Rated 4.3 out of 5 by 3
Rated 4 out of 5 by Dreamz Great place to relax and chill
After a long journey from Shanghai, was very pleasantly surprised to be upgraded to a corner room with lake view. Indeed, the hotel was situated in a fantastic location with great view of the lake and nearby islands. It was also walking distance to local eateries around town, which was really nice. Hotel also had reasonable restaurants and hotel guests had discount vouchers which were really great.
Service was definitely on par with a Sheraton-branded hotel. Staff were friendly and greeted us with a smile. We visited Yue restaurant for the buffet dim sum and hotpot dinner several times and each time were greeted warmly by the male manager there who made sure we were comfortable.
Small areas of improvement would have enhanced guest experience. As mentioned by one guest, everything is chargeable which gave us a very mercenary impression e.g. use of bicycles, use of lounge even though there was barely anybody there. Some flexibility could be given for gold members to use the lounge as well since it was a low season I felt.
Other than that, I would really highly recommend members to stay at the hotel.
November 26, 2013
Rated 5 out of 5 by Joe0522 very good spg member service hotel
Get upgrade to the lake view room.
Enjoy the afternoon tea in the lobby.
My little daughter love the kids room on the 1st floor.
And the spg manager is really nice.
Also told me about promotion of the 3rd year birthday of QIAODAO LAKE Sheraton.
Will come and enjoy my holiday again.
April 2, 2013
Rated 4 out of 5 by Idleward Wonderful room, but terrible dining experience
Got upgraded to suites. The room is awesome, so is the lakeview. The location of the hotel is just perfect - right by the Lake and only a few minutes drive from city center!
Had the dining experience been better, it would be a perfect weekend escape...
Before check-in, I asked about the daily rate for SPG Kids Pass, which is listed as one of the features on their homepage.The girl obviously was not aware what SPG Kids Pass is.... And I was pretty surprised to hear she respond, after several rounds of confirmations, that they only offer kids' menu, which is definitely not what SPG Kids Pass meant to be. When I emphasized that SPG Kids Pass should be charged a daily flat rate, the girl promised to double check but never came back with any updates.
Most food in buffet breakfast is cold, including the steamed buns - all 3 meat buns i took were cold, not to mention that two of them were mistakenly tagged as creamy custard bun.
When I tried to get some omelet from the chef, i was told to wait for 5 minutes. However, when I showed up for my omelet after 6 min. I only found the chef was busy with frying eggs and I was told to wait for another 5 minutes, as he insisted that what he said was to let me wait for 10 minutes and he STRONGLY demanded I be patient and wait. This is the worst omelet experience I've ever had so far. It's OK that you're busy or you simply forget that, but don't lie, and don't teach your customers lessons - save it for your apprentices.
Well. the waitresses could deliver better service if they are more attentative, smile more often and, most of all, be upfront. How would I feel when you tell me the restaurant manager is on vacation but later I find she's right there walking around the restaurant?
I left comments on the suggestion form and orally communicated the message to the FOM when check-out. Now it's been 8 days and I don't think I would hear any feedback on that...
February 27, 2012