Sheraton Jiangyin Hotel — Hotel in Wuxi City

There are good and bad view that I had observed.

Bad view

Restaurant

a. On my 1st week there are a lot of people staying in Sheraton but breakfast in the restaurant is totally massy

b. No system at all and it was mass up

c. Never guide customer to be sited after getting customer room number

d. Supervisor wearing black coat scold their subordinate in front of everyone

e. In the restaurant I can see 3 to 4 supervisor wearing black / gray coat just mind their own business, No team work

f. Allocated a single empty space for 2 customer (make me surprise my place been taken)

Lift security was disable

a. On my 1st week, I encounter the 4 lift security in the hotel was disable for 3 to 4 day.

b. I’m staying in 7th floor and I observed a lot of people going up to 6 and 7 floors just like that.

c. I’m not too sure what was the reason behind but I can feel it was unsecure for me

Front desk supervisor (wearing gray colour coat with spectacle guy)

a. Seek for his help to ask him to talk to Cab on the location / destination which I’m going too (my friends written in Chinese word which I don’t know how to read) but end up he ask me to show to the Cab driver. Really disappointed how come a supervisor show suck an attitude and never provide a good example to their subordinate and asking customer to solve their problem.

b. If customer able to solve they won’t seek for your help.

Good view

Front desk supervisor (Alex Ni)

a. Good memory of remember customer name (even this is my 2nd time of stay)

b. Great every single customer

c. Smiling face to everyone

d. Asking me what help that I needed

Lady standing at the lift (Maggie Ma)

a. Polite

b. Great every single customer

c. Smiling face to everyone

Club lounge (all the staff)

a. Polite

b. Great every single customer

c. Smiling...

To whom it may concern,

First of all, it's already our second time to choosing your hotel since last week, and we plan to stay another four days next week.

However, we experienced unpleasant circumstance upon check-out this morning.

The front desk staff charged internet access fee, wrongly, to my colleague, whom is eligible for free use of internet as told by another front desk staff upon check-in.

During the time of processing this issue, a male staff tried to help this staff. However, his impatience and temper made our experience even worse, which destroyed our expectation and knowledge of SPG, the sophisticated global hotel brand.

Though it is extenuating to make mistake or show improper manner during her/his busy busy work hours, it's still the magnitude matter to keep professional and positive image to others.

We really disappointed regarding the philosophy presented during the crisis management this morning and some other issues during this stay. It's indeed the different experience I went through tin club lounge. The staff there were polite enough to make us feel comfortable and valued even after some unpleasant things happened.

Would you consider to invest more training hours to your staffs and reevaluate the methodology in respect of crisis management?

We are open to help to improve the experience of your hotel via email or phone. And we hope we could receive qualified...

My very first bad review. I was met with the most unpleasant horrible front desk clerk, Alice. After a long business trip and driving 2 hours to get to Jiangyin, I was met with the most awful cumetkmer device of a front desk clerk. She insisted that a smoking room was what I booked and would have to pay to get a non smoking room. I finally took a room with a non smoking twin bed room. I gave her my spg card which I’ve been a member since 2011. She refused to give me points when she said I booked through an agency BUT this was booked through my Asia colleagues who did not have the and issue! I was at a Sheraton in Jinan 2 days ago and had no problem getting my spg card for points. She charged my card for a deposit and after sharing how unpleasant this experience was she ignored my complaint! I went on to pay for the same twin bed room for another colleague of mine to find out Alice charged me a higher deposit. When I ask the other front clerk why, he admitted each clerk charged whatever deposit they wanted! Alice was the most horrible customer service I have had in China and Hong Kong! Do not go to Sheraton Jiangyin unless you expect to be met with horrible customer service and judged by the hotel staff. Made a stressful work trip even worse when a hotel should be the last place to do this. Thanks but no thanks! Never coming back and making sure other business partners...