Holiday Inn Aqua City Nanjing — Hotel in Nanjing City

We stayed at Nanjing Aqua City Holiday Inn on Jun 20 and 21, 2019 for vacation. The front desk and room service were very friendly and helpful and they even upgraded my two rooms to executive rooms. However, the experience at your breakfast place and executive lounge completely ruined our vacation. We brought a 3 years old kid with us and she didn’t feel good and woke up very late in the morning of the first day at the hotel. So my wife came downstairs first and asked if she could take a small plate of dumpling back to our room for the sick kid and a couple of staff were going to pack up the food. Then a staff with name tag, Ming Zhao (Tim Zhao), jumped in and kept saying my wife was not allowed to do that. Anyway, he stopped argument after a few minutes discussion. Later on my little sick kid woke up and wanted to go to the breakfast and I took her down to there. I didn’t know the arguments between my wife and Tim Zhao until I arrived there with my little kid. This “gentleman” rushed to his coworkers again and yelled to them and my wife that your kid came and you could not take any food out! We didn’t say anything at the scene because we didn’t want kids to see the poor performance of Tim Zhao but we told him we would file a complaint. His attitude and service to the guests at the hotel are completely rude and he didn’t care about the guests at the hotel at all. He as a manager ( I learned from his coworkers later he had double standards for the guests and judged guests by appearance) at the hotel doesn’t match your hotel 5-star service. We went to so many hotels such as Hilton, Marriott, and IHG in USA and Beijing and we have never met a hotel staff like Tim Zhao at Nanjing Aqua City Holiday Inn.||||Also, we were allowed to use the service at the executive lounge for the first day and not any more for the second day without explanation. This inconsistent service needs to be improved.||||It is my first time to visit your hotel and Nanjing and it did give me an unforgettable negative impression. I would not come back and never...

We stayed at Nanjing Aqua City Holiday Inn on Jun 20 and 21, 2019 for vacation. The front desk and room service were very friendly and helpful and they even upgraded my two rooms to executive rooms. However, the experience at your breakfast place and executive lounge completely ruined our vacation. We brought a 3 years old kid with us and she didn’t feel good and woke up very late in the morning of the first day at the hotel. So my wife came downstairs first and asked if she could take a small plate of dumpling back to our room for the sick kid and a couple of staff were going to pack up the food. Then a staff with name tag, Ming Zhao (Tim Zhao), jumped in and kept saying my wife was not allowed to do that. Anyway, he stopped argument after a few minutes discussion. Later on my little sick kid woke up and wanted to go to the breakfast and I took her down to there. I didn’t know the arguments between my wife and Tim Zhao until I arrived there with my little kid. This “gentleman” rushed to his coworkers again and yelled to them and my wife that your kid came and you could not take any food out! We didn’t say anything at the scene because we didn’t want kids to see the poor performance of Tim Zhao but we told him we would file a complaint. His attitude and service to the guests at the hotel are completely rude and he didn’t care about the guests at the hotel at all. He as a manager ( I learned from his coworkers later he had double standards for the guests and judged guests by appearance) at the hotel doesn’t match your hotel 5-star service. We went to so many hotels such as Hilton, Marriott, and IHG in USA and Beijing and we have never met a hotel staff like Tim Zhao at Nanjing Aqua City Holiday Inn.

Also, we were allowed to use the service at the executive lounge for the first day and not any more for the second day without explanation. This inconsistent service needs to be improved.

It is my first time to visit your hotel and Nanjing and it did give me an unforgettable negative impression. I would not come back and never...

3 night stay for 3 adults in 2 rooms||Upside:|(1) Location: Many eating places in the mall next door and in the neighborhood. Walking distance to tourist attractions like the Confucius Temple and the Qinhuai riverside|(2) Value for money: For the price paid, rooms were spacious and clean|(3) Responsive management: Air-conditioning in one room didn't cool down the room. After raising the issue with the front desk, an upgraded (bigger and higher floor) room was provided||Downside:|(1) Smoking policy: Hotel appears to have smoking & non-smoking rooms. One room had a cigarette odor and an ash-tray in the room. Wasn't aware of this policy, because it wasn't indicated on IHG's website when booking. Too tired at check-in to request a room change, so just dealt with it by opening the windows|(2) Gym: Decent size, but stuffy with poorly maintained equipment. There's also an indoor pool next to the gym, but I didn't use it|(3) Mis-communication with concierge: Tried to book a minivan/SUV transfer to the train station with the concierge because our 3 large suitcases would not fit a typical Nanjing taxi's trunk, and some drivers would not be willing to put luggage on the front passenger seat. Process was quite challenging due to our limited Mandarin and concierge's limited English. Unfortunately, not only did the transport arrive 5-10 minutes late, it was a regular taxi. Luckily, the driver was accommodating, so all of us and our luggage were able to squeeze...