Rated 3.7 out of 5 by 3
Rated 5 out of 5 by LAETH Magic hotel in location and modren design
1- design I never see it before really fashion hotel .
2- service and staff very kind and helpful
3- location Amazing .
4- night life you can enjoy dinner and garden with hotel light .
Rated 4 out of 5 by SGCJ A high-end Sheraton hotel
Overall a quite nice stay. I used the SPG points to redeem the room and got upgraded to a studio suite.
3 things I liked the most:
1. Building is unique and looks nice at night with all the lights on
2. Staff was super friendly and helpful. E.g. The guard at the swimming pool lent me his own swim goggles
3. The hotel provided Occitane personal care products rather than the Sheraton brand
3 things that make the hotel less than perfect
1. The hot spring and some other facilities will not be ready until August
2. The indoor swimming pool is a bit too small
3. The local area is still being developed; there are not many recreational facilities near by
Rated 2 out of 5 by Matthijs Great potential, but not ready - poor value for money
We stayed at this hotel for 2 nights early April 2013. Upon checkin we were upgraded to a 'Premier' room with lakeview - based on my SPG Gold status.
The hotel itself is spectacular, the architecture is stunning and especially at night they have a lightshow on, starting around 6pm and finished at 9.30pm. There isn't much in the immediate surroundings of the hotel, a few Chinese restaurants within walking distance. They clearly have great plans for the area, but it is very much work in progress and they will probably need another 1-2 years to finish it all.
The room was - and unusual for Chinese Sheratons (I've seen a few) - very much 'Chinese' style decorated. I don't mean dragons and stuff :), but lots of "bling" in the room, one of those where many Chinese people will love it but don't expect a Western style Sheraton room. The room had the most unusual lay-out, with a bathtub right in the middle and toilet and shower only separated by a curtain from the bedroom. To get from the toilet to the sink you had to walk around the bathtub to the other side of the room. It felt a bit as if they had thrown. at random, all different parts of the room together. We had a very nice balcony with beautiful views across the lake.
Staff was very friendly and had clearly been trained quite recently. Some staff mentioned they had transferred across from other Sheratons in China. The only area where staff seemed untrained and unorganised was the YUE restaurant (more below).
The breakfast buffet at the Feast was ok - good quality but nothing special. In the evening we tried the YUE restaurant (Cantonese), the food was excellent however prices were absolutely ridiculous. What made it worse that for that price the service was absolutely below the level expected. Staff had no idea how to serve the very few guests in the restaurant - not unusual in China but for those prices you expect 5 star service. The highlight was my order of a glass of wine which she then proceeded to fill up completely to the top of the glass, I think I must have had half a bottle at least :).... As said the food was nice but service needs a massive improvement - it was completely unclear who was in charge in the YUE restaurant. We also tried the Bar downstairs, we had very good and efficient service and the bar food - albeit again overpriced - was nice and the live band created a nice atmosphere.
Around the hotel are major building works, noise is limited to daytime hours only, but the works produce quite a bit of dirt/dust. We could clearly see, both in our room and in the Feast restaurant downstairs that this had a negative impact on the cleanliness of the hotel. Our bathtub had dust all over it.
We had one day of terrible rain and wanted to watch a movie. Unfortunately it turned out the pay-per-view movie system had not been installed yet, so we couldn't see anything. The very friendly Guest Services Manager provided us with an ipad mini to watch movies however without any movies downloaded on it and without any VPN available we couldn't access blocked streaming sites such as Youtube etc.
We had a brief chat with one of the foreign managers at the hotel and he mentioned they were still in the period of 'soft opening'. Given the various improvements needed, the building works still ongoing, service inconsistent across different parts of the hotel and things like in-room entertainment systems not installed this didn't surprise us. What DID surprise us is that they charge full price (I'm not allowed to say here what we paid, but generally rooms tend to go for 3000RMB+ incl tax per night during the soft opening period).
Whilst they are working through their soft opening period to improve things they should charge heavily discounted prices / reduced Starpoints rates. Dining in the YUE restaurant should be discounted until they can provice proper 5 star service. At the moment the hotel isn't worth more than a third of what they charge.
Overall an ok and relaxing stay, but had expected a lot more - right now a stay here is very poor value for money.