash on her phone to inspect the floor. I was confused as to why they acted like the bathroom is a crime scene until this person finally said to me that my husband had caused “towel and floor corrosion” so now we have to pay. The area she pointed to was clean the whole time and my husband never threw up there so I tried to reason with her and the impression I got from her is: if I cannot prove that the “floor corrosion” isn’t us then it’s us and nothing can change her mind. I pointed out that they had no proof the floor wasn’t “corroded” before our stay either. It was no use and she started listing prices like “this towel is 30, this one is 70 and the floor is 200”. After her and the cleaner left I called reception to ask for a manager, and reception sent the person who just accused us of floor damage back to my room (who I later found out isn’t even a manager). Mind you, this is the day before my family member’s funeral. I was tired from 10hr+ of flights, devastated about my family’s passing, stressed about my sick husband and now being accused of causing “floor corrosion”. Even if this person didn’t know these details, she saw my sick husband and her reaction was to talk about fees, showing zero compassion or manners. This was one of the worst days of my life and I have never felt so mistreated by customer service ever.

Due to the funeral we had to wait until the third day to ask reception in person to speak to the general manager. Lory met with us and was very understanding of our frustration. I gave her a summary of the situation and she apologized and asked for time to offer us a solution. We emphasized that the cost of the alleged damages were minimal and it was more about the mistreatment and lack of trust in this hotel than us having to pay. Soon after Lory called and told us that we won’t be charged for the alleged damages and offered to move us to another room. She noted that this person should have introduced herself and explained what was happening. I insisted on checking out and being refunded for the rest of the nights, she agreed and apologized again. In my opinion, this wasn’t just “this person was doing her job but needed to be more polite”. To me, that person was malicious, inconsiderate, rude, and it is scary she can misuse her authority to flat-out dictate what damage can be attributed to hotel guests.

We had to find a new hotel that day, pay extra, and move everything, wasting a whole entire day of our short trip. The experience was absolutely repulsive, traumatizing, and enraging. Needless to say I can never stay at any Ascott owned hotels again. I can’t even imagine a person who can’t speak Chinese dealing with a situation like this. And if they asked for a manager during the incident like I did would reception actually send a manager? To the hotel, if you read this: please evaluate who you are hiring to represent your establishment, because it is a shame a person like that gets...

Not too bad. But the smell in the bathroom would put me off from staying here again.

Pros Connected internally to a nice Starbucks looking cafe next door for convenient breakfast or remote working.

Large bedrooms with decent shower and bathroom size

Fairly close to airport and central in the city.

Great staff

Has washing machine / dryer facilities in room

Nice gym room with good set of dumbbell and a boxing ring too.

Has a recreational room with nice pool table, futsal table

Cons Sewerage smell in the bathroom/toilet- we had two rooms and both had same issue

Smelly in lobby, also sewerage smell

Construction happening in the adjacent site with loud drilling noises. I would enquire hotel about construction before considering booking for the next few months

The hotel interior is fairly dated, thick carpeted hallways are old and showing their age

Pool is a bit cold in winter, the jacuzzi was without water and had a kids slide placed in it

In winter, the bedrooms are a bit on the colder side despite a heater. The heater is set at a certain temperature and cannot be changed, blankets are only JUST warm enough for November winter...

Fairly near to the town centre this serviced residence offers the best of hotel accommodation with the advantage of being able to cook and do your own washing.

Apartment was clean with excellent facilities including a stove, oven, microwave, fridge/freezer and washing machine. The shower and toilet were exceptional. There was a TV in both the bedroom and living room area and western channels included CNN and BBC World, though the sound was a little distorted on some channels.

Cupboards were stocked with plates, dishes and bowls and cooking utensils and there was even a thoughtful addition of a small ice tray in the freezer.

Great views over Chengdu itself given it wasn't a grey day!

WiFi was reasonable - remember this is China! The pool was pleasant, though it felt a little cool, and changing rooms were clean. There's also a children's play room and a café area nearby.

All in all a great...