Shangri-la Hotel,Harbin — Hotel in Harbin

Shangri-la has been well-known hotels around the world. Expectation is high and so as demanding. We expect service oriented establishment and a memories that last forever in our thoughts and heart.

During our arrival, the first time that i noticed, there isn't anyone opening the door for us and helping us unload our luggages @ 2begs size28" and one hand carry. The doorman it's not there. A bit of dissapointed. Nevertheless, we proceed to check in, we were being greet by Mr. Charles Qu front desk receptionist. He able to communicated well in English and also for few of them. The disappointment was short lived and comes lots of excitement, Harbin is known of extremely cold and snowy. I'm looking forward to it, we were informed that we had been upgraded to Horizon club members. Believed me, this you opt to have it as the stay is much pleasant with complimentary meal and drinks start at 5-7pm!!

No doubts, they have many room improvement and they should be slightly credited as many of them hardly understand English or Cantonese. Mandarin is their mother tongue. I couldn't argue on that but believing they work hard for it.

Helping your customers unloading and loading at the front hotel should courtesy and always helpful but here i don't see it at all on my 4 days stay! On the morning breakfast, the chef who cooked the omelette egg were disrespectful and not accommodating. They can't speak nor understand English is not an issue but on replying and gesture, i have to complain on this. 2/1/2020. I didn't bother to take his name but not all of them are similar. On the next day 3/1/2020 the same place where i ordered my eggs, i was greeted an With a smile and service oriented person. So, it's not all rotten but only a few of it.

Last and not least, the concierge counter are extremely helpful. He speak and understand well. He coordinated all our itinerary to our personal taxi driver. I didn't get his name but he is good. I would say very good!! This is where your customers give high rating for your Hotel performance!! Pls give him the credit and so as Mr. Charles Qu.

I always encounter a beautiful and smart dressed lady, always courteous and smiling. Spot check here and there ensure the premise runs accordingly. You need to pay attention little bit more on the little service that counts as ppl like me pay attention to that.

Overall I'm satisfied but not extremely satisfied customer. If it's not that two gentlemen and one or two ladies, i would not be commented and give the overall...

My son and I stayed here at Shangri La Harbin In August 2016 for 4 nights. There was only 2 things.. The first thing was an issue we encountered. It was the only issue we encountered during our whole stay. It was on the 3rd night our water got cut off somehow. They quickly got that fixed in about 30 minutes. The 2nd thing was one of the staff. He said he was a manager. His name was ‘Hansen ’ He spoke english with a British or Australian accent. Sometimes sounded British sometimes Australian. He was helping us arrange a taxi and he asked me ‘You said you were american, right? ’ I said yes. He replied ‘ Really?’ I said yes again. He went on to say ‘ I don't believe that’ I was taken aback because thats the first time I've ever heard anyone say they didn't believe i was american. I asked why? He said ‘ Your english sounds like studied english, not english like you were born and spoke it your whole life.’ Then he asked me if I was sure I was a native speaker. I thought it was a big joke. I said of course I'm a native speaker of english. He said OK and smiled and commented ‘You speak differently, unlike an american. ’ I asked him if he was a language professional or something and asked him to just help me book the taxi. He said he meets americans all the time and they spoke differently than me. If Hansen is reading this, I hope you realize how weird that was and I hope you checked my passport. haha. I am full blooded american. Everyone has different ways of speaking any language, including chinese people speaking mandarin. I speak slowly and clearly, but my accent is definitely american! Next time I would suggest to the staff here and Hansen, don't try to act like you are a language teacher. Please! Just give good service and help your customers.

Overall a...

We booked a suite and informed the staff in advance that I am a handicapped amputee. Everything seemed fine aside from the restaurant having no English labels on food (awful for this brand) and serving the same food for lunch and dinner with many options unavailable by 630. Not up to brand standards. ||||We were initially happy enough so we added a night to suite 1601 as my wife WAS a happy 20 year customer of the brand. We spoke to a manager and were assured it was taken care of. ||||The next day I was injured and suffered a broken prosthetic leg. We returned to the hotel in great pain. We arrived at our suite to find the staff had locked us out with my medical items and medicines inside. I had to limp and nearly crawl to the desk. They demanded full payment of over 3000 rmb!||||We explained our money was in our room while they debated letting us back in. They then followed me to the room where they discovered that the door didn’t work and left me trapped in the hallway in great pain. ||||Staff reappeared and I thought they were coming to help but they were actually following me with a credit card machine. ||||Did the hotel email text or call to advise there was any problem? No. They simply locked a twenty year customer out of their suite and trapped them with no medicine. This inhumane and ridiculous lapse of service will keep me from...