Sunny Holiday Inn — Hotel in Guangzhou City

We are here in Guangzhou on an 8-day business trip, and this was the very first time I felt disappointed with IHG.

As this is our first time in Guangzhou, we took a lot of time to research hotels and deals. As IHG Platinum reward member, we are familiar with IHG, we trust in the services and chose to stay here at Voco, Guangzhou.

At check-in, the staff gave us an upgrade, which is nice, and the room and  layout were functional. The bedroom and living area were recently renovated. But as we spent time in the room, we found that it was a little run-down; the toilet floor was old, with a lot of stains all over, the window looks like 20 years old. As a 4 stars hotel, we were surprised and a little disappointed with the room's overall conditions.

Afterwards, we found that the hotel wifi was working with a very low network connection. This is very important to us, as we are on a business trip. The staff mentioned that they are fully occupied, which could be the cause. The internet has almost no connection, is very slow, and we were unable to access general websites. We have to use our own mobile hotspot on the roaming package we bought from Thailand and have to pay extra for it. The technician was not able to fix it. We tried to communicate with the hotel staff, but they were not very helpful. Instead of finding good solutions I have to work at midnight using the staff hotspot connection at the lobby.

After our second night we sent an email and WeChat stating our problem, but we did not receive any reply from both. So we decided to cancel the rest of our stay and find a new hotel to stay at instead. We were not thrilled as we booked Voco so long in advance, and now we have to find a new place, which cost us much more. We notified the hotel that we would be moving, but no help, service, or compensation were offered. As we have meetings planned and scheduled, transferring our own baggage during the day was a little complicated. So we asked the hotel for free service to deliver our luggage to the new hotel, which they weren’t going to offer but agreed to in the end. But it is likely that they won't offer such service if we don’t beg them to.

Booking Voco in Guangzhou was a bad decision for us. We had a terrible experience with the services, so no more. After we moved to Sherxxxx Tianhe, the service is great and the internet works so well. Luckily, we acted fast and moved after spending just 2 nights at Voco.

*It has been 5 days since we checked out and filed a complains and we have not heard back from the hotel. But obviously the post-service isn’t up to IHG standard too. Now we are certain that the overall service...

We stayed for 4 nights in Oct 2024. I am a repeat customer. I was here in Dec 2023 for 2 nights and thought the hotel was very nice. For this trip, I travelled in Hunan for 10 days before stopping Guangzhou. Amongst the 5 hotels in this trip, Voco ranks the best in cleanliness but average/below average in service and amenities. Amenities : no vanity kit. Self laundry is not free. In addition, you need to download an App with a local telephone number to activate an account in the App. To make matters worse, the laundry room is located in an area where WiFi signal is weak! Services is spotty. Great stuff - front desk Ingrid and her manager helped me pay for the laundry ( see feedback on laundry). Front desk Wyman was also helpful with recommendations. Front desk will help you with reservations or suggestions if you go down to ask them. Cleaning lady greets you and leaves nice notes for you. Front desk guy is responsive to requests.  There are people who try very hard to please. The bad:  If you call reception to help you with restaurant reservations, they say you have to call the restaurant yourself. Hence service is spotty. I recommended this hotel to my husband because there were soups available at the end of the day every day during my stay in Dec 2023. It was heartwarming. This time round, they delivered for the 1st three nights only. When I called reception about non-delivery on the 4th night, the guy on the phone said soup is only available for 1st night only. So should I be happy that I had soup for extra 2 nights because they made a mistake on the 2nd and 3rd night, or is the guy lying and I didn’t get soup for the 4th night? As a customer, it made me disappointed and made me feel cheap that I had to ask. Lastly, you are required to put 500 rmb as deposit. I knew about it and was ok. During check in, check in staff says I have to put 1000 rmb because I am staying 4 nights! I refused to put the extra 500rmb because it doesn’t make sense! The front desk quickly backed down in the extra 500rmb when I refused. Of all the hotels I stayed in, none of them asked me to put deposit , including Hampton. Voco’s SOP for deposit/ services is inconsistent and not customer focused. People designing the process doesn’t know the customer and purpose of process is not customer focused. people executing it are not singing the same song. Am staying at ATour...

I had a very disappointing experience at Voco Guangzhou. First and foremost, the hotel is not wheelchair-friendly at all. The entrance ramp is extremely small—only suitable for trolleys, not wheelchairs. There is another ramp near the car park, but it is steep and requires walking through a busy parking lot with heavy traffic, which made it dangerous and uncomfortable. Additionally, staff at the parking lot, possibly security or parking attendants, were extremely rude to us.My main reason for choosing this hotel was its proximity to Shangxiajiulu, but I was not informed that the walkway towards it has a barrier that cannot be lifted. My wheelchair-bound father had to get out of his wheelchair and I had to carry it over the barrier to continue. When I asked the hotel staff if they could lower the barrier, they told me that belong to the govt they can't do anything about it and instead suggested that we walk 500 meters on a busy, heavy-traffic road—something very dangerous and not suitable for our situation. I also specified during booking that I would have an elderly wheelchair user with me and even called the hotel to confirm. They should have offered a wheelchair accessible room or at least informed me about any accessibility issues. Instead, my father was placed in a regular room, making movement around the hotel difficult until the next day when i approach them about this issue, they finally offered a wheelchair-friendly room.The worst incident was on the third night around 2 a.m., when the toilet was clogged with sewage overflowing, emitting a terrible smell. I was shocked and immediately informed the hotel, and they quickly moved me to a different room. However, that room was far from my father’s, which caused inconvenience. When I asked how this was possible, staff told me that toilet paper should normally be thrown in the bin, not the bowl—yet no notice or warning was provided to guests. Overall, my stay was very unpleasant due to these issues. On a positive note, the hotel does serve different kinds of soups daily, which was a small bright spot in an otherwise...