无锡苏宁凯悦酒店 — Hotel in Wuxi City

Stayed at the Hyatt Regency for three days as part of a business trip from the UK. The experience is a tale of two parts really with certain parts of the stay being excellent but certain parts being quite poor. Firstly the check in and out experience is seamless and quick. The Hotel has a ground floor reception however the check in desks are on floor 43. Your room is then a transfer to a second set of lifts and upwards to your room. I was on floor 51 room 5128 for the stay. The room was well appointed and came with everything that you could possible need. Clean and a good size with minibar and free bottled water. It was good to see the bottled water was replenished daily, a nice touch. Breakfast was on one of the higher floors and had a remarkable spread of both hot and cold Chinese and western dishes. You wont go hungry. I especially liked the table occupied coasters that made it easy to find a table not in use. A few things that could be improved though. I found myself constantly waiting for hot coffee. The machine is on the back of the counter and is a simple place cup and select beverage but guests cant access it. In the morning when busy I found myself always waiting for coffee. Considering the rest of the selection is self service (apart from cooked to order items like omelettes) it would just be easier to put the machines on the counter and guests place the cup and press the button themselves. I get the "personal" touch but it really isnt necessary. The main other issue is that the western items like bacon, fried mushrooms and baked beans are all stone cold! I was there at 6:30am for breakfast (opening time) and they are all cold with cold plates to serve. Not sure if something about how the food is served has been lost in translation but it should be hot food.|The worst part of the trip though was in the onsite restaurant La Cucina the Steak and Seafood grill. Our party of three were greeted with what looked to be a great place to eat however the service was very very poor. Our first round of drinks had one missing. Despite asking the waiter three times and another once it never turned up. Our order of three main dishes and sides saw one dish turn up first and that member of the party had no choice but to start to avoid it getting cold. He had finished before the other two main arrived. Half way through our mains his side dish turned up and the staff had to quickly find another plate. Again, half way through our mains our sides turned up. When we asked for salt (for the chips) 6 grinders all were delivered to the table and none had any salt in them. In the end I had to go round the tables to find one with anything in. Now these issues appear petty but this is a restaurant that delivers your steak knife in a selection case so you can choose one and serves steak at over £300 per piece. The service simply doesnt stand up to what the price point suggests and its very much a case of form over function. Lastly we went down to the bar to have a drink and most of the beer selection wasnt available. Asked for cocktails to be told there were none to see the staff behind the bar continue to mix cocktails. Overall a nice room but if I stay again I would always eat out. Simply not worth the price for the...

Stayed at the Hyatt Regency for three days as part of a business trip from the UK. The experience is a tale of two parts really with certain parts of the stay being excellent but certain parts being quite poor. Firstly the check in and out experience is seamless and quick. The Hotel has a ground floor reception however the check in desks are on floor 43. Your room is then a transfer to a second set of lifts and upwards to your room. I was on floor 51 room 5128 for the stay. The room was well appointed and came with everything that you could possible need. Clean and a good size with minibar and free bottled water. It was good to see the bottled water was replenished daily, a nice touch. Breakfast was on one of the higher floors and had a remarkable spread of both hot and cold Chinese and western dishes. You wont go hungry. I especially liked the table occupied coasters that made it easy to find a table not in use. A few things that could be improved though. I found myself constantly waiting for hot coffee. The machine is on the back of the counter and is a simple place cup and select beverage but guests cant access it. In the morning when busy I found myself always waiting for coffee. Considering the rest of the selection is self service (apart from cooked to order items like omelettes) it would just be easier to put the machines on the counter and guests place the cup and press the button themselves. I get the "personal" touch but it really isnt necessary. The main other issue is that the western items like bacon, fried mushrooms and baked beans are all stone cold! I was there at 6:30am for breakfast (opening time) and they are all cold with cold plates to serve. Not sure if something about how the food is served has been lost in translation but it should be hot food.|The worst part of the trip though was in the onsite restaurant La Cucina the Steak and Seafood grill. Our party of three were greeted with what looked to be a great place to eat however the service was very very poor. Our first round of drinks had one missing. Despite asking the waiter three times and another once it never turned up. Our order of three main dishes and sides saw one dish turn up first and that member of the party had no choice but to start to avoid it getting cold. He had finished before the other two main arrived. Half way through our mains his side dish turned up and the staff had to quickly find another plate. Again, half way through our mains our sides turned up. When we asked for salt (for the chips) 6 grinders all were delivered to the table and none had any salt in them. In the end I had to go round the tables to find one with anything in. Now these issues appear petty but this is a restaurant that delivers your steak knife in a selection case so you can choose one and serves steak at over £300 per piece. The service simply doesnt stand up to what the price point suggests and its very much a case of form over function. Lastly we went down to the bar to have a drink and most of the beer selection wasnt available. Asked for cocktails to be told there were none to see the staff behind the bar continue to mix cocktails. Overall a nice room but if I stay again I would always eat out. Simply not worth the price for the...

After staying for three consecutive nights, the final night turned out to be an extremely unpleasant experience.A group of loud and inconsiderate local women checked into the room next to mine. They were shouting and making noise late into the night, keeping me awake until 11:30 PM, and then woke me up again at 5 AM. I called the front desk twice to report the situation, and even walked to their door in my pajamas to record the noise they were making. I paid over RMB 1,450 for that night, yet I believe these guests, likely part of a tour group, probably paid very little—if anything at all. Situations like this shouldn't happen even in a well-managed budget hotel, let alone in a five-star, landmark hotel in Wuxi.If we say that guest behavior is beyond the hotel’s control, then what happened the next morning, on the day of my checkout, was even more baffling.The hotel changed its name overnight. The well-known management brand Hyatt officially parted ways with the hotel owner, and this hotel, once under a globally recognized brand, became a local one overnight. Staff morale was visibly low, and many seemed to face the uncertainty of possible unemployment, which clearly weighed on their minds.In the breakfast area, at the yogurt station, I couldn’t find a bowl to serve yogurt. I asked two different staff members for assistance, but both of them responded with blank expressions and said absolutely nothing to me. I felt completely ignored—even invisible.While I had only planned to report the disruptive guests, the indifference of the breakfast staff truly triggered my frustration. I immediately called to file a formal complaint. The hotel's Guest Experience Manager met with me in person, offered a sincere apology, and after learning more about the situation behind the scenes, I accepted the explanation and chose to forgive.As luck would have it, when I checked out, I ended up sharing the elevator with the same group of disruptive women. Their loud conversation inside the elevator sounded like a chorus of honking cars on a busy street. Instinctively, I raised my voice and shouted at them—and suddenly, the entire elevator went silent. Was it just a coincidence? I wasn’t angry anymore, but somehow, I felt vindicated.That’s the end of the story. I’m on the plane now, finally heading back to...