Sheraton Zhongshan Hotel — Hotel in Zhongshan

It's really a bad experience! It's hard to believe that as a 5 star hotel, your service quality is so bad.

I left my clothes(2 shirts) on my bed and attached a washing list with my signature on 10th May. However, when I was going to check out on 11th AM, I didn't find the cleaned shirts returned. Then I called the service to check. Then after 15 mins, they replied me that "the waitress said she just got the clothes at 5PM 10th May, so it was still in the laundry" . Then I told this to the Manager on duty. However, she said she can do nothing for this. Later under my pressure, she went to the laundry and feedback me that the clothes have not started to be washed. Finally, I had to take the dirty clothes with me in my next business trip.

I need to say:

I had been stayed in this hotel for 2 months. I always left my clothes on my bed with a signed washing list, and then went out for business. And I always got the cleaned clothes in wardrobe when I came back in the evening. How can they said "just got the clothes at 5PM“?!!

Why your service line's reaction is so slow? Why you need 15 min to give me a feedback. On 11th AM, I need to check out and catch up the airplane, but you guys just kept me waiting for the feedback for 15 mins.

The Manager on duty is not professional. She can do nothing helpful under this situation.

I'm sure I left my clothes on bed on 10th AM. Even suppose they got the clothes at 5PM 10th, they should have known that I'll check out on 11th AM from my booking info. In that case, shall they give me a notice?

It's really terrible. The service quality is far below than the one normal Sheraton hotels have. I really hope you guys improve your service and don't have such kind of thing...

Thank you for the kind gesture of upgrading my room to the 29th floor and for providing me with comprehensive information about breakfast timings and location. However, there were a few areas that require improvement. The refreshment corner in my room was not up to par, as the glass shelving, kettle, and coffee pot were dusty. One of the water bottles had been opened, which was not expected in a newly checked-in room. Additionally, the hairdryer provided was outdated and cumbersome, and the bath towels appeared worn and lacked the hotel logo, which impacted my overall experience.During my 2nd day, the breakfast at the restaurant was overcrowded due to a company event being held at the hotel, which was not communicated to me during check-in. This was disappointing as I had chosen the hotel for a weekday respite, and the crowds affected my experience. However, I appreciate the staff member Kevin's assistance in arranging breakfast for me at the executive lounge on the 27th floor. Staff member Kiki Xia, who provided excellent service during my breakfast at the executive lounge. Her attentiveness and care contributed significantly to my overall experience, and I am grateful for her efforts. However ,the original 1L bottle of olive oil and Italian vinegar placed next to the salad bar made it difficult for guests to handle and potentially spill. It would be better to use smaller bottles to serve olive oiland balsamic vinegar instead of leaving the entire bottle on the table.Overall, it did not...

The buffet breakfast at this hotel fell far short of expectation for the Sheraton brand. The selection of food was limited (e.g. no choice of yogurt, very limited fruits, some heated containers found to have nothing inside), staff attitude was extremely rough and impolite (particularly the young man manning the noodles corner around 8:35 am on 10 July 2014, and he wore his name plate in such a poor manner that I could not see his name). Quality of food served was doubtful (vegetables to be cooked and served with noodles were taken out directly from a carton box under the cooking table and was dry, indicating that the vegetable had not been washed), what was labelled as hot soy milk was lukewarm. There were an egg corner and a congee corner but no one was manning them. When I arrived at the restaurant, the waiter only asked for my room number but did not care to show me to a table and no one asked if I need coffee or tea. When I tried to order coffee, it took a long time to get the attention of the waiters/waitress who were more involved in chatting with each other. The coffee then came without milk and sugar supplies!

For the room, there was a hair dryer in the bathroom, but no electricity outlet to plug it in ! I am sure I was not the first to notice and complain about such design failure, but cannot understand why such obvious shortcoming could not...