Rated 2 out of 5 by JonS Decent Facilities. Poor service.
* Dining services are good. Room quality is good, though not thoroughly cleaned (dust balls on floor, spill spots on counter tops)
* Guest Services staff needs better training, in customer service and in English.
* Climate control & internet need improvement. Get a room with a balcony. One room we were put in was above 30C in the winter with windows that didn't open.
I booked an X-mas package for 3 nights, which includes free internet, breakfast & dinner, and welcome fruit and wine.
At check-in, the receptionist didn't speak any English, so she communicated with my Chinese partner instead of me. We were taken to our room, which only had wired internet (no wifi). We called the desk and asked if any wifi rooms were available. About 15 minutes later, they sent someone to take us to a new room.
The worker who took us to the new room dropped us off and left quickly, without making sure the new room was acceptable. The temperature in the new room was above 30C/86F. The windows could not be opened and the A/C could not produce cool air. After calling the front desk, they sent a maintenance worker 15 minutes later who could not solve the temperature problem. Further, the room did not have wifi.
After waiting another 15 minutes for the staff to send someone to solve the problem, we walked back to the front desk to sort things out. We asked to just be put back in the first room, which didn't have wifi, but was at least a comfortable temperature. At the front desk, the SPG counter declined to help us. When we said we are SPG members, she seemed to imply that we were lying by asking what our SPG number was.
A couple hours after we settled into our room, the welcome fruit and wine included in our xmas package hadn't arrived. I called the front desk to request them. Thirty minutes later, I called again. Two hours later, they still hadn't arrived. I called again and the receptionist said that someone would call me back. She seemed uncomfortable with speaking English. Fifteen minutes later, no call, so I called them back and asked in Chinese if she can speak English. She said "not so well" so I asked about the fruit & wine in Chinese. She said something very rapidly in Chinese that I did not understand most of. Several hours later, at 9:00pm, 7 hours after we checked in, the welcome snacks arrived.
The breakfast and dinner buffet in Feast were managed much better. The staff was friendly and attentive, though sometimes a bit understaffed especially at breakfast. The selection & quality were very good and the food items almost never ran out without being replaced quickly.
January 2, 2013
Rated 5 out of 5 by Piao Great Hotel
Outstanding experience in staying in Sheraton and ski activities. Room is nice and clean and spacious. Breakfast buffet is super, among one of the best. Staff is friendly and willing to help. Manager Mr. Lai Bao Gang helped us solved issue professionally. Highly recommended.
January 30, 2014
Rated 4 out of 5 by wetravel relaxing place in the middle of beauty
We have been staying at this Sheraton several times. There was also a meeting we attended. Working with the staff has been a delight. Communicating in English is a challenge for some of the staff but they are trying. The public areas near the meeting-rooms where spotless and even with high traffic in good condition. The rooms are beautiful, some are overlooking the ski slopes. There used to be some heating challenges in the pool, sauna area, they have now been fixed. There is a airport shuttle and the ski area is within easy walking distance. "Best" prices on the SPG website are too high for my opinion. SPG recognition is good. There is a nice Sheraton lounge but do not expect afternoon hors d’oeuvres.
February 23, 2013
Rated 4 out of 5 by limpat Concierge Attentiveness
Many times, I walked in and out of the hotel with golf clubs and bags. Nobody offered assistance, especially fro the bellboys and concierges. WOuld it not be in The Sheraton's Way to have staff at least offer assistance to Guests carrying many things in their hands?
Also no hot water on one of the nights was totally unacceptable.
October 16, 2013