Pullman Suzhou Zhonghui (Opening July 2019) — Hotel in Suzhou City

Thank you for the hospitality during the Chinese New Year. I appreciate the challenges of this busy season, but feel compelled to share my disappointment regarding my recent stay.

From the moment I arrived, the service fell short of expectations. I did not receive any luggage assistance from the concierge team. When I approached the member priority desk for check-in, I was informed it was only for check-out, despite the 'Priority Welcome' signage. This resulted in a 20-minute wait at the reception to check in.

Booked my stay through the official Accor channel, only to be told that no booking could be found, which was frustrating. I was informed my room wasn't ready and asked to return later for my key, while other guests were receiving their rooms ahead of me. The receptionist indicated that no priority would be given to members, treating as a regular guest, with no room upgrade or late checkout granted on my first request. This brings into question the value of membership.

I believe my preference for an non-smoking room was noted in my Accor profile, but the receptionist did not verify this and assigned me a ‘non-smoking’ room with an ashtray. The strong tobacco smell exacerbated my allergies and caused significant discomfort.

Additionally, I was not informed about hotel facilities, member services, or welcome amenities and had to rely on another staff for information.

My experience at the executive lounge for afternoon tea was disappointing, featuring dry sandwiches, unripe fruit, limited drink options, and an empty cookie container.

I would like to express my appreciation to Salinna for providing valuable information about member benefits and Rose for promptly assisting with a room change to a suite without smoke odor, which helped alleviate some of my allergy symptoms. However, the cleanliness of the suite was lacking, with noticeable issues like eyelid tape on the glass and tape on the carpet, raising concerns about the room's cleanliness.

I am bringing these matters to your attention because such service is unacceptable at any time of the year. I have stayed at other Accor hotels during this period without encountering similar issues. I believe action is necessary to enhance the experience for future guests.

Given this experience, I am reconsidering my loyalty to the Accor group, as my membership went...

I would like to say a big thank you for taking care of our family during our recent stay at your hotel. Well done to the Pullman Suzhuo Zhonghui Team. Especially the team on the executive floor ( Aileen and her co worker), Their thoughtfulness and attention to details really warm our hearts. They can definitely be the role model for other Pullman in China||||Below a short summary of our feedback on the hotel.||||New and beautiful hotel with good location. Excellent service from the staff upon our arrival.They were expecting and well prepare for our arrival, The front lobby staff brought us to the executive lounge the moment we arrived. They were very attentive to our needs. Our room was equipped the moment we were checked in. Really make us feel like home. ||||We would like to commend one of the senior staff, Ms Aileen, at the executive floor for personally delivering hot milk to my daughter upon knowing that we have a child staying with us. Her gesture really warm all our heart on a chilly night||||Out of the 4 hotels we stayed in during our 9 days in Shanghai, Suzhou and Hangzhou (all under Accor group), this hotel has no doubt left the deepest impression for our family. Thank you to all at Pullman Suzhou ZhongHui for giving us a memorable stay at your hotel.||||Well done to the Pullman Suzhuo...

We had a lovely stay at the Pullman Suzhou Zhonghui around the middle of July. It didn't seem overly busy and what can I say about the hotel, it was a very typical high end exoerience: welcoming reception, someone could always be found to speak English and they could help with some bits and bobs typical Chinese that us foreigners need a hand with like ordering a did and the like. The room was huge, clean and kept at a very high standard. A personal pet peeve of mine in China is the difficulty to find good coffee (no americano thank you) and this hotel delivered just fine. I would go to quite big lengths for a good coffee, if that is you, go to this hotel. The gym was nice and at least when I got to the room after 21h every day, it was quite free. Not big, so I can see it getting crowded if 8 people are there, but for me it was fine. The pool was always closed as I arrived too late, so no idea about that. The breakfast was also amazing, so overall highly recommended for a business trip. For personal trips I would like to be closer to the old town, but that's a...