W Guangzhou — Hotel in Guangzhou City

1. Only one front desk staff doing check-in. I have been waiting for a few minutes because she was handling some other guests, but other staff did not attempt to assist me although they were not busy.

2. The front desk agent asked me if I'm a SPG member, I provided my email address but have been waiting her to check. She said the computer is too slow (is it a good explanation to a guest)?

3. I entered to the room and called front desk immediately asking what room type it is. She said it is the theme of "Fire", I said I do not see any design that related to "Fire", and I request for a room change. She said she can only offer me another "normal" room which is not even as good as the one that I have checked in (and she said she has already given me an "upgrade"). I said fine, let's have a look of another room anyway. After a few minutes another staff escorted me to another room which I found it is exactly the same design. He said both rooms are actually "standard" and are not "Fire" design. I asked him to clarify this with his front desk colleague, and then I heard that they were arguing whether my first room is a "Fire" or not! Eventually I was offered to show another room with "Crystal" but I was told to pay RMB200 more per night. I just felt it was ridiculous, and I said I have to talk to a manager. Finally I was offered the "upgrade" to the crystal room because there was actually no "Fire" room was available. The staff "reminded" me that I should have made the request during booking, sounds like I was making a mistake and denied that they have made the guest confused.

4. Everytime I was scared by the toilet bowl when I open the room door, because the first eye you could see is the toilet bowl when open the room door. The toilet bowl cover lifted up automatically with the red and blue light flashing from the "W" logo, Very scary design...

5. The washroom door was hard to open and close, and I had to leave the door opened for easier access at night, but was bothering by the flashing red and blue light all night long.

6. I called "Whatever" for a bucket of ice, and the answer was just a simple "OK"...

7. The room attendant did a very bad job in cleaning up the room. A used small tower was left by the sink, The ice bag with some water (because the ice was all melted) still left on the TV desk. Two champagne glasses were just left on the table without cleaning, and did not put back inside the drawer.

8. Thermostat was unstable, I was sweating in the middle of the night even the temperature was set to 19 degree (which was the lowest temperture that I was able to set).

9. Check out was quick, because the staff did not even look at me for more than 1 second. She just simply asked me whether I have used the minibar. The final word was simply a "All set" in Chinese. As I expected, no mention of any THANK YOU.

Overall a very unplesant stay and I would defintely not recommend to any...

Stay away -- dishonest management and staff, dirty/smoke filled rooms, NO A/C (rooms are VERY moist and humid). NOT consistent with the Marriott branding. If you're looking for a Marriott or a nicer stay, there are several local hotels much more worthwhile (I'd rec hotels around the Taikoo Hui area or honestly any other hotel in the same area over this tbh). Guest demographic is not business or family friendly.

Rooms are heavily saturated with cigarette smoke (practically impossible to find a non-smoking room, it's just less smoke vs more), there's NO a/c (they will try to con you into staying at the property by gaslighting you into thinking you just need to wait it out, and the "technician" they send will try to lie to you and say it's because you didn't set the thermostat to a full fan). I was unlucky and booked two rooms for my family and checked in on a late night. We reported our concerns about the humidity in the room (it's literally WET) immediately from 10:30 pm and they kept telling us we just needed to wait or wouldn't return calls (Duke told us he'd follow up but never did and clocked out instead while we waited), said they were setting up another room for it to be cooled down -- nothing was solved and we were dumb enough to wait around and believe them until 1:30 a.m. By that time, it was too late for us to find another hotel and we could only reluctantly try to give it a shot -- the room stayed moist, temperature never dropped past 22C (despite setting it to 18), and we never got any sleep.

Spoke to management (Han Lu), they KNEW and admitted it was central A/C and the thermostats never go past 22C. In fact, they admitted they turned on the heat too. Yet, that was not what we were told from the beginning when we raised the issue -- they didn't want to give us a chance to find another hotel and duped us into staying. The only resolution they had to offer for our 2 room stay (I had to ask, and they kept telling me to wait and never returned calls) was: (1) 120 RMB meal credit and city transportation, (2) 600 RMB meal credit and 2 bathrobes, (3) a vague potential spa treatment for only 1 person out of my 4 family members, (4) free room upgrade, (5) 5000 marriott points. I paid a stay valued at 80,000 points.

Go somewhere worthwhile and stay away from this hotel. I'm not normally one to complain, but they are blatantly engaging in dishonest and fraudulent actions and tarnishing the Marriott reputation. This is a 2 star motel in disguise (2 because of the amenities,...

I thought I have found a Starwood gem in this New Town, but after my second stay I have decided to pass on it. My first stay was quite uneventful but I found its location a bit off the beaten path and the constructions around the hotel did not help either. The Executive lounge server was so apologetic for not knowing how to uncork a wine. The upgrade to a Fantastic suite was very nice and the hi-tech hardware is surely fun and well designed. The mechanics of the electric curtains are the most quiet and smooth I have ever used. The bedside lights control are so well designed that it only lit up when it's being touched..

Unfortunately, my second stay was close to a total disaster. I was awaken by heavy party music at 3 AM my first night and upon calling the operator was asked to check if my bathroom tv was on, which was a good first check. They have then found out that my neighbor downstairs have apparently started a party in the wee hours. The cigarette smoke was so heavy that I can even smell the odor in my room. I was offered a 6 PM late checkout which I declined. They were not able to contain their guests until after about an hour of phone calling and banging on their doors. The day front desk manager only offered an apology and they do not give you compensation points as in the US properties.

Upon check out, I asked for an official receipt and was given only the amount for the second night. I then asked for the total amount and the receptionist quite rudely accused me "haven't you got it already." That was my first and only check-out of the entire stay.

The bellmen really need some education. I left with luggage trying to go to the train station and asked for a cab. I was politely told to step aside to the taxi queue where I was the only one in line. Another dressed-in-black guest showed up asking for a cab as well and just stood by the curbside. When a cab came and the other guy just jumped in without a word, I argued with him and the bellman said let him go and that the guy had asked for a cab before I did. I told him that he was lying and there was no one in front of me when he asked me to queue up. If in fact the other guy was there first, the bellman should have politely informed me that there was another person ahead of me.

My experience with this W is that it has a lot of suspicious guests and staff acquainted with it. There are a lot of other nicer and safer hotels in New Town and that's where I'm...