Holiday Inn Nanjing Xuanwu Lake — Hotel in Nanjing City

I have never had so much dramas with a hotel service.

The girl who checked me needed re-training (she has probably been around too long and perhaps became jaded). She did not acknowledge my IHG membership status. She also couldn't get my credit card to work (which was resolved the next day by another staff).

During check-in, I showed my lounge access membership. Granted the hotel has no executive lounge, I was pleased that the front desk manager, Bruce Wang, added breakfast to the room.

When he called about 10 mins after I checked-in to my room to ask about my check-in experience, I told him the credit card problem and lack of IHG member acknowledgement. He was apologetic and offered free dinner buffer. I would like to express my thanks here. Indeed, I decided to have dinner buffer the second night and paid for it.

I extended my stay for a day and asked the front desk regarding the free breakfast. I was assured by the staff that breakfast was included. Turned out it was not. Why did he assure me it was added? Very irresponsible of him.

At the buffer restaurant, they ran out of ginger at the sashimi table. I told the "chef", he acknowledged but did not take action. 10 mins later, I told him again to get some ginger. Another 10 mins passed. No actions from him. So I took the empty bowl and gave to another staff and asked her to get some.

Then there was a male server who was "selectively blind" - He would avoid seeing customers waving at him for assistance, he would walked past tables and would not take the initiative to clear used plates. He just walked around as if he was busy.

I found several cups that were chipped. Cup with chipped handles might cut the guest's fingers. The hotel should have changed these cups. Please do not be stingy.

One couldn't help but feel that the hotel is getting old and tired. The staff are lack interest and...

The receptionist went above and beyond to help me.

I arrived much earlier than the checkin time but she managed to have a room ready about an hour after I arrived. Before I settled in the room, she gave me a map and a brief orientation of the city. In addition, she advised me about the tour I was going to sign up for. I took her suggestion and went around the attractions all thru subways and buses. This not only saved me quite a bit of money but also gave me an opportunity to see Nanjin in my own pace and in depth. Not having a local phone, I couldn’t easily make a reservation for Nanjin museum. She helped by using her own cell phone. During my short stays, she answered my questions and took care of me like her own parent. When I was ready to take subway to the airport, she even helped me carry my big suitcase down metro stairs. Being first time so pampered by a hotel staff, I couldn’t give enough praises about her. I am sure she treats everyone with care, professionalism and courtesy. Out of this fabulous experience, I definitely will return to stay in this hotel and hope to...

To be honest, the price offered during the new opening period is good and staffs are so nice that I can feel that they really would like to help customers.

But there are quite a lot of deficiencies during my stay.

First, in my room, two switch buttons were not working including " Do not disturb" and "Please clean up" and the lights in restroom were not working--often lighted up automatically...

Second, I was complained by one of my neighbors that the voice of TV was loud but the volume is only around 17...And after I turned it down, I could clearly hear the voice from my neighbor's room. So I think the room is not soundproof enough.

Third, the breakfast was very very bad except my last morning. For some dishes, I even never saw them in first two days. I was there one hour before it ended. Besides, choices are limited.

Fourth, the 7th floor-outdoor veranda- is closed.

I spent 3 nights here from Dec 30 to Jan 2 and I have to say I did not feel a happy new year.

In general, in my opnion, the hotel looks not ready...