Client Review on TIMESTRANS China

Feedback:

Upon checkin, no one advised us that we can go to the dedicated Horizon Club or advised us of any amenities we can have. Also, the front desk employees does not communicate in English very well. I wanted to confirm if we have an additional bed in the suite room but the lady at the front desk cannot understand what i meant with having an extra bed, she was very confused about extra bed and additional room. It's very difficult to communicate with the front desk employees. 3 individuals assisted me but did not succeed until I requested to speak to a manager which took around 45 minutes just to wait for a resolution. During our stay, a lot of times the tv is not working. I was told it's because of the rain. We reported it but the technician also does not speak English so we just waited for it to get resolved without any timeline. Prior to checking out we went to Horizon Club for breakfast and i tried to print our cruise documents but no one seemed to know how to operate the printer at the Club lounge. I was asking for assistance but i was told it was a busy time since people are having breakfast. I asked for the manager being that we will be late for the cruise as i have to travel to Tianjin to join a cruise. The Horizon Club manager came in around 9:40 and finally assisted me. This whole process took two and a half hours just to print a document. No one seems to bother to help me until the manager came. This was very poor customer service for a suite guest. I have stayed in a lot of hotels in the world but i never expected this service from a Shangri-la property. i was very disappointed in our stay. It's very hard to communicate to everyone and employees doesn't really care even if you stay in a Club room. I hope a resolution will take place on this complaint so you can better treat your guests in the future as this is a very bad experience specially for a suite guest. Thank you.