Pan Pacific Suzhou — Hotel in Suzhou City

Beware of choosing this Suzhou hotel!Might seem like a 5* star from its rich heritage and story, beautiful exterior and multiple awards. In actual fact, it’s an ageing 2-star hotel with no intention to upgrade its facilities and food quality. Clearly we were not given a clean, comfortable and safe family room which was assigned to visiting foreign dignitaries. Refer to the photos for evidence. Breakfast buffet tasted like a 3-star quality and the set lunch at 海天楼 certainly didn’t taste like it was cooked by world class chef in China. Service in both restaurants was mechanical and robotic. Staff manning the breakfast counters were seen yawning away and very jaded. Check-in service lacked the service standards expected of a 5* hotel chain. Concierge counter staff was not helpful with directions and sightseeing information. Family suite’s facilities were ageing and lacked the attention to details. Housekeeping and maintenance team certainly failed to pay attention to the maintenance and amenities. There were no tea and coffee sachets, a basic amenity, when we checked into the hotel. Requests had to be made for extra towels and pillows even though these were specified. Unfortunately, we were assigned a dual family room which were not maintained properly and the hotel managers (Bill and Sally) refused to give us a full refund for their lapses. Spoke to the hotel managers at length and they had no power to make any decisions other than to offer free food. Apparently feedback was given to her bosses but no refund was offered. Photos 1-3 and 9 - imagine our rude shock when my husband was nearly pricked by a nail on its single fabric seater. His sweater was damaged by the nail. This could have resulted in contact with the skin if he wasn’t wearing his sweater. The hotel manager, Bill, was activated. He only apologized and offered a chair which didn’t match the decor.Photos 4-8 - another rude shock ensued when we saw a badly damaged door frame in the middle of the night. It was too late to activate Bill again. Showed the hotel manager, Sally, on the next day , photo evidence of the damaged door frame and chair, room facilities, ageing carpet (Photo 12) and the damaged room cabinets. She only acknowledged their lapses and offered more free food.Photos 9 -11 - We did not use any of the amenities - fridge, microwave and cabinets as these were unhygienic, rusty, yellowed and not cleaned. Look at the interior of the damaged cabinets which could not be closed and there were others which were locked.Fridge interior was very dirty. Spoke to Bill and Sally at length and she was apologetic but had no decision making power to give a full refund. While this hotel claimed to be a multiple award winning hotel, clearly no efforts had been made to spruce up their rooms and facilities, especially our family room which seemed like it was unoccupied and not maintained for a long time. Overall, this accommodation truly marred our experience in Suzhou. We will definitely not return to this hotel in future. They should focus on overhauling and upgrading their rooms and most importantly, service standards. Hotel managers did not seem to have any service recovery authority other than offering free food...

The 2-Bedroom Executive Suite at Pan Pacific Suzhou offers a spacious and well-appointed option for families or groups seeking a balance of comfort, cultural immersion, and a touch of luxury. While the suite and its location provide several highlights, there are areas where the experience could be enhanced.Pros: 1. Prime Location Within the Hotel: Situated centrally, the suite offers excellent views of the hotel’s beautifully landscaped gardens and traditional architecture, creating a serene and visually pleasing environment. 2. Thoughtful Decoration: The hotel’s decor is rich in detail, reflecting Suzhou’s cultural heritage. This adds a layer of charm and authenticity to the stay. 3. Proximity to Cultural Activities: The Panmen Scenic Area hosts numerous free activities and cultural events, particularly at night, making it a vibrant spot for exploration. This adds significant value for guests who wish to immerse themselves in local culture. 4. Spacious Accommodation: The 2-bedroom layout provides ample space for families or groups, ensuring comfort and privacy for all guests. 5. Good Breakfast Variety: The breakfast buffet offers a wide selection of dishes, catering to different tastes and dietary preferences.Cons: 1. Limited In-Room Amenities: While the suite provides water and fruit on the first day, the lack of daily replenishments and an empty fridge may disappoint guests expecting a more premium experience. 2. Missed Opportunities: With a short stay, it can be challenging to fully enjoy all the activities and cultural events in the Panmen Scenic Area, which could leave guests wishing for more time. 3. Breakfast Service Challenges: • Families with Young Kids: The breakfast restaurant is not particularly family-friendly. Parents traveling with small children may find it difficult to manage, as cutlery often runs out quickly, and guests need to fetch it themselves. • Service Efficiency: The service level in the breakfast area could be improved to better support the volume of guests and ensure a smoother dining experience.Verdict:The 2-Bedroom Executive Suite at Pan Pacific Suzhou is an excellent choice for families or groups looking to combine cultural exploration with comfortable accommodations. The suite’s central location within the hotel enhances the experience, offering stunning views and easy access to amenities.However, the hotel could improve its service standards, particularly in the breakfast restaurant, to better cater to families and enhance overall guest satisfaction. The lack of daily in-room replenishments also feels like a missed opportunity to elevate the guest experience.Would I recommend it? Yes, especially for travelers who appreciate cultural charm and a spacious, serene environment. However, guests with young children or high expectations for service should be prepared for some minor...

I have really mixed feelings about this hotel. It's really pretty and well-appointed on the outside with some great soft product but the hard product is definitely past its prime.||Pros:||- Located in the old city with a bus stop nearby and about a 10-minute walk to the nearest subway station. It's a great base to explore Suzhou.|- Free access to the Panmen scenic area. As a hotel guest, you have free access to this place (it's definitely a must-see for Suzhou). Otherwise, you have to purchase a ticket for around 35 RMB (I think?).|- Beautiful hotel. The outside of the hotel is beautiful, resembling a classical Chinese building. The lobby interior was beautiful as well. Definitely one of the prettiest hotels I've stayed at, and a lot of people hold weddings here.|- Service was great. Every day when I returned, a member of the housekeeping team would knock and ask me if my room was cleaned. When I needed something, the front desk was quick to respond.|- Comfortable room. The bed and pillows were quite comfortable, and all the amenities were provided.||Cons:||- Really dated. The room felt like it was from the 1990s, with some really old furniture pieces. The room was also kind of dark since there weren't a lot of lights, so it doesn't feel as inviting.|- Bathroom disgusting. Their housekeeping staff really need to do a better job. The bathroom was absolutely disgusting when I got in. Toilet wasn't flushed and there were pee stains all over the seat and cover. Good thing I had disinfectant wipes on me, so I was able to clean it up myself.|- Little privacy. The first floor has little privacy, since you are facing the pool. It wasn't as bad since there weren't a lot of people using it, but I expect in the summers it would get quite loud. During the day if you want to close the blinds, the room will be super dark since, again, there aren't enough lights.|- Falling apart. Two lights weren't working when I got into the room and maintenance could only fix one of them. I feel like this is something the hotel should have taken cared of ahead of time.||Conclusion:||I probably would not stay here if I were to come to Suzhou again. Further east in the newer parts of the city are much nicer and modern hotels that are closer to shopping and dining options. You can easily take public transit to the old city. I think this hotel is something you can admire from the outside, but the inside is really...