The Westin Xiamen — Hotel in Xiamen

Stay many times during this few months, since February. Everytime must be something happen & make my experiences so bad.

I m a frequent traveler, I work in hospitality also. I never demand anything extra.

My experiences in different stays:-

1. shower room drain blockage & whole bathroom all wet & almost flooding.

2. Staff forget to make the corporate "food & beverage" discount on my bill, which entitle to hv 25% off.

3. Do not disturb sign On, someone call me & order me to open the door without explain the reason. Impolite attitude & I just fall as sleep even around 7pm, it shouldn't call in direct as it is night time, and DND sign was On. After long day work, difficult to hv chance to rest, but wake by your impolite staff to instruct me open door without any explanation.

4. Look around in the gym area & facilities, your staff can't provide proper info, as I try ask about any Yoga class in hotel, cause I saw the Yoga room. She only relied I don't know, so i wondering how come the staff will don't know thr hotel provide yoga class or not.

She brought me in to the pool area, but didn't remind me the entrance area hv a shower facility. So my whole body, handbag get wet. Luckily my phone is inside my handbag & not on my hand.

5. front desk provide wrong info to my colleagues, and he paid extra to upgrade the access to lounge, but the cocktail time was finish when we go up. But front desk staff told, club lounge food stop at 7pm, but drinks till 10:30pm (or 10pm). But we re-confirm with front desk staff that alcoholic drinks also till 10:30pm, and he(or she) said "Yes". Provide Info not accurate & Club lounge staff not trying to solve the problem, only keep saying we end the drinks service, who tell u ....? Etc. but not trying to see what they can do for us. Almost struggle about this for 15mins.

But why not trying to see what the guest need, instead of keep saying the same thing & not solving the problem it occurs.

6. My colleagues & me, all have a reservation confirmation, but when check in, front desk said no reservation found, keep repeat again. But we obviously hold a confirmation letter from your hotel. So, is it should find out the reason behind, not only keep repeat: "there is no reservation for u!" This should be your internal problem, so again, please solve problem when something occurs.

7. front desk staff always don't know we have a corporate rate (+ ¥100/per night & tax) for upgrade to lounge access, Everytime first to reject, and we need to repeat we have a deal with marketing & ur front desk manager Michael. Then front desk staff will know after that. Why some of the front desk staff also have wrong info & not knowledageable!

8. I usually paid my bill one night before check out, but front desk forget to make 50% off for my laundry as it is corporate contract offer. At the end, he can't adjust my bill & still ask me to go down & settle the bill again in the early morning (6:30am) when I leave. And in the early morning, usually only 1 or 2 staff there. Sometimes many people queue up in the line. So what's the point I go down one night before to settle the bill, but since your staff mistake & need me to suffer & mess up my plan.

9. Concierge supervisor not helpful, but his team member were always helpful & much better then him. How he can be a supervisor? How he can be the role model to his team?

I really want to know, why always happens something when I stay in your hotel. But not in other hotel I stayed?!

Please provide more training for your staff, that how to handle different incidents. How to provide a sincere services.

And still some compliments I should say, restaurant staff always helpful on 2nd floor. Like restaurant manager, Jeremy. And few girls in black suit who always at the restaurant entrance counter.

Front desk, June & cherry always giving a correct info, with sincere. Very good...

We stay at the Westin Xiamen 3-4 times a year and these past two experiences were nothing but issues 1. During our stay in Oct, my colleague had to leave the hotel early at 5am, however, the front desk made the mistake on the transportation. We had train station drop off, but we were wrongly charged for airport pick up. I was woken at 5 am to settle this problem, where the front desk staff just keep asking "are you sure you didn't go to the airport yesterday?" This is ridiculous, I know where I went yesterday and if I did went to the airport yesterday, would I still be staying at your hotel? 2. During our stay in Dec this year, when I checked in, I found that my room was on the smoking floor and the room was full of smoking smells. I have booked the smoke-free room for almost 2 months in advance. When I went downstairs to ask to switch room, the front desk GSM on duty replied to me that my room was upgraded, and there is no other room available. In fact, they did me a favor by giving the room that was for Platinum member to me (Do you really think your platinum member will accept this type of smoke filled room?). Front desk GSM wanted to switch me to a smaller room which he said was what I originally booked. The room was tiny and there is no way it is the same type of room that I booked, My booking was for a "grand executive king" room and the room was so small that it fit one bed and two walkway, that is it. After much arguing, I asked the front desk GSM to figure out the situation and I expect an answer when I return from dinner. Not surprisingly, when I return from dinner, he had no answer for me. It took me another 45 min to argue that this is not the way to treat a gold card member, I usually don't get this angry over a room, but it is the attitude of your staff. It took me almost 2 hours of argument finally they agree to upgrade me to a small suite. This is no way to treat your customer. It is not my fault that you didn't have any room, it is not my problem that you gave me a smoking room, All I want is the room that I was booked. If you can't give me the room I booked, I expect an upgrade, not a downgrade and tell me it was the room that I booked. If I was in any other SPG properties, they would have solved the problem within 10 min. Very very disappointing. There are a few other SPG properties in Xiamen, I would highly recommend all other guests to book elsewhere. One the plus note, the restaurant staff are some of the friendliest staff in the world. Friendly smiles took pride in their works etc.. Reading the reviews shows most of this property's issue with the front desk. Need MUCH...

I would like to share my wonderful experience to my ambassador Emily and hotel management to express my compliment to all staffs of The Westin Xiamen Executive Club(WEC).

Angela Lv always knew guest’s preference and her iconic smile left us a deep impression. It is worth mentioning that Anna Yang gave me a surprise when I checked in yesterday. She gave me a cup of iced latte and made my day since I just told her my hobby a couple weeks ago but she kept in mind. A further small detail is that iced latte with brown sugar water instead of syrup(out of stock). So smart a girl! I also need to thanks Yolana Wang even though she resigned several days ago. The lounge manager Jacky Wang and his teams bring us high standards and personalized service that you maybe never experienced.

By the way, I want to have a bit comment for a lobby front desk staff. As far as I know, WEC staffs are professionally elite team with at least one foreign language skill and serve guests who have the executive benefit. We do not expect every staffs are as good enough as their WEC colleagues. But it is some terrible that he do not have full knowledge about spg membership system and remove my spg information after I checked in. We appreciate GSM Gino Huang solve this small issue in a short time. As a regular guest of The Westin Xiamen, I may share my special experience and some feedback with hotel guest experience team and hotel management.

Thanks again for WEC staffs, See you next time in lounge. I also will recommend Westin Xiamen hotels to my friends without any reservation and hesitation. Hope your hotels will be more prosperous...