W Suzhou — Hotel in Suzhou City

As a loyal SPG member, I am excited when I knew that W make it's present in Suzhou this year as I am a heavy traveler to Suzhou but other SPG hotels are just too far away from the places that I need to go for my business trip. Understand this is a new hotel that opened on 27th Sep, but somehow I am a bit disappointment with my experience. I have an upgrade to a lake view room this time and I was pretty impressed when the reception told me about this. However, thing just didn't get right when I move into my room

The shower drain in my room is clogged, I did my shower late and call front desk for help. 2 maintenance guys show up after 15 minutes, no other hotel staffs accompany them, they tried to fix it but unsuccessful. They told me they will inform the hotel to get my room changed. I was surprised as no staff coming with them to understand the problem and I do not feel that I am a preferred SPG platinum member at all, I do faced other issues in other hotel but the experience is totally different different. Anyhow I got my room changed after half an hour, a hotel staff coming over to lead me to my new room at a lower floor, no other follow up after that. I didn't stay in SPG hotels for sometime since last year and probably this is the reason I didn't get any attention? I still do not understand how this was not discovered when the room is cleaned before any guest check in or it's never been cleaned before?

I posted this on my Facebook the next day and check in W Suzhou as location. I received an email from W after that to say sorry about the incident. Somehow when I check my Facebook again on 10/19, the W Suzhou location moved to other page and my feedback will not show on the W Suzhou page anymore. I was hoping to get a response but not seeing that, and turn out that the page is being removed or changed.

In China, we need fapiao for biz trip reimbursement, but when I check out on the day, the system down and not able to get it printed. I do understand thing does get wrong sometime, and eventually I received my fapiao on the same day after that per my request to send it to another place.

One is the lift is not moving, everything looks fine but it just doesn't move, not sure why this is not discovered.

The TV in my new room has connection issue, it just freeze and never recover, I was too tired to call for help on that night.

Electric curtain in the room malfunction, when it close the curtain overrun and drop on the floor.

Lounge at 29th floor - I don't know what you call it as there is no signage or may be I did't see it. When I walked in there around 945pm, The reception siting in the front desk still sits there and didn't approach me or even great me. Very bad impression after visiting so many different hotels and lounge.

Other than negative feedback above, I do have some positive feedbacks

The gym is well equipped, and I do hope a good maintenance, if I happen to choose W Suzhou again for my trip next month.

Best breakfast among the 5 or 6 hotels that I ever check in in...

I have been staying with this hotel since the soft launch around early Oct 2017 on and off till now. In total, I should have been staying for around 6 times or more, and over 30 nights.

During my first stay, there are hiccups with both the room hardware and services procedure. However, they are so minor and are fixed immediately. In actual fact, the amount and severity are relatively way much insignificant when compared to all other newly opened luxury hotels in China or most part of Asia. In this manner, I was really impressed with the team who performed the pre-opening and opening.

As I mentioned about issues were fixed immediately. I must say most of the credit goes to the W Insider Team. When I check-in for the first time, the W Insider and the concierge coach added me in WeChat (the IM used in China). Whenever I encounter issue, I WeChat the W Insider and she will have relevant department to look into it immediately. In addition, during my first stay, it was also my first time in Suzhou. With the help and recommendation from the W Insider, I was able to visit fabulous places in Suzhou. And because of this, I now named Suzhou as my number one favourite city of China.

Over time, most of the issues are slowly ironed out and during my every stay, I can see subtle improvement.

However, there is only one issue I encountered and till now not kind of resolved. It is the air-conditioner not cold enough (I need to have constant 20C or below throughout day and night). This is a problem with China hotel in general. They tend to tune down the air-conditioner coldness. Summer is here and I seriously hope they will resolve this asap. For people who need cold temperature, you will need to take note of this, and this problem usually occurs with most hotels in China.

Regarding food, if you like Chinese cuisine, you must try the Suyan restaurant. They served delicately made delicious Chinese food. However for those people who are into buffet at all-day dining restaurant (The Kitchen Table), you may be disappointed. The good news is that they have a new head chef and he is trying to improve it. Given said that, apart from the taste of food, the service at The Kitchen Table is terrific. Quite a number of the staffs recognise me when I go there and greet me by the name every time, they are aware of my preference of food. Due to their food is not to my taste, sometimes they will talk to the chef and see is there any other dishes that the chef can cook for me. This has really brought out the spirit of W Hotel's of Whatever/Whenever.

Another note for people who are planning to stay in this hotel. Suzhou is a place where the Shanghainese treat it as "home backyard". Hence, whenever there is a China public holiday, there will be millions of Shanghainese flocked to Suzhou. As such, the occupancy rate will be 100% full and the service level may not be able to achieve...

Just returned from an absolutely incredible stay at W Suzhou, and I'm compelled to share what made this experience so memorable. ||From the moment we walked through the doors until checkout, every aspect of our visit exceeded expectations.||The General Manager (Nicholas Wong) deserves special recognition for his exceptional leadership and personal touch. Throughout our stay, he was ever-present and genuinely engaged with guests, making everyone feel welcomed and valued. His hands-on approach and attention to detail clearly sets the tone for the entire property, and it shows in every interaction.||The staff at W Suzhou are simply wonderful - a true reflection of outstanding hospitality. From the warm welcome at check-in to the seamless checkout process, every team member we encountered was professional, friendly, and eager to help. The housekeeping staff maintained our room in spotless condition throughout our stay, with impeccable attention to detail that made returning to our room a daily pleasure.||Dining at SU Yan was an absolute highlight of our trip. The Chinese restaurant delivered impeccable food paired with flawless service. Every dish was expertly prepared and beautifully presented, showcasing authentic flavors that left us wanting more. The service staff's knowledge and attentiveness made the dining experience truly special.||The Kitchen Table's breakfast spread was wonderful, offering an impressive variety of high-quality options that catered to every taste. The presentation and freshness of everything available made starting each day a delight.||WOOBAR was such a vibe! DJ Marc was incredibly engaging and spun fantastic music throughout the night, creating the perfect atmosphere for evening entertainment. The energy was infectious, and it became our go-to spot for unwinding after exploring Suzhou.||As a family of four, we were thrilled with how family-friendly this property is. My kids absolutely loved the room, and the tent feature was such a brilliant and thoughtful touch! My daughter was so enchanted with it that she chose to sleep in the tent throughout our entire stay - it became her own little adventure space and made the trip extra magical for her.||W Suzhou has truly mastered the art of hospitality, combining stylish accommodations with genuinely caring service. This property stands out not just for its beautiful design and amenities, but for the passionate team that brings it to life every day.||A special thank you again to General Manager (Nicholas Wong) for his exceptional leadership and for building such an outstanding team. Your dedication to excellence truly shines through in every aspect of the guest experience.||Highly recommended for anyone visiting Suzhou - this is hospitality at its finest!|Would I stay again? Absolutely, without hesitation.|Would I recommend to friends?...