Sheraton Bailuhu Resort, Huizhou — Hotel in Huizhou

Girl friend and I love checking out new SPG hotels, delighted to find this hotel. The drive up there was a bit challenging since the location is a bit remote (being a resort) no surprise. The resort was not yet marked on the local maps google nor baidu. But found it without too much trouble after pinning the location. We picked a low season, so not many guest in the hotel, being plat. Member got upgraded to suite, and checkin aksed me what I want for plat gift (many other hotels clerks still have to wait for me to ask..).

The executive lounge lady was particularly helpful and friendly, the set snacks before dinner was great. The Chinese restaurant also offered very good food (i am guessing a very experienced chef.). The western cafe restaurant was also delicious, although we only order a club sandwich and a tomatoe soup, but it tasted like it was fresh made on the spot. 5/5 for both restaurant.

Although I gave all 5 starts, but a total tanking of 4 star because of the following:

Only 2 restaurant open, the usually cafe/buffet/breakfast and Chinese restaurant, the italian was closed throughout entire stay or not yet opened. On 3rd day we try to drive around and even into the city, we find the food choices were limited (for foreigner especially - plenty of local restaurant though), we had to go back to hotel and go to the Chinese restaurant again. Food selection probably only thing that we didnt stay longer.

Second factor was because of the swimming pool, there is definitely some lighting issues, during the afternoon outside natural light can not get in. The pool are very deep 1.6-1.8m. The shallow end being 1.6m is probably not good as a resort pool. Although hotel have large outside pool the weather did not allow our visit. The pool felt a bit scary, being so dark its almost like swimming in the ocean/open waters. Lastly, we also found some crawlers...

One last bad thing, we notice a staff with some hygiene problem perhaps, there was a very very heavy body odor... It lasted like 1 minutes even after she/he walked by...

Ending with a high note, given how new the hotel is, I definitely sense the staff are being well trained, I felt like I was on an spg property. Cheers keep up, looking forward to a future visit again...

So I like many Lifetime Platinum members enjoy trying new hotels. This resort is a two hour drive away so we decided to go for a short two night vacation.

So prior to my stay I sent an email and after 5 days and no response I sent it again. After another 2 days I received a response. Name was wrong and I received confirmation of a suite upgrade and my two requests would be addressed.

This is a very new resort and the check-in was very smooth. I received a beautiful suite upgrade facing the lake. Sadly both of my requests were not addressed so I had to take time upon check in to deal with them.

Lets start with the good things:

Buffet breakfast was good The check-in staff were great The girl at the executive lounge was extremely helpful and professional. The all you can eat dim sum was really excellent. 98RMB and you can order whatever you like. They have a very extensive selection of items. The Chinese soup of the day was amazing. Both the indoor and outdoor pool were large and clean. Perhaps the best outdoor pool in all the hotels I have stayed at in China.

Things were improvement is needed:

Email response and followup needs major work. Towels need to be available at the outside pool. (If outside you need to walk back to the indoor pool to get towels) The jacuzzi was broken Smoking in the restaurant was not addressed till I spoke to the manager. no bathrobes in room. spotty wifi in the room No cloth napkins only small square bar napkins. (This is super small but annoying) Buffet breakfast no one refills the coffee/tea. You have a long line of people going to the serving area to help themselves. No prompt pickup of used plates. This is with an occupancy rate of 35-40% IMHO.

The resort is good for families but with the large number of resorts in the southern China area I will not come back...

Very concerned about Security and Safety

This trip was a quick family getaway, a one night stay at the Sheraton Bailuhu Resort. The stay from the moment we checked in was uneventful. That all changed at around 10pm in the evening.

There was loud knocking on the door, and a man demanded to enter the room to deliver a fruit amenity. I was very suspicious as to why room service would attempt to the delivery late at night when we had the Do Not Disturb sign switched on.

Looking through the spyhole, I could see two men that did not appear to be wearing hotel uniforms and did not have name tags. All hotel associates I encountered at the hotel had name tags pinned to their left chest (with exception of senior management). Also no fruit amenity was visible.

I told them I did not want receive the fruit, but he kept knocking and insisting that I open the door so that he could deliver the fruit.

They continued to knock loudly on the door and telling me to open the door so he could enter. I told him again that I did not want the fruit and for them to leave. They kept on for a few more minutes before they finally left.

This incident left my elderly mother terrified. I reported this to various members senior management at the hotel immediately, who did little to resolve my complaint but said that their staff were new and lacked training. Having stayed at Sheraton’s in the past, I have never encountered staff out of uniform, nor those who choose to disturb guests when the Do Not Disturb sign was switched on. All in all a very...