A pretty disappointing stay here unfortunately. We booked an international brand at this time as we felt during this time of uncertainty it would give us security and also provide a more international service and support (plus as we’ve only been in China a few months English speaking staff), I was specifically looking at using concierge for help and information as it’s not a normal time for travel.
Check in - we walked past several staff as we checked in a nobody offered to help with our bags or acknowledged us. I had selected my room via the app about 1hr before arrival but on check in it wasn’t ready. I’d requested an upgrade (paid) but this was not offered / available it wasn’t mentioned. We were given very little information about the hotel, the lifts were pointed out to us and no offer of help with bags. The lobby is in the entrance to a mall so there isn’t really a lobby lounge. Staff requested our paperwork and QR codes.
Room - we had a really lovely, spacious and spotlessly clean room. Loved it.
Restaurant- the staff at breakfast were very friendly and attentive. They were professional and helpful. Breakfast was adequate, it improved towards the end of our stay when there were more guests.
Front desk - be aware that concierge do not speak English. It took me ages to get a map and get very basic information, I was advised to use the map on my phone instead. I definitely got the impression this isn’t a tourist hotel, there is no information about the local area / tourist sites. On very helpful member of staff booked us tickets to Gulangyu island which we really appreciated. He was a great member of staff and very considerate. Some attractions are closed / on reduced numbers so keep this in mind.
Pool - this was a nightmare really. First morning we walked up to the pool and there were no cushions on the loungers or umbrellas up. We waited. We looked for a member of staff - nobody. In the end we had to go down to the lobby to get someone. They didn’t know what cushions were, eventually after using a translator they were found and an Allen key for the umbrella. The pool itself is gorgeous. Next morning same problem, nobody around. We wait and find someone. This was the same every day. Even mornings when we walked past staff in the gym next to the pool nobody ever thought to put out cushions or put up umbrellas (in 100 degree heat). We wasted so much time trying to find staff. Once we asked for a drinks menu but we were told not until after 1pm. Another time it took over 30min to get 2 beers. This is not a place to relax. It seems that if someone is using the pool they have to have a member of staff sit about 10 meters away at all times which is a bit uncomfortable. They also seem to resent having to do this. During our 5 day stay only 2 other people used the pool. There is no pool bar for drinks + food until after 1pm it seems and even then it is an effort as you have to find someone for a menu then wait for them to take an order and then wait again.
Location - it is great having the mall attached for places to eat. There is no open supermarket in there though. DiDi is easy to get.
Check out - terrible. We had booked a package which gave us 188RMB a day to use in the hotel but we only did this once as it was so painfully slow. On check out we’d been charged for our drinks and I explained (tried to) this was part of our package. They agreed to remove these from the bill but it wasn’t necessary, I’d paid for that in my package which nobody seemed to understand. They didn’t know what the package included so we basically paid for a package we couldn’t use. When the bill was redone they then charged my credit card which I asked them to cancel. I hadn’t agreed to pay by card. They had not asked how I wanted to pay. I said I wanted to pay via wechat which they said they had done. I’ve just checked my account now and this bill went onto my uk credit card so the stay cost me more than expected due to currency conversion. I am very annoyed as they assured me it went through wechat. This hold up at checkout took ages and we were flustered as it was taking a long time and we had a train to catch. Nobody asked how our stay was on check out, helped with our bags, said goodbye etc.
We did give feedback at breakfast about these issues but it wasn’t followed up.
I would go to Xiamen again, I would not stay at this hotel which is a shame because the room was lovely and so was the pool and the service at breakfast.
It is not a hotel for tourists who want help / advice / recommendations/ or interaction with staff regarding their stay.