Element Suzhou Science and Technology Town — Hotel in Suzhou City

Now, I can sit here and tell you that we’re staying in an eco-friendly hotel that even though you’re inside its high glass windows gives you an outdoor vibe. I can even sit and talk about the saline pool, its state-of-the-art gym and list all the amenities; and I can even talk about the number of rooms and the fact that as we speak there’s an international summit going on here. Somehow that won’t speak about my experience here at this hotel. Elements (by Westin) Suzhou Science & Technology Town does have all of the above BUT what I love about this hotel is its Staff. I love the fact that they seem to be always be here. I somehow believe that they live onsite because they’re always around.In the morning, even before I enter the Salon I hear, “Nǐ hǎo Marsha” from the Breakfast Host, followed up by the nice lady in the Salon, smiling at me and ushering me to the coffee machine, while handing me my 2 brown sugar packs. She knows my morning habits so quickly. Not only that, because they knew Peter was missing from my breakfast table for a few mornings, they now signal to me with take away containers for Peter, to have his breakfast in the room. When we need to go anywhere the young ladies at the Front Desk (no matter which Shift) are always either asking us where we need to go so that they can call a CASH taxi to get us to our destination. One of them even came with me one day to the Bank of China’s ATM and sat in the taxi while I went in and conducted my business and accompanied me to the Campus to visit Jon-Marc. Yesterday, one of them even used her own Didi account to get us transportation back to the hotel and we reimbursed her (and walked away while she was trying to give us back our change because we knew she wouldn’t have taken the Tip as is their custom). How else could we have shown her how grateful we were for her kind gesture?Then there is Simon Jiang, the General Manager, who speaks perfect English and is always there to assist and offer suggestions of things to do and places to go. Simon was the one who actually explained to me that you can’t just walk into a pharmacy and get anything without a prescription. What I can tell you is that even though he is the GM he is always on hand assisting the staff with their work. Even though there is a clear hierarchy here, he takes off his jacket and assists in the kitchen, you can sometimes see him helping the older ladies bring out the heavy equipment (if needed) when they’re cleaning the floors, clear tables, etc. Or Alex Ju, the Assistant General Manager, who accompanied Peter and I to the hospital and stayed and spoke with the doctor and the international insurance department on our behalf (in Mandarin) to make everything a little easier for us.These people are the ones who have made my stay here memorable and I can honestly say that its because of them that I would recommend Elements by Westin in Suzhou to ANYONE who wanted a place to stay without hassle and with a host of helpful, courteous, friendly staff. It has been my pleasure having encountered such warm, friendly, delightful and gentle...

Frankly speaking, I'm a little disappointed by this hotel. It is hard to believe that it is operated by a professional hotel group like SPG. It is more like to be operated by a local owner, without much experiences. I know that this hotel is the entry-level series of SPG, but I still think that it has to improve A lot to meet the standards.

I Booked a suite room, and find that it was very small, not only the living room, but also the bath room and kitch. And the kitchen is not Well equipped. There are not enough dishes or chopsticks or forks, and there are no seasonings and oils. The small rubbish bin cannot hold Anything. The coffee machine is in a very old style, not the kind you will see in most modern hotels that uses coffee capsules.

The gym was operated in an easy way. It was weird to see the attendants sat on the window sill talking to each other casually. The changing room is not well leaned, used towers piled on the bench and no one cares. It was not better than a swimming pool in your neighborhood.

And the most the bad experience was in the breakfast buffet restaurant. You can see a lot of tables that were not well attended, dishes in the Buffet area were not refilled after foods were taken. Tables and floor were not well cleaned. Staffs seemed tired and not well trained. All things worked in a weird manner.

It did be the most disappointing...

I value spg as my favorite hotel with attentive service. However, my stay in Element Suzhou could be said as terrible experience.

First, the whole hotel was in a very chilly condition in winter; air condition was absulotely not on through the hallway.

Second, there is no service and people are unprofessional and implolite. The chef wearing the red shirt was very rude when I was asking for napkin during my breakfast. By the way, the napkin should be placed on every table and my table was missing; there is no waiter or waitress around therefore I turned to ask the hotel people-the chef; however he asked me to run out of resteraunt to call the waiter in a very impolite way!

This is not the end of my experience. Since I am the platinum member, I told them I would check out at 4pm when I checked in and put the notice on spg application. However, I received at least 5 room phone call to push me to check out from 12pm to 3pm even though I clearly told them I would check out at 4pm in the first room call.

I never file such a complaint before and this complaint is serious. I look forward to getting a proper response and hope not to see this kind of horrible experience to harm the...