シャングリ・ラ 蘇州 (苏州香格里拉) (Shangri-La Hotel, Suzhou)

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As my first time overseas and to a country that doesn’t speak English, the staff were exceptional and extremely helpful and knowledgeable and most could speak a little bit of English. No problem was an issue for them and they went above and beyond to make sure my stay was amazing. They even showed me how to use the app needed to pay and order a didi. Breakfast was amazing with a lot choices for everyone’s taste. Would definitely recommend for anyone travelling to Suzhou

All was good and clean

Old and smeelling

In our experience, everything about this hotel was excellent. Every staff member we interacted with provided great service, usually go over and above what we expected.

Nice, clean and friendly hotel

Very well maintained, friendly staff and good location for restaurants and malls and museum.

Terrible Service

Hotel is getting a bit old, aircon needs to be set to 16 deg to cool a little. Good location though.

Negative: though not the hotel’s fault but something to keep in mind. Some of the hotel guests can be a bit rude and self centered. I was next inline for check in but a hotel guest just walk right up to the counter from the side as I was about to take my turn. I also noticed some hotel guests can be very loud. I have stayed at this hotel twice to date and it happened twice. Positive: the manager at the hotel did a nice job of handling my situation when I was checking in. She was professional and friendly and even offered for her staff to help me with my bags. The hotel is across the ST from a nice mall, in a good location, clean and the guest rooms are spacious. I had a chance to meet the housekeeper. His name is Mr. Zhai, Peng, a young fellow and friendly. He did a nice job on the housekeeping.

Staff at this 5 star hotel is terrible. They don't know any language except Chinese. It is unbelievable that 5 star hotel doesn't have English speaking staff. Not at the reception, not at breakfast restaurant not anywhere. At checkout I wanted to pay for my laundry service where after 20 minutes of "just a moment sir", after each of my question "what are you doing", I discovered that they didn't understand what I want but they was trying to locate my shirts which was delivered to my room a day before!!?? While I was waiting on the reception, their air-condition was broken and everyone at hotel lobby was sweating since huge humidity. They do not understand a simple word which is not in Chinese. Not to mention room "smoking smell" and burn marks on carpet on a "non smoking" floor, where they offer to me that staff come and open a window and allow fresh air to "clean" the smell. Not a 5 star service, and not for sure 5 star hotel. I stayed many times at other Shangri-La hotels and this Suzhou one is not even close to Shangri-La quality and service. Should avoid for your stay at Shangri-La Suzhou!