Qingguoguo Hotel

I've been using Ctrip for almost 12 years, and I've rarely written negative reviews, especially for hotels. Even when disagreements arise, most hotels are friendly, swift, and attentive, so I don't bother writing negative reviews; that's unkind. However, this hotel's "numerous complaints, poor attitude, and cunning tactics" compelled me to write this short essay! First, regarding special requests. I booked a family room 20 days in advance, requesting only "away from the elevator and quiet!" Upon arriving at 2:00 PM on the 30th and checking in, I discovered that the room faced the elevator. I objected, but the front desk explained that family rooms on every floor are near the elevator. Since they couldn't accommodate my special request, what were they doing for the past 20 days? Why didn't they report it to Ctrip or to me? If they had, they could have just given me an early refund. Wouldn't that have saved both parties? I have two possible reasons for this problem. One is that the hotel's management is shambolic, and the relevant staff are unable to handle Ctrip orders thoroughly and effectively. The other is that the hotel simply doesn't care about the needs of Ctrip users. They can choose whether to stay or not. To be frank, they really don't care. If you have the guts, don't even bother hosting Ctrip guests! The second reason is extremely poor communication and a lack of service awareness! After arriving at the hotel, I communicated with the front desk, but they couldn't handle the matter. I contacted the duty manager. Ten minutes later, a man came out without introducing himself and immediately asked, "What's going on?" I patiently explained, but the manager replied, "No, I'll just get a standard room." I firmly disagreed, and the male manager offered no further solutions, instead poring over his computer. Another seven or eight minutes later, a young woman came out and asked what was going on. I had to patiently explain again, and I had to ask her position and name first. The staff at your hotel didn't report clearly, so the customer had to report it up the chain of command, right? And I had to ask the manager's position and name first, right? If your customer service standards are consistently this way, I have nothing to say! Third, they were clever and frustrating. The female manager who ultimately handled the situation was the one who first offered me a chance to cancel my Ctrip booking and book a standard room offline. I firmly refused! So it was the hotel's fault, and the guest had to downgrade their standard and notify Ctrip of their cancellation. Wouldn't that mean I was completely deprived of my last resort and security? You're just clever, but what about the guest? Their second option was to show me family rooms at the nearby Qiuguo Hotel, which were similar in size. (I'd actually known from reviews that Qiuguo's windows and doors weren't very soundproof, which is why I booked Qingguo.) But to solve the problem, I went anyway. The windows slid outward (in the family room), and even with them closed, the street noise was still loud. Then came the biggest complaint: the female manager and I passed a room filled with laughter. I asked her if that was the soundproofing. She replied nonchalantly, "Qiuguo's soundproofing isn't very good!" I was immediately puzzled. "You know the soundproofing's bad, and you're asking me to come?" Fourth, there was a helpless compromise. I chartered a car to the Grand Canyon at 3:00 PM, and it was almost 2:40 PM. The female manager said, "I'll give you two king-size rooms away from the elevator, okay?" Since the tour was almost over, I had no choice but to accept. It seemed like the hotel had compromised, converting a single family room into two king-size rooms. It seemed like they were losing money, as if the guests were getting a bargain. But we were traveling with children, and staying separately was incredibly inconvenient. We left early in the morning on our chartered car, and packing up was incredibly difficult. We spent an hour trying to resolve the dispute, and how frustrating! No one wanted to take advantage of us. Both parties suffered, and it was a result of the hotel's indifference to their guests' needs! Fifth, the cleanliness was questionable. While unpacking, I found five or six pieces of hair and debris under the bar and table. When I returned that night, I found hair on the bed, and several oil stains on the wooden floor. The odor reported in the Ctrip review section was also present! I accepted the hotel's final solution. Therefore, I didn't report this extremely poor experience to media outlets like **, nor did I file a complaint with the local tourism and market regulatory authorities. I only submitted feedback and a complaint to Ctrip, and wrote this negative review. I take full responsibility for the authenticity and completeness of the above information! I also advise all Ctrip members: If you have special room requirements, please avoid this place, as the hotel may not consider them, and even if they do, they may not take them seriously. If you have high service requirements, please avoid this place, as the hotel management is not very good at introducing themselves, so you need to learn to report to the next level! If you have high hygiene requirements, please avoid this place, as there are quite a lot of broken hairs and small stains. If you have high expectations for a problem to be resolved, please avoid this place, as you will need to try to cancel the order first! One last thing that occurred to me: today, it seemed like only the front desk lady said, "Sorry for the delay!" several times. I sincerely thank her! The male and female managers didn't seem to offer a single apology. The most I heard the female manager say was, "What do you want?"