威斯汀酒店 — Attraction in Ningbo

As I've reviewed before I'm a frequent guest of the Westin Ningbo and have received nothing but great services. The front-desk is efficient and friendly. Guest services is prompt. Room is in top shape and clean. Everyone is willing to help, Concierge is friendly. I've tried the Teppan in the Japanese Restaurant and it's delicious. However, I had one minor and two major issues with Westin this time.

Minor issue: I've ordered room service with ice cream and when the food is bought to my room the ice cream is already mostly-melted. Didn't notice it until the person left, it is not a big deal so I didn't complain to the hotel because it has always treated me nicely, but then two more major issues came up later...

Major issues: first, the limited English by the staff picking up the phone. When I'm ready to leave I called Guest Services to ask a bell boy to come up and pick-up my luggage. Someone at Guest Services picked-up, can't understand English, and simply put the phone down, and after waiting for 10-20 seconds another person finally picked up, and I told her what I needed, and she said "sorry, need to transfer you" and then I got transferred, another person picked up, asked for bell boy, and she said, "sorry, this is Lobby Lounge, need to transfer you", and then I got transferred back to Guest Service! Told the person the same request, a bell boy to come to my room to pick up my luggage, got the same "sorry, need to transfer you" back to Lobby lounge! Of course the lady at Lobby Lounge answered again, "this is Lobby Lounge, we don't do that, you need to call Guest Service", really? Fed up, I simply hung up.

Another disappointment is the Westin is starting to "smell" like your typical local 2-star Chinese hotel: people are smoking in the hotel! My room the bathroom smelled like smoke, but I didn't complain since I've been treated good and only the bathroom smelled like that, the bedroom is fine. However, the elevators, people are smoking in them and some of them really had bad cigarette odor such as elevator 4. Then, I've saw a couple of people just flat out smoking in the lobby waiting area.... unbelievable. I really hate the smell of smoke and I needed to stay at establishments that can keep a non-smoking environment, if Westin Ningbo can't do that, I need to find another...

Normally I do not write any reviews but tell them straight if there is something that wasnt't up to my expectation - this time there was just too much.

I stayed in this hotel like five times over the last three years. Last time was already bad (same points as below and I told them straight away) but I decided to give them another chance because of the good location and good experiences the years before.

maindesk refused to extend my booking for another night because I stayed on a company rate. Therefore I should have annoyed my travel agency at 10PM to let them call the desk and extend my stay via them. How do you think I got the company rate before if I do not work for them? You are not happy if your long-term customer and cooperation company want to stay another night? Well, finally I went up to the lounge and let them extend - without a problem... costed me 30minutes of senseless discussion

breakfast was really good, high variety and quality from Nutella, Mango's, honey combs up to german meat. That disappeared over the last three years (cost savings?); western breakfast is now a joke, not even the signature Westin Croissants were fresh on that day. On the second morning I decided not waste my time for that again.

Very unfriendly front desk employees, calling taxis is helpful and smiling (although he is standing the whole day in 40 degrees outside)

No attention in the Lounge is given. Desks are not cleaned up, orders are forgotten (simple coffee), stuff is not enough in peak times, food is not really filled up in happy hours

pool is only accessible with swimming cap (which cannot be provided by hotel); in which century are we?

gym has like 10 treadmills but only two exerciser that are unmaintained; dumbbells only up to 14kg (who can exercise with that?); poorly equipped are common in China, but that one ranks in the worst on 5* level

Very noisy on the floor, screaming kids in the morning in front of my door

2 Stars because the rooms are nice, location is good and it is clean

This hotel was good before but the current Management seems like to cut expenditures on cost of service and quality/ on the same step they increasing the room rates - not with me anymore, there are enough other...

They failed to use the SPG number I gave them upon checking in. They thought it necessary to issue me a new SPG number and failed to even load this stay to it. A completely empty card that they issued to me. I stayed at this hotel SEPTEMBER 22 - 30... NOT 22-23.

I called this hotel two times and the super-attentive front desk people at Sheraton Ningbo (another Starwood hotel) even did me the honor of calling on my behalf during my stay there. I finally get someone on the phone and they assure me this stay will be fixed...only to find out that it was only added as a ONE DAY STAY. How hard is it to just add the dates you have on your computer system to this system the way you tell me you are going to?

Staff Responsiveness gets 2 stars because I had to take a cold shower after traveling 20+ hours, made a call to the front desk and was told someone will come right up and look at it. I waited thirty minutes and nobody came. I gave up and just took a shower. Stopped by the front desk in the morning and complained about that. I was assured someone will go right up and take care of it. Returned from work nine hours later and still no hot water. I complain again to the manager on duty and they quickly upgraded my room.

Quality of Sleep - 4 stars. Beds, Bedding and Pillows are great.

Facilities - 3 stars. Bar area is great. Could easily be 5 out of 5 stars if they would keep an eye on the stock and not allow it to run out of liquor for one of there signature cocktails. And not be restocked in a week. The other problem was the fact I was hit on by a service person there 3 times in one night. She was a very attractive young lady but, I find that a bit odd for any country I am traveling in, business or otherwise. I do not appreciate it at all.

I am not an unreasonable person, I only expect to receive the service in which I am being told to expect. When something doesn't happen the way it is being told to me... by management, this is where I...