Wyndham Grand Foshan Gaoming — Hotel in Foshan

Booked 6 rooms at the hotel’s official website to spend a night with kids and seniors as the hotel has swimming pools and hot spring. Knowing that the hotel is new we checked a week ago to confirm the facilities and was confirmed that the swimming pools and hot spring are all opened; just a few restaurants and the spa are not ready yet which is fine.||Checked in at 3pm, no room is available for us, receptionist’s response was “not our fault, the guests check out late, nothing we can do!!” We only managed to get all rooms after 4pm!!! Offered us a drink at the lobby while waiting for the room.||Room was not cleaned well, I sat on the chair and felt something under my bum, found a used straw on the chair, still WET!!!! Found hairs in the bath tub of my parents’ room.||Since it was late afternoon already, we quickly put on our swimming suits and went down to the outdoor pool but was told it’s under maintenance, BUMMER!! Asked about the indoor pool, maintenance too!! Asked about the hot spring, maintenance too!! This is a joke!!! You should have informed your guest about this in advance!!! This is completely irresponsible!!! Big disappointment, it’s not just 1 facility that is out of service, it’s 3!!! Not telling us in advance and not even at check in!!! As an international brand hotel, is this how you serve your guest?? We could have postponed our trip to a week later if you would inform us in advance. We booked 2 cars and drove 2.5 hours to your property and that’s what we got provided!!!!||The next morning at 8:45, I went to the reception to ask if the pools and hot spring is back to normal and was told by the receptionist that there wasn’t any problem with the pool and hot spring, I got so pissed and said I was told yesterday by your colleague that they were under maintenance. They seemed surprised and asked me to wait and after a while a lady casually said Yes they are all under maintenance !! This is just so so hopeless, the facilities, the communication, the service!! ||At the Chinese restaurant, ordered dim sum for 2 rounds on the paper provided, the waitress said you have written on the same paper so how could I know which one is additional order. I told her there are 2 columns in your order form, one column said “first order” and the other column said “additional order”! The waitress looked at me and said yes yes I didn’t see it!! Man, this is not funny at all! ||I tried the whole time to stay calm and cheer myself up as I don’t want to upset my parents of 80+ and be polite in front of 2 kids!! But just put yourself in my shoes, is that what you want from a Wyndham Brand Hotel!!???||Please inform your guests well in advance when you have problems with your facilities, we could understand things could happen but guest should have the rights to either postpone their trip or to choose other hotels if you cannot offer what you are supposed to offer. It’s not just about money, it’s the time and effort for 13 people making a family...

Booked 6 rooms at the hotel’s official website to spend a night with kids and seniors as the hotel has swimming pools and hot spring. Knowing that the hotel is new we checked a week ago to confirm the facilities and was confirmed that the swimming pools and hot spring are all opened; just a few restaurants and the spa are not ready yet which is fine.||Checked in at 3pm, no room is available for us, receptionist’s response was “not our fault, the guests check out late, nothing we can do!!” We only managed to get all rooms after 4pm!!! Offered us a drink at the lobby while waiting for the room.||Room was not cleaned well, I sat on the chair and felt something under my bum, found a used straw on the chair, still WET!!!! Found hairs in the bath tub of my parents’ room.||Since it was late afternoon already, we quickly put on our swimming suits and went down to the outdoor pool but was told it’s under maintenance, BUMMER!! Asked about the indoor pool, maintenance too!! Asked about the hot spring, maintenance too!! This is a joke!!! You should have informed your guest about this in advance!!! This is completely irresponsible!!! Big disappointment, it’s not just 1 facility that is out of service, it’s 3!!! Not telling us in advance and not even at check in!!! As an international brand hotel, is this how you serve your guest?? We could have postponed our trip to a week later if you would inform us in advance. We booked 2 cars and drove 2.5 hours to your property and that’s what we got provided!!!!||The next morning at 8:45, I went to the reception to ask if the pools and hot spring is back to normal and was told by the receptionist that there wasn’t any problem with the pool and hot spring, I got so pissed and said I was told yesterday by your colleague that they were under maintenance. They seemed surprised and asked me to wait and after a while a lady casually said Yes they are all under maintenance !! This is just so so hopeless, the facilities, the communication, the service!! ||At the Chinese restaurant, ordered dim sum for 2 rounds on the paper provided, the waitress said you have written on the same paper so how could I know which one is additional order. I told her there are 2 columns in your order form, one column said “first order” and the other column said “additional order”! The waitress looked at me and said yes yes I didn’t see it!! Man, this is not funny at all! ||I tried the whole time to stay calm and cheer myself up as I don’t want to upset my parents of 80+ and be polite in front of 2 kids!! But just put yourself in my shoes, is that what you want from a Wyndham Brand Hotel!!???||Please inform your guests well in advance when you have problems with your facilities, we could understand things could happen but guest should have the rights to either postpone their trip or to choose other hotels if you cannot offer what you are supposed to offer. It’s not just about money, it’s the time and effort for 13 people making a family...

Before booking, I reviewed the information on their official website, which described impressive amenities and a commitment to guest satisfaction. However, my actual experience fell far short of that promise.||a. Room Amenities|I booked a twin-bed room for my sister and me, but upon arrival, we found only one bath towel and two hand towels—no face towels at all. When we contacted the front desk (talked in person in lobby as the in-room phone was broken), we were told that all face towels were “gone.” We had no choice but to use bath towels to wash our faces, which was both inconvenient and unsanitary.||b. Swimming Pool|One of the main reasons I chose this property was its indoor swimming pool, prominently featured on your website and in online ads. However, upon arrival, we were informed that the indoor pool was not yet open. The staff suggested the outdoor pool instead, which was also closed due to an incoming typhoon. I am puzzled as to why the hotel continues to advertise this facility as available when it clearly isn’t.||c. Spa and Hot Spring Area|At the spa, we observed children using life rings and jumping into hot spring pools with no supervision or reminders from staff that these were not swimming pools.||d. Changing Room Etiquette|In the ladies’ changing area, young boys (around three years old) were freely walking around while women were undressed. There were no signs or staff enforcing basic privacy and gender respect.||e. Hygiene Issues|We also witnessed children urinating in the shower area, again without any staff intervention.||Despite raising these issues with hotel staff and lobby managers during our stay, no one took responsibility or offered meaningful assistance. One manager even refused to come out and speak with us directly.||I must say, this experience felt nothing like the Wyndham brand I believed in. It left me wondering whether this property truly represents Wyndham’s values...