Crowne Plaza Wuxi Taihu — Hotel in Wuxi City

Have been traveling non-stop throughout China since early March from Shenzhen, Zhuhai, Guangzhou, Suzhou, Shanghai, Hangzhou together with Wuxi. Being from HK and already undergone 14 days mandatory quarantine plus 7 additional days n Zhuhai; prior to arriving to Wuxi Crowne Plaza, I have not had any check-in issues in all the above cities nor at airports, train stations except when checking in at the hotel. Guest services agent asked if I had my PCR negative test result as proof and when I replied I did not have it with me as I was not informed by any health officials that was something I needed to have other than the nationwide health code. When agent kept pressing me to present a copy of the proof which became annoying as I would have presented if I had the copy instead of being harassed as if I did something wrong. Later, she went to speak to presumably a supervisor and said she would let me go to my room but her supervisor will call my room to speak with me later. During the whole time, there was never a welcome nor a greeting at any time despite my Platinum member status. When I proceeded to get into my room, a male called whom I assumed was a supervisor once again indicated they needed me to present a negative PCR test as it was their region's health and governmental policy which I didn't question that might have been the case. However, I didn't quite understand what they wanted to accomplish when I had repeatedly mentioned I didn't have a copy with me that I could present to the hotel. He then commented that unfortunately I was staying for 2 nights because if it was only 1 night implying that the hotel might have been able to get away with it. It made me feel like the hotel was granting me a favor to let me stay there as a guest. Again, great loyalty guest treatment!

As with overall room product quality, it was tired. For example, the adjustable leather desk chair was malfunctioned and would keep adjusting down when sitting on it and same with desk lamp adjustment. Also found the restaurants ambiance and food quality to be mediocre unlike other IHG products I stayed at other cities. At check-out, a front desk supervisor tried to do some guest recovery with gift gesture but frankly it was a bit too late and I felt like the recovery was more geared towards me not to write a bad review or not to write a guest comment period perhaps it was for the fear of impacting KPI. I am one of those corporate travelers that I am on the road so much that I seldom would bother writing a review and the intent of doing this one is to let the hotel management know to review internal policies on guest services programs as often times, a guest just wants to have a smooth and seamless experience in a hotel to make a journey a bit more tolerable and a lot of hotels are able to do just that which are commendable but unfortunately Crowne Plaza Wuxi fell short to deliver the satisfying guest experience during my stay and I am not after any returning gift or compensation by writing...

Staff was overwhelmed with the guests staying for the Wuxi fencing competition.

Door staff were non existent. Traffic at the lobby was a mess, both people and cars... The bus was unloading fencers back from their competition and were carrying heavy bags... no one thought to keep the doors open for them?

No check in/out for club rooms???

Had to queue in the lobby to check in.

2 staff was pandering over 1 guest who wants to change room while several other guests were waiting... no one from the back office thought to help out... 3x Concierge was standing there looking pretty while neither guiding the guests, nor guiding guests into the hotel nor helping with front desk...

when I arrived, no one open the car door or took my luggage... it was pretty much self service all the way to front desk... while 3 concierge look pretty staring into nothing.

The club is another big mess too. Untrained, rude and arrogant staff.

When we arrived into the club, no one approached me for my room number... instead they harshly approached my son and asked him for it... this is bad protocol is it not?

Siting on the leather seat with my drinks, one of the staff raised the blinds... the sun poured in, saturating my entirety... she briefly look at me and I looked backed at her... she waited as if to determined if I would mind a tan from the evening rays.... I paused and asked her... do you not think it is too bright? Scowling, she promptly put the blinds back down again...

I was there for 30 mins, I had 3 plates of consumed food on the table with napkins all over it, signaling that I was done. 2 staff was standing behind me... gossiping on and on and on and on... there were about 3 guests in total which they did not serve... it was either talking to each other or on their mobile.

My friend who is also staying in the same hotel... made the same comments to me when she was there 20 mins after I left... the staff was either gossiping or on their mobile. no service whatsoever...

Room was terrible... no instructions on how to raise or lower the mechanical shades. We were on the 2nd last floor and IT IS HOT!!!! We have all 3 AC in the suite at 18 degress on max fan... yet the room is constantly at 26... dropping to 24 only from midnight... we stayed in a sauna...

Trusting the hotel for quality, we bought the 2 boxes of XL Honey peaches from front desk... we did not check as we were rushing for the train... bottom half of both boxes...

This is my first visit to this hotel which is now in business for about a year. Great facility as you can expect in many of these new hotels. Unfortunately, the service does not nearly match the hardware.

A couple of areas worth noticing: Gym: this is probably my biggest areas of complaints. First of all, the changing room is extremely cold and as I find out later, the air condition has been turned off. This is late December with close to 0 degree celcius ! What's even worth is that when I turned it on when entering the change room, the air conditioning was off again when I'm back from the swimming pool in 45 minutes. I understand the importance of energy preservation but that should not compromise the level of service offered. Would suggest the hotel to consider putting a small heater next to the lockers which might be more cost effective.

Secondly, when I tried the treadmills, it turns out that it was located in a part of the building that's still work in progress. There are construction work underway next to the treadmills as therefore the floor is quite dirty full of dust. With the air quality, I probably should not complain about the dust but it is not good to have dust on top of the dirty air.

Last but not least, when I entered the gym at around 9:30 in the morning, the treadmills are still turned off and no staff there so that I have to find the switch myself which is not conveniently located. The gym does not offer towels either and the only one you have is the big towel from the locker which can't be used when running.

Buffet restaurant: the dinner buffet was quite good but the bill process was unsatisfactory. I was trying to use a coupon offered by an app from my phone which the staff recognized but they took my phone away for at least 5 minutes trying to figure out which price they should apply and then when I asked for the invoice, they don't have a piece of paper with them so was hoping to take away my phone again as I typed the company name the invoice should be addressed to there. I hope that have a piece of paper with them and be more familiar with their own billing process.

The room was quite good and the bed is comfortable. I particularly like the pillow options offered which helped me to achieve sound sleep.

By the way, the hotel forgot to offer the welcome fruit when arrived but did offer when I...