My experience here was slightly disappointing but I felt the hotel did all they can to make our trip bearable.
My wife and I used a local Chinese app to check the rating of the hotel. It was a 2 star out of 5. Even in local standards, this hotel received a pretty bad review but most of the comments were towards the datedness of the facilities. We didn't mind that the hotel was old because we liked the location.
Upon arrival, we were asked if we wanted to upgrade to the 9th floor executive suite which would also give us access to the executive lounge. We gladly did so. We were asked if we are ok with a corner room which we were ok with.
When we got into our room, the room felt really hot. We cranked the AC down to 18 degrees and the fan at full speed to hopefully cool down the room. We then went to bed but woke up at 3am because the room just got hotter. We called the front desk and when the technician came in, he asked if we turned on the heat. They gave us a portable air conditioner that was of little help. The front desk explained that the AC in the room we were staying at is separate form the other rooms. I wish they told us that beforehand when they asked if we were only ok with a corner room. We asked to change our room and they gave us a new room for the night where the AC worked. We felt inconvenienced that they were fully aware of the room's issue but still gave the room to us.
In the morning, the manager visited us and compensated us with a room upgrade which was nice.
As for the executive lounge, they only had some cans of coke and perrier. I asked the front desk if they have any fruits and I was told that they don't have any. The next day I visited, the front desk remembered my name and told me that there were fruits in the lounge and everyday after that. So I do feel that they do take customer feedback.
The breakfast buffet was a real miss. My wife and I wanted to go sightseeing so we had plans to leave at 7am. The buffet starts at 6:30 but not all the stations were opened yet. So I just had to give up on the noodle bar and went for the bacon. The bacon was not crispy at all, they were flimsy and just not good. By the time my wife and I had to leave at 7am, the noodle station was still not opened.
The rest of the trip was normal until the last evening. We recieved a courtesy call from the front desk asking how our stay was and we replied that other than the AC not working on our first night, the rest was good. Then suddenly my wife slipped in the bathroom. We discovered that the entire floor was flooded. We had use the bathroom for a few days already and haven't discovered the issue previously. We called for the on call manager to come up. He apologized and asked us what we wanted. That's when I felt offended. I wasn't asking for compensation. This had never happened to my wife and I before. We don't know how to deal with this situation. I just wanted them to see how the bathroom wasn't draining water properly (this was around 11pm). When the on call manager left, he sent back a larger sized senior manager saying that the best they can do is get us a ride to the airport the next day which was fine with us. We also found online that a similar situation happened in the same hotel to a family where a child was hurt due to the bathroom door. They ended up going to the hospital on their own and recieved no compensation.
The next morning at 7am, the senior manager was waiting for us in the lobby. They got us a business car to the airport after our breakfast.
I felt that the inconveniences we endured could have been avoided as they were all known issues. I do appreciate that the staff did try to do their job to the best of their ability when we brought up the issues but once again, these were all known issues.