Beijing - Hangzhou Canal Tours

First, the room is clean and free water bottle is a plus, but the AC is not controllable in the room. The quilt was too thick to fit the room temperature, using it was too hot, not using it was too cold. I wish it would had two thin blankets. Second, when I checked in, the front desk didn’t tell me anything about my three day breakfasts were included and the room has no phone to call front desk. I had to go down to ask. The breakfast almost the same each day, simple western style. I came from USA and I wish I could have at least one traditional Chinese breakfast, why it is so hard to provide some Chinese breakfast? Third, the staffs are lack of training of how to do a good customer service. I met many of the staffs and not even one had a smiling face and showing me the enthusiasm to help, instead I saw many porker faces. I wish I could be more positive but this is my true feelings.

Staff was super helpful and upgraded our room at no extra cost when we arrived. Not around much but was great still for our stay

The hotel is very nice. However, the experience was let down by some of the staff. On arrival, the bell boy was most helpful with unloading our bags. However, the reception lady was clueless. Even though she quickly found my prepaid booking in the system, she went through screen after screen, clicking away merrily without explaining what she was doing. There were two other staff who walked by from time to time, looked over her shoulder and then walked away. A queue of guests behind us grew impatient. It took over 20 minutes before she finally gave us our room key, but without even a word of explanation of why it took her so long. The room was nice and tasteful, and the furnishing was top quality. We visted the spa/onsen. The reception lady asked us to leave our mobile phones in individual lockers and gave us each a number tag. However, the number tag did not match the locker number! On leaving the spa, she asked us to hand back the number tag before opening the phone lockers, Not surprisingly, the wrong lockers were opened and were empty. At first, she insisted that these are the correct lockers, and showed us the number on the key tags as proof. After a fashion, we persuaded her to open the phone lockers that we had actually deposited our phones. Bingo, our phones were sitting inside these! The breakfast buffet was below par. The cooked food was barely warm. It took a while before cutleries were provided after asking. Why aren't these available at a hotel buffet???