Pullman Hotel — Hotel in Nanjing City

My third stay at this hotel, but I think it will be my last because on my second and third stays I've experienced progressively worsening bad service from what had been a good experience on my first stay. This time, as with the second stay, staff were unfriendly and unwelcoming (except only for the bellhop, who was very professional). This time, the focus of the check-in staff person was to make a point of highlighting the room rate even though I had already paid, and then when I arrived at my room, the door was open and another staff person was locking the refrigerator even though the room description had included refrigerator and I had wanted to use it. It turned out that this was because the fridge contained minibar items and I would need to pay an exorbitant 500 RMB deposit if I wanted access. This means that the hotel does not trust its guests, behaviour that I might expect in a 2-star hotel, but not one that promotes itself as being 5-star. There had also been no mention of the deposit requirement in the hotel listing information when there should have been because international travellers won’t normally be carrying that amount of RMB cash. So I told them to remove all of the minibar items and take them out of the room so I could use the refrigerator. People weary from long-haul flights just want a friendly, welcoming, and hassle-free hotel experience that allows them to rest and relax, but this no longer happens at this hotel. So, I no longer recommend this hotel, and when I next pass through Nanjing Lukou airport, I'll be trying one of the other...

The hotel was ok and I'll tell you why, but first ignore the automated response I'll receive saying thank you for the good review...🤷When I arrived service was on point💯, staff helped me check-in quickly and easily and even assisted with all my heavy bags. I was also upgraded to a bigger room which was great, but on Ctrip I initially opted for late check-out (14:00). When I got to the room I was a bit disappointed because:1. I was looking for a button to drawn the curtains until I found it need to open them manually LOL. 2. I tried to open the balcony door as to get a better image of the planes, unfortunately it was locked which completely defeats the purpose of a room upgrade. 3. The carpets were dirty all throughout the room and hallway. My room looked as though white paint had been spilled on the carpet🤷4. Power points to charge electronics are so inconvenient. So outdated and didn't at all fit my electric needs. Also, I had to charge one phone on one end of the room and another at the other end, because inconvenient! 5. Upon leaving I called the service center to assist with my luggage again. Unfortunately, when I called the lady didn't quite understand and said she'd call back. I waited for a call that wasn't returned until I decided to drag and carry 5 heavy luggage bags on my own to check-out. For a well known hotel I wasn't expecting this. I feel I could've gotten more value for money elsewhere but I specifically booked this for airport convenience. So sad!! I don't even have photograph, because there was literally nothing...

My second stay at this hotel, and it was unfortunately not as good as the first. For this stay, I’d booked an hourly rate room for three hours to have a break between domestic and international flights, with the hotel being very accessible, just a 3-minute walk inside the building from Terminal 2. However, when I checked in, the reception staff person seemed more concerned about making sure that I would check out on time at the end of my 3-hours than they were about whether I would have an enjoyable stay. This sort of welcome might be expected in a 3-star hotel, but not a 5-star hotel. Then, once in my room, I waited for nearly an hour of my 3-hour stay for a very basic room service order made through the app accessed from a QR code in the room to arrive. The order only finally came after I contacted the room service number, which seemed to initially know nothing about the order I’d made, and then the reception manager. The reception manager was most apologetic and sought to remedy the situation, and I thank them for this, but it would have been better for the hotel to have ensured the best experience in the first place. The excellent location of the hotel and the high quality of rooms and facilities could make it ideal for a good rest and refresh between flights, but for this, the service would need to be better. One thing that would help is for the room service menu to include a list of very fast service items for...