Chao Hotel Sanlitun — Hotel in Beijing

My partner and I had a lovely stay until the last night due to mistreatment by staff that left a horrible taste in our mouth. During our final night, tired from travel, we had a disagreement and raised our voices during a short argument that lasted 5-10 minutes. Despite it being early, around 9:30pm, on a Sat night and in the privacy of our suite, another guest shouted at us from outside the room asking for silence. Despite the rude approach, we immediately lowered the noise level of the conversation. 30 seconds later, the hotel front desk called our phone and immediately threatened that the other guest will call the police on us. This felt gravely imbalanced to the situation which felt discriminatory as the other guest was Chinese, and the staff that called only mentioned the police when asked if they could speak English to better communicate when picking up the phone. Confused and worried that we'd be put in a bad situation in a foreign country, we went downstairs to apologize to the front desk because we'd just been threatened by a local guest with the support of local staff and didn't know what to do or expect. When we checked out the next morning, we raised our terrifying experience and concern with the manager of feeling unsafe and threatened. In person he was totally supportive and apologetic telling us we were mistreated and the situation was mishandled and that he would resolve it making sure we were taken care of. He took our contact information and promised to reach out the same day. Two days later when we still hadn't heard from him, we sent a message asking if they had an update. He then bluntly informed us that the hotel planned to do nothing about it and defending the hotel does not discriminate and refusing to take accountability or acknowledge the threat made on us to call the police. He then had the director of rooms reach out to tell us that the incident was justified by the hotel with the reasoning of "we pay more attention on the guest from other country to show we care, we put the welcome fruit for each foreigner...

My partner and I had a lovely stay until the last night due to mistreatment by staff that left a horrible taste in our mouth. During our final night, tired from travel, we had a disagreement and raised our voices during a short argument that lasted 5-10 minutes. Despite it being early, around 9:30pm, on a Sat night and in the privacy of our suite, another guest shouted at us from outside the room asking for silence. Despite the rude approach, we immediately lowered the noise level of the conversation. 30 seconds later, the hotel front desk called our phone and immediately threatened that the other guest will call the police on us. This felt gravely imbalanced to the situation which felt discriminatory as the other guest was Chinese, and the staff that called only mentioned the police when asked if they could speak English to better communicate when picking up the phone. Confused and worried that we'd be put in a bad situation in a foreign country, we went downstairs to apologize to the front desk because we'd just been threatened by a local guest with the support of local staff and didn't know what to do or expect. When we checked out the next morning, we raised our terrifying experience and concern with the manager of feeling unsafe and threatened. In person he was totally supportive and apologetic telling us we were mistreated and the situation was mishandled and that he would resolve it making sure we were taken care of. He took our contact information and promised to reach out the same day. Two days later when we still hadn't heard from him, we sent a message asking if they had an update. He then bluntly informed us that the hotel planned to do nothing about it and defending the hotel does not discriminate and refusing to take accountability or acknowledge the threat made on us to call the police. He then had the director of rooms reach out to tell us that the incident was justified by the hotel with the reasoning of "we pay more attention on the guest from other country to show we care, we put the welcome fruit for each foreigner...

Just finished a 2 night stay here - I can now understand why this hotel is so positively reviewed. ||Staff are genuinely helpful, patient and solutions oriented. They are clearly empowered to help customers make the most of my stay, My room initially had an issue with heat - with the room not being able to be cooled down. The front desk team was incredibly patient and courteous in helping to find a solution to this. ||What I really loved about this hotel is its food and beverage offering. Their restaurant...its atmosphere and cooking, transports you to an upscale brasserie in the middle the Marais. Had dinner in the hotel restaurant both nights - everything I tried was fantastic - unpretentious, authentic and full of flavour. The menu is also quite extensive, so it'd be difficult to get bored with the choices during a long stay. ||Was so impressed by the hotel that I've just booked another stay in a few days' time. ||One warning though - their deluxe room design may not be to everyone's taste. The closet, toilet and shower/sink are located each in their own enclosed spaces, on opposite ends of the room. For me at least, this wasn't very functional. May want to consider another room type if this is...