J’ai réservé pour une chambre d’h?tel 4 étoiles. Or, à mon arrivée j’ai été placée dans une annexe de l’h?tel, 3 étoiles. On ne m’avait pas prévenu en amont. Une déception

Room is very clean and as expected. It is a new hotel, no foult. Bathroom is clean. Buffee breakfast is included which is nice. Room that i booked good for couple of days. Its queen room. Small

首条携程差评献给贵店：服务意识与五星定位严重不符 作为在携程预订多年的用户，这是本人首次给出差评。五一期间携6岁孩子入住贵店海景房，却因连续的服务疏漏导致体验极差，不得不详述事实。 一、入住告知义务未履行。 办理入住时，前台未主动告知早餐用餐楼层及供应时间，无任何书面或口头提示。对于带幼童的家庭旅客，这是入住时最基础的讯息传递，遗漏直接影响了次日行程规划。 二、早餐收餐后的机械应对。 因前一晚带孩子游大理古城归来较晚，次日10时许到达餐厅，见自助餐枱已收。粉面区工作人员指引我找餐厅服务员协调，而该年轻服务员未询问具体情况，进去问了一下就答覆"什么都没有了"。我眼见粉面区设备仍在运转，且当时还有其他宾客正在用餐，遂提出能否煮两碗粉面——这在操作层面完全可行，亦是同类酒店常见的弹性处理方式——却被拒绝，最终仅拿到两瓶酸奶和两袋牛奶（还是在追问什么都没有了吗之后）。特意加价选择海景房，本看重早餐的便利与体验，结果因未被告知早餐时间，不得不开车外出找早餐、找车位，一顿早餐硬是拖成了午餐。孩子饿着肚子，作为父母既心疼又无奈。 三、退房反馈的敷衍处理。 离店时向前台説明此事，对方仅回应"对不起，我们到时候会给经理反馈"。客人即将离店，一句"到时候反馈"对当下的糟糕体验毫无补救与安抚作用，全程未见任何安抚情绪或积极补救的举措，完全未体现五星级酒店应有的服务素养与客诉处理意识。 横向参照： 此前在丽江入住的同档次五星级酒店，不仅入住时主动清晰告知餐厅位置及用餐时间，且早餐供应至11:30。相比之下，贵店在讯息传递、弹性服务及客诉应对上均存在明显差距。 选择海景房房价本就高于普通房型数百元，本为追求更舒适的亲子体验。然而，因上述服务意识的缺失，不仅未能享受便利，反而让孩子在旅途中捱饿受委屈。希望贵店明白：此差评并非针对"早餐收餐"这一规定本身，而是针对面对已到场且尚有供应条件的宾客时毫无弹性、面对客诉时仅以"事后反馈"推诿的服务态度。 细节见服务。望贵店正视自身漏洞，加强员工培训，做好入住基础须知提醒，学会换位思考、灵活处理客人合理诉求，不要让远道而来的游客满心欢喜而来，最后带着糟糕的体验离开。

酒店回复：尊敬的宾客：非常感谢您选择下榻大理国际大酒店并抽出宝贵时间分享入住体验。感谢您的反馈。关于早餐时间，前台在为宾客办理入住时已按标准口头告知（6:30-10:00）。您次日上午10:00后到餐厅遇到收餐，员工处理确实不够灵活，退房时我们的回应也显得生硬，给您带来了不好的感受。我们会加强培训和客诉应对，感谢您的包容与指正！

酒店位置 服务 环境一流。我们第一次来北京（我男友第一次来中国）。漫心酒店这四晚给了我们很棒的体验，感受了中华文化和当地的人情。

酒店回复：尊敬的携程客人：您对前台服务的认可令我们欣喜不已，在此深表谢意。北京前门四合院漫心府的三进两跨式四合院别具一格，漫心的设计风格使其独具魅力。前台团队在这样的环境中，用真诚的服务为酒店增色。他们以积极主动的态度，迅速响应您的需求，让您在享受酒店特色增值服务，像新鲜的欢迎水果、便利的离店水、可口的大堂稻香村糕点时，更能体会到无微不至的关怀。盼望着您再次入住，继续在这充满温情的漫心府度过愉快时光。总经理：孙晶萍

My card was charged for my first night’s stay one day in advance of my arrival, then was charged for the same amount again on the morning of my arrival, all prior to checking in. I was told their policy is to pre-authorize my card when they are at 80% + capacity, thus the first charge, and the second charge was an error. I still have not received a refund for their error. This policy is not provided anywhere in writing. The rooms have been tastefully remodeled and are comfortable. Housekeeping services are only provided upon request. The air conditioning in our room did not function properly. Parking is limited to one car per room with off-property parking being located in a lot 1/2 mile away at a motel that is unsafe. This policy is also not provided anywhere in writing. WiFi was unstable and/or unavailable during our entire stay. Breakfast is served 6:30 - 10:00 with many guests arriving at 10:00 or a little after expecting breakfast. Typically in a heavy tourist area, and on a graduation weekend, breakfast is available longer to accommodate the large number of guests. The breakfast staff was outstanding and very helpful. On the morning of check-out we received a text message and an email asking what time we would be checking out, well before the 11:00 am check-out time. Very disappointed overall in our stay.

酒店回复：Thank you for taking to time to leave us a review. We are disappointed to hear that your stay did not go as planned. We do our best to keep guests informed about our policies and unfortunately online travel agencies no longer offer us guest phone numbers and emails. We used their messaging system to send out a message with important information including that we pre-authorize the card on file for the first night's stay to ensure that the card is valid. This authorization falls off your account in 3 to 5 business days depending on your banking institution. You will not see a refund for this amount as it is just an authorization, and it will disappear once your bank releases the funds back to you. We will be sure to have our maintenance staff check your A/C and WiFi issues as both are new upgraded systems. We also appreciate your insights regarding a later breakfast on special event dates as this is a great idea to help with the increased number of guests that plan for a later breakfast time. We do apologize about the policies in place regarding housekeeping and parking, but they were created to help guests overall experience. The hotels in mountain towns are not built to have multiple spaces per room and we want to guarantee that all guests have a spot to park. The overflow lot was created as a solution to guests arriving late with nowhere to park. The housekeeping stayover service every 3 days and upon request helps our staff to be able to clean rooms quicker for guests that want to check in early as well as helping with the environment saving water on cleaning linens. We are happy to service any guest daily upon their request. Graduation is a tough weekend to judge our overall hotel experience, and we understand the increased rates and occupancy can make for a less than perfect stay. We would love to have the opportunity to welcome you back in the future.

Lovely place to stay. Really special. Staff especially helpful and friendly.

Great location! Friendly and very helpful staff! I’ll be back.

An absolutely flawless stay! The rooms were spotlessly clean and comfortable, and the hotel featured a beautiful ambience with a welcoming vibe. The staff was incredibly polite and helpful throughout our visit. Everything exceeded our expectations, and we will definitely choose this hotel again!

We had a fantastic three-day stay at this hotel. The location is incredibly central and convenient for exploring. Because we booked a three-night stay, we received complimentary breakfast and one afternoon high tea, both of which were delicious and a great added bonus.What truly made our stay unforgettable was the outstanding service from 小雨. Even though he modestly mentioned he wasn't the "big boss," he looked after us like a top manager. He went above and beyond to guide us to the best nearby sightseeing spots, specifically recommending less-crowded areas that allowed us to avoid the heavy tourist traffic. He also recommended an excellent mushroom hotpot restaurant nearby—it was a bit pricey, but absolutely delicious and worth it.The hospitality here is top-notch, largely thanks to 小雨. We highly recommend this place。

酒店回复：Dear Guest,Thank you so much for staying with us at Hotel Lijiang Fine Art and sharing this wonderful review!We’re thrilled to hear you loved our central location, complimentary breakfast and afternoon tea, and especially the attentive service from our staff Xiaoyu. It means the world to us that his thoughtful recommendations helped you avoid crowds and discover a delicious mushroom hotpot restaurant.Your kind words are our greatest motivation. We will keep striving to provide exceptional service, and we can’t wait to welcome you back on your next trip to Lijiang!

Everything was good yes and yes I appreciate that room was great