Four Points Sheraton Taicang — Hotel in Suzhou City

I have waited 3 weeks to post my review to give Marriott a chance to respond to our issues and perhaps make some amends---haven'g gotten nothing more than one email letting us know they received our communication and would get back to us by that week on Thursday (2 weeks ago--follow up never happend). We had three big issues:||||1. Had booked a Club Level room. This normally includes a lunge with drinks, etc in other Four Points and was specifically noted, in writing, in our reservation that the Club level room included a lounge to enjoy. THERE IS NO LOUNGE. Multiple staff members told us, apologetically, that we must be thinking of some other chain, they do not offer special things like that the "Club Level" only means it is on a certain floor (no lounge, no breakfast, no nicer room, nothing). We asked to check out at 15:30 once it was clear to us that this was an issue, as this was a main feature we wanted. The room had only had luggage sitting in it up until then. We were told we would have to pay for one night since we had already checked in (before learning the amenities listed in writing in the reservation do not exist!).||||2. First room we got, which was on the no smoking floor, smelled strongly of smoke AND had multiple large brown stains on the worn carpeting, aas well as multiple cigarette burn holes (I am uploading a photo of one of many such areas).||||3 we moved to another room. No smell, carpet worn but not covered in stains. Started unpacking and realized there were insects (small roaches? Beetles? Uploading a photo again). We saw two and both scurried into a hole in the baseboards near a raised bump in the carpet and we could hear lots underneath.||||At that point we scrambled to repack and get our things out of the bug infested room without taking on unwanted pests. Third room was OK, worn out but not stained carpet, no insects that we saw---though it was only 4 doors down from the room prior and I was nervous about it all night. We kept suitcases closed and did not unpack anything and checked out first thing the next morning at which time we moved to Holiday Inn Express.||||No compensation was offered on site. My husband called Marriott from the third room and was told by the agent that her system shows there is a lounge so we must be confused (in spite of being told by t least three regular employees and the duty manager there was not), and seemed unconcerned about stained and burned carpets and insects in rooms. There was never any follow up. I sent a message through the Marriott system after returning home. They did email my husband in response to that to say they needed a few days to speak to the hotel management and then would get back to us. It has been over two weeks since then and no...

the confirmation in our app. Our preference states very clearly we always want non smoking room as well as we made it clear when booking a room but when arrived we were told all 200 non smoking rooms are not available! So we had to accept smoking rooms which were terrible! They asked for SPG number as they didn't have it although our booking was clearly confirmed as platinum!But as the platinum member we asked for suite upgrade which we were given but the room was really old fashioned with very filthy carpet, horrible curtains and still stank of cigarettes!

Our customers had to stay in the smoking rooms and their clothes stank terribly! They were outraged and it was a terrible first impression they received from China and this hotel!

The check-in took about 45 mins (4 pre booked rooms!!) and it needed 3 people at the reception to do it. They didn't have a clue what they were doing.

After we decided to have a quick bite in the restaurant and we thought it will be quick and easy as we were the only people in there. 3 burgers arrived completely cold after about 45 mins and were inedible! We ate them because we were hungry but it was embarrassing!

When we were asked to sign for the bill and wanted to claim our 20% discount as SPG platinum they again asked us for the SPG number because they didn't have it and in the end told us we cannot have discount!

This morning at check-out the receptionist again asked for SPG number when printing the bill!

The worst Sheraton ever!...

It has been my second time staying here. All my experiences has been perfect! They have everything I expected for a nice & cozy stay. The front desk staff were very friendly. She even took me up to my suite and showed me how to use the panels. I also met her in the executive lounge on the 2nd floor. She recognize me and cared about my my stay.

The housekeeping ladies did a great job. They refused to accept tips and said its their duty to clean the room.

The executive lounge opens everyday from 6 to 9pm. They offered a variety of food and drinks including warm dishes (rice, noodle, soup, meats), finger food (sandwiches, pizzas & etc), fruit, desserts, wines, beers, soft drinks & hard liquors. I was tired from my flight & it was nice to have a place to relax.

The Presidential Suite was sooooooooo gorgeous. It is 350 sq meters. There are 2 bathrooms (including steam room, sauna room & jacuzzis), a huge living room, beautiful office, dining area, a kitchen & 2 wall-in closets. I got lost all the time in the unit so my legs were sore .

I also love their breakfast buffet & Chinese restaurant. The breakfast buffet has Chinese style & western style food which can satisfy people from anywhere. Their Chinese restaurant has really fresh seafood & everything tastes so yummy. All the services in the dining places were very nice.

I’ll always come back for their hospitality,...