Courtyard Hangzhou Qianjiang — Hotel in Hangzhou City

My family stayed with Courtyard by Marriott Hangzhou Qianjiang during Chinese New Year. Overall, we were pleased with the facilities and amenities of this property concerning it's a Courtyard brand. However, we also noticed some down-sides that the management team should pay attention as continue to improve the service standard for this property. As I expected the stay period would be a peak one for the hotel, I emailed two days before check-in to the Guest Service Manager, Ms. Yang Sunny, indicating the preference of double beds and the same floor. By doing this, I expected the front office team could be able to pre-arrange the rooms before my arrival. However, when I was about to check in at around 2PM, I was informed that my rooms were not pre-assigned and all non-smoking rooms have seen reserved. I was also informed that the hotel will reached me via phone call when rooms ready, however, I didn't receive any call till I came back to the hotel at 9PM. During and after my stay, I also had the opportunities to text message and email Guest Service Manager Ms. Yang Sunn regarding my turndown service and other stay experience. Neither of them got response, though the housekeeping staff truly conducted the turndown service for my room. I felt disappointed that Guest Service Manager didn't pay much attention and love to hear the feedback from guest side. During our stay, we also had the opportunities to have breakfast at Hangzhou Cafe. Hangzhou Cafe was like a chaos for the peak season and reception staff can do nothing but ask guests to sign the bills with the room number. When I consulted one of staff if my room is included the breakfast, I received the yes response but still was charged when check-out. Overall, we were still pleased with other staff here - especially Mona, Bob and Mr. Ju from front office team. All of them were tremendously professional and attentive to our need. The gym facilities in the property are superiors to most Courtyard in the United States. However, the management team should really focus on guest service and F&B to continually improve the Courtyard Hangzhou Qianjiang's...

I checked in at 5:30, as a Marriott titanium I am guaranteed a Rome will be available for me. And the front desk told me my Room wasn't ready yet. I told her that's impossible, there has to be a Room available for me, it was sheet 4pm. So the manager at the front desk had to come over and tell her to switch rooms between myself and someone else that's also titanium. Both rooms are equal, why she couldn't have decided to give me that other Room is unimaginable. Generally in this hotel the staff were very nice, it's a clean place. But you can see everywhere that the owners are trying to save money. They haven't trained people properly. Their selection of tea in the room is the only Marriott I've been in that has an unknown an brand of tea. They brought a small fruit plate, with no silverware or napkin. So how am I supposed to cut the mango that was on the plate? I had to use a spoon that was meant for tea cup. There aren't enough people in the executive lounge. So typically the front desk is unattended. The girls that are inside are scrambling to take care of everything. It's the small things that show that management is trying to save money on every step. But it leaves a bad impression. Only Sarah at the front desk was...

WOW..... A Big WOW to Marriott brand. All their staff can't speak English and don't understand any English at all... They should rebrand this hotel to be CHINESE LANGUAGE ONLY HOTEL. Their staff also doesn't even understand a simple hospitality manner. This is my second time that the table I am sitting on for the breakfast and cocktails hour they just let other Chinese take it away. During the breakfast, I literally already put my coffee on the table and yet when I am back from getting the food, someone already sit on it. During the cocktail hour, I just went to get refill on my plate and My alcoholic drinks and water bottle still on the table, and the staff just took it away for other Chinese to sit on. DO I REALLY NEED TO LEAVE MY HEAD NEXT TIME so you know that someone actually still sitting on the table??????? I have been to other marriott at asian countries and NEVER I got this kind of hotel staff that have no clue at all in just simply english conversation. Even the receptionist doesn't know the type of the room that I am upgraded to.... PLEASE courtyard hangzhou, train...