HHexiaojiaThis scathing review is directed at the bespectacled male 'deputy manager.' I've stayed here before and was always completely satisfied with both the location and service, so when I returned to Nanning six months later, I naturally chose this place again. But this time, it was absolutely infuriating. First, upon check-in, I politely asked if an upgrade was possible. The front desk said no, as the hotel was full due to the summer holiday, which I understood. So we proceeded to check into our triple room as booked. However, once in the room, I noticed the bathroom looked nothing like the online pictures (see picture, Photo 1 is the online photo, Photo 2 is the actual bathroom in the room – the hotel deleted the online photo after the incident). I called the front desk, and several people came up. After multiple room changes, it was still the same bathroom. Finally, this deputy manager arrived and admitted that the online pictures were incorrect, and the room I booked simply didn't have a bathroom like the one shown. Although it took a long time and a lot of back and forth, he eventually seemed sincere and offered a room upgrade and a fruit plate for the evening. I then requested breakfast, which he readily agreed to, saying we could just use our room card to get it. At this point, despite nearly an hour wasted, I felt the solution was acceptable.
Then came the crucial part. First, the fruit plate never appeared that evening. Okay, I didn't call to ask again, thinking they might be busy due to the holiday. We stayed for three nights. On the first day, the three of us successfully used our room cards to 'enjoy' the hotel's buffet breakfast. On the second day, we paid for dim sum ourselves, so we skipped the buffet. However, on the third day, when we went for the hotel buffet breakfast, we were stopped. They said their backend notes indicated that the deputy manager had only offered one breakfast! The restaurant staff even called the front desk to confirm, and they still emphasized that the deputy manager had explicitly said only one breakfast was complimentary, and the other two would have to pay. Seriously, is this how your hotel solves problems and treats its customers? Regardless of your leadership rank, you initially offered a sincere solution, which is why I overlooked the discrepancy between the physical room and the pictures. But then you renege on your promise and make a joke out of your guests, don't you? After calling Ctrip that morning and explaining what happened, they 'generously' offered me one more breakfast. Do you really think I'm desperate for your breakfast? I don't need your charity breakfast, and I don't want your cafeteria-style breakfast. I'm writing this complaint solely to complain about you, and it has nothing to do with Ctrip or any other staff members! Of course, a 'leader' from a large state-owned enterprise probably doesn't care anyway.
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