I stayed at the Sofitel Hotel Wanda Beijing for one weekend. Arriving from Europe on friday morning I went direct to the hotel even though time was just 11:00 AM and check-in officially is at 2:00PM. After paying the taxi driver I was escorted in to the reception by one of the doormans.
Here I had to wait for a couple of minutes since all of the visible clerks was busy. I stood here for nearly 5 minutes without anyone's attention. Finally I made my way over to the cashier desk and simply stood in line.
No excuse what so ever "Sorry to keep you waiting, sir" .
Finally I was able to hand the female clerk my passport, credit card and confirm my requested bed type. As I am an A-Club Platinum member I made a request for an upgraded room (one of platinum-status benefits and it must be asked for) And here's where the fun part starts:
Me: -If it's possible I would prefer an upgraded room
Clerk: -Ok sir, we only upgrade our A-Club platinum members.
Me: -I know, I ask because I'm a platinum member.
Clerk: -Can I see some kind of proof? (My status was in the booking, twice!"
Me: -Sure, check my membership number i the booking.
---AFTER CHECKING MY NUMBER---
Clerk: -So you are just staying for 2 nights?
Me: -Correct, I will be travelling back to Europe on Sunday.
Clerk: -Ok, because with this room I don't want you to stay any longer. (Hey, is that something to be said to a guest for the first time staying at Sofitel Wanda?)
Me: -Alright, no I'm positive I will go back to Europe on Sunday.
Clerk: -Ok, here's your room key number 1815. I've upgraded you to a suite.
Me: -Thank you and is it situated on the club floor?
Clerk: -Club floor is not in you benefits.
Me: -Ok, was just wondering. Thank you for your assistance.
Clerk: -Have a nice stay. Oh, by the way I have welcome drink for you.
As you might understand I didn't think of this to be the best start on a five-star hotel. Perhaps it was the lack of English language skills of the clerk. But since it's a five star hotel in an international hotel I would excpect a little more skills. And the comment "I don't want you to stay longer" really doesn't favour me as a guest of the hotel, frankly.
The suite and amenities was very good, the only thing to complain about was AC sometimes being loud. Other than the check-in process service was satisfactory! Location could be better and it's sometimes hard to get a cab. Walmart is situated closely nearby if you want to avoid the expensive mini-bar.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
15 January 2012
Dear Valued Guest,
Thank you for choosing Sofitel Wanda Beijing.
I am terribly sorry to hear about your arrival experience, which can be fully understood that it might make your first impression be ruined. Please accept my sincere apologies for the unpleasant start in our hotel.
I can make no excuses that our receptionist failed to provide the 5 star hospitality upon your arrival, as well as the recognition for our Platinum Member, the relevant department has been addressed and the action will be taken right away.
As a gesture of good will, we would like to provide you one night complimentary stay(inclusive two breakfast) for your next visit. Please feel free to contact Ms. Ada Jian, our Front Office Manager via fom@sofitelwandabj.com at your convenience.
Once again, we apologize for any inconvenience it has caused to you and looking forward to your next visit in the Sofitel Wanda Beijing
Daniel Fang
Director Of Quality
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC