Banyan Tree Suzhou Shishan

The room is super large, quiet and peaceful, and the private courtyard is so comfortable to bathe in. I highly recommend it. Manager Teresa is warm and thoughtful. I will choose this place next time.

This time I brought my parents to Suzhou Shishan Banyan Tree Hotel for the first time. I was very happy to meet the housekeeper Alice Xiaoxiao when I came here for tourism. She was serious and responsible throughout the whole process and responded very well to all the requests I made. I had a very good experience staying at Banyan Tree Hotel this time. I will come again next time if I have the chance🥰🥰🥰

I thought about it for a long time before I decided to write this review. The article is a bit long. It is my true experience of staying at Banyan Tree Suzhou Shishan for three days and two nights. I originally planned to travel from 4.21 to 4.23, but the plan changed. I temporarily changed the check-in time to 4.17-19 through the reservation department contacted by the hotel butler. During this period, the butler never confirmed anything with me, including whether I would arrive at the hotel in advance for check-in, my personal needs and preferences, and the arrangement of the comfort of the mattress. He just sent me a picture of the hotel reservation activity the night before departure and told me to make an appointment if necessary. 👌After that, I checked in at the hotel and found out that the so-called butler was the front desk staff who checked me in face to face. According to her, whoever is free will handle it, and whoever has the phone will be responsible. I can't help but question the senior management of the hotel. The butler's responsibility is to coordinate management, including reception of guests upon arrival, ensuring the guests' comfortable stay and all other matters. How do you let the front desk receptionist do this job well? After adding WeChat, they basically don't talk. If I don't have any needs, the so-called butler will not connect anything. This is the worst experience I have had since staying in all five-star hotels. The key is that they can't reply in time and handle things in time. I would like to ask a front desk receptionist who is checking in when other guests send him/her requests on WeChat. The front desk receptionist will definitely check in the guest as soon as possible because the guests are waiting. This means that the guests who check in will not get their needs met. I can understand the difficulties of the staff, but I cannot understand why there is no full-time housekeeper and the front desk staff is asked to work part-time. This consideration will cause a lot of unnecessary complaints. As a result, all the activities in my hotel room voucher and the Biluochun cocktail packages are useless because the housekeeper will not remind me in time and I will not remember these things too much when I am out every day. This is the embodiment of the housekeeper's extreme unprofessionalism. Secondly, the room is similar to a single-family villa with two units on one floor and two units on the left and right. At first, I checked into the Xianting King Room. On the way to the room, I asked the concierge to pick up the express for me, so my parents and I carried the luggage ourselves. As a result, we walked to a fork in the road and had to carry the suitcases up the stairs. We almost fell. The key point is that the male concierge did not care whether it was strenuous for us to carry the suitcases, nor did he tell us to be careful with the stairs. He just walked easily without looking back. When we arrived at the door of the room, there were stairs again, either going down or up. At this moment, we collapsed. If the Xianting Room is so far inside, why didn't the housekeeper tell us at the beginning? I explained to the housekeeper that my mother's lumbar spine was still in the recovery stage after surgery. Why did you want us to go to such an inner room? The key point is how strenuous it is to carry the suitcases up the stairs. As far as I know, the occupancy rate of the hotel was not high that day. So, after I checked in, I went directly to the front desk to ask the duty manager to negotiate with me. A male manager named Lu met with me. After I explained the general situation, he repeatedly expressed his apologies and changed the room immediately from 8315 to 8022. It was also the duty manager who personally changed our room Because the room had just been cleaned, we immediately asked the housekeeping staff to make arrangements. We were still changing rooms around 2:15 pm. My mother was very tired and fell asleep as soon as she lay down. Thirdly, there were constant problems with check-in and breakfast. I politely said thank you to all the staff in Baiyun Restaurant who served me, but no one responded. In the service industry, what should you say when someone says thank you to you? Even primary school students understand the truth. In the huge Banyan Tree Baiyun Restaurant, no one responded. Isn't that wrong? When I was about to leave at around 9 o'clock in the morning on the 18th, a male staff member from the front office stopped me and asked me to negotiate a room change❗️Yes, you heard me right. I have to change rooms again. The reason is that the newlyweds who are organizing the wedding banquet have taken a fancy to my room type and hope to connect the rooms. I was really confused at the time. If the wedding banquet needs a room, wouldn't the sales department make advance arrangements at the beginning? The room that people are going to use for the wedding should be locked a week in advance. In this way, the duty manager who changed the room yesterday would not arrange for me to check in. It is equivalent to that your various internal functional departments are in a mess in terms of coordination issues. The sales department pushed it to the front office department, and the front office department pushed it to me. In other words, if I don't agree to change rooms, the sales department will have ** trouble today. Then when you were in charge of wedding banquet sales at the beginning, didn't you lock the room in advance? How can a hotel ask the guests to change rooms when they need to use the room for a wedding banquet on the same day❓Now I have changed one room and I have to change it again. This is the third room, although it is Shishan Villa. Later, I negotiated with the duty manager and heard another version of the story. The male staff member in the front office said that I asked for a room change because I complained about the noise❗️OMG I explained the situation to Mr. Lu. It was not me who took the initiative to ask for a room change, but we had to agree to change rooms because the room was needed for a wedding banquet, and I didn’t want to make things difficult for others. It just so happened that this room was close to the Shishan Cultural Park outside the road, and the sound insulation was very poor at night. I just mentioned it casually, but my understanding was exchanged for others' unwarranted approval. The duty manager repeatedly apologized and sent a long letter to apologize. Later, he arranged for our family of three to have a buffet dinner at the neighboring Yuechun Hotel as a compensation. I also expressed my approval and did not embarrass him, but I was already in a bad mood at the moment. The series of problems that occurred in the middle may not be known by the senior management, nor do they know how the staff below work on a daily basis, how to coordinate problems, and how to offend the guests. I don't know whether your Sugaoxin Group is recruiting staff correctly and whether it is providing the services that a five-star hotel should provide. The room rate is totally disproportionate to the services provided by the hotel. The management is too chaotic. Finally, after checking out and returning the deposit, they only charged 200 yuan for the weekend price difference after I reminded them repeatedly. The front desk staff didn't mention this at all. Even if you gave me a hotel souvenir doll, it still couldn't offset your irresponsible attitude at work. I received a text message from the housekeeper on the train back to Hangzhou. I left the sandwiches refrigerated in the room in the hotel refrigerator and forgot to take them away. They sent them to me out of kindness, but when I received them today, they were all broken and the food was sour. After sending them, the housekeeper didn't give me the SF Express waybill number and asked me to ask for it. The courier arrived today without informing me and kept sending me messages hoping to give a five-star review. As a housekeeper, you should remind me that it is not suitable to send due to hot weather. If the package is not fresh when received, the hotel is not responsible. These things that the hotel should consider seem to be unknown to you and what to do and what not to do. If I were a hotel housekeeper, I would be responsible for the guests and loyal to the hotel. I would not only raise possible problems but also protect the rights of the guests from loss. But you didn't do anything. Instead, you kept asking me for a five-star review after I left the hotel. The above is my overall experience of staying at Banyan Tree Suzhou Shishan for three days and two nights Even if you give a five-star review, it doesn't mean that your work is fine. The only time the housekeeper was enthusiastic about his work was when I was on the high-speed train back to Hangzhou. He asked me for a five-star review more than once and was very proactive. It was quite funny. When I was in the hotel, nothing was done to my satisfaction. He never contacted me about any matters. He was very proactive in asking for a good review. He said there was an assessment.