Pan Pacific Beijing

Pan Pacific is rated as outstanding and a 5* experience but we’ve stayed 5* in Beijing many times and this hotel is definitely not anywhere near those stays, however, there are some aspects which do reflect 5* service so I’ll begin my review with the positives: 1. 5* service in the Western restaurant, particularly from Fisher, Tong and the main chef. The dinner buffet was fantastic and definitely worth it. We didn’t visit the other restaurants so cannot comment on the service there. 2. A lot of the staff speak English which is helpful as our Mandarin is limited. 3. Gym is great and well equipped. 4. The rooftop bar is lovely especially in the evening. Only downside is that is closes at 11pm. 5. The location of the hotel is good as it is right next door to Joy City shopping mall which also has a number of restaurants. 6. The ayis and door staff are very friendly and welcoming and do a great job. 7. The bed is very comfortable and the bathtub is huge, although the water is lukewarm. Reasons this hotel is not a 5* establishment in our eyes: 1. Upon arrival to the hotel, the front desk reception was very cold and unwelcoming. One person in particular, who I shall not name continued with this attitude throughout our 3 day stay and was unwilling to assist with several of the issues mentioned below as when I approached the desk, he walked away, leaving his colleague who spoke less English than he, struggled to understand my complaints. 2. Upon check-in, a staff member took 1000¥ as a deposit, despite us already paying for our stay online. This staff member didn’t bother explaining what the deposit was for he just simply said it was needed. I later found out, after enquiring myself, that it’s for additional charges such as in house dining. If this is the case and the deposit isn’t for potential damage caused to the room, then it should be properly explained and made optional. 3. Before coming to the hotel I had called to ask if the pool, jacuzzi and steam room would be open and the front desk confirmed that they were. There is no steam room. The jacuzzi is weirdly in the changing rooms and was closed due to covid yet the pool was open and completely packed. We visited the pool at 9pm at night and there were tons of children, screaming and taking up most of the space with their floats. If this hotel is 5* there should be swimming hours in place for adults and children. We unfortunately didn’t use the pool at all during our stay because of this. 4. Wifi is terrible, we gave up in the end. 5. No room service which you’d expect in a 5* hotel. 6. It was way too hot in the room and air con didn’t work well despite being on the lowest setting, however, the front desk staff were very helpful when I called down and provided a fan upon request, without it we wouldn’t have managed the stay. 7. There are more minor complaints but still relevant when comparing where to stay in Beijing: - TV in the room is very small. - Design of the hotel is old fashioned and maybe more suited to local tastes. - Toiletries are stingy for a 5* hotel, tiniest ones I’ve seen. - The coffee advertised in the room isn’t the ones you get, instead you get much cheaper ones and the taste is poor. - Old and very used towels, dressing gowns, carpets, and bedsheets. Our bedsheets actually had tea or coffee stains on them from previous usage. - Some of the furniture in the room is old and broken in addition to some of the lights/electrics being broken too. In summary, I wouldn’t ever stay here again. When I raised the issues above with the front desk they had nothing to offer other than sending someone to ‘fix it’ although I’m not sure what they were hoping to fix as that wasn’t made clear. Front desk staff definitely need additional training on welcoming guests and providing 5* customer service.

賓客關係部門的amy非常好，幫忙快效率的辦理退房，還送了水果，帶着孩子過來玩住的好才是好呢，這個酒店真的是挺好的，服務態度也挺好的，之前就住過這個酒店，之前就覺得挺不錯的，下次來北京還來這裏，

酒店對於細節處理得很到位，賓客關係經理Mayumi對客人的體驗很重視，一切都很細節控，包括温度和枕頭的材質服務周到，冷的話也可以隨時跟他説，可以調控温度特別感謝，mayumj都能站在客人的角度，考慮問題體驗非常棒，給北京之旅中間美好回憶。🚗 交通：便利 🍃環境：優美 🔔服務：温馨

地點佳，算是北京的中心地帶走，五分鐘就到大悦城商場附近吃的多咖啡店，火鍋店便利商店一應俱全，服務員態度親切，令人印象深刻，房間相當舒適，還有游泳池和健身房，非常好，淋浴間熱水來一層的日餐廳也很贊mayumi

非常好。酒店環境也很不錯。有什麼事找管理人員和服務員服務都很周到。非常OK。出門右拐就是西單最繁華的地方…………………… 🍃環境： 🔔服務： 🧹衞生： 🚗 交通：

優點是新酒店，裝修可以，位置優越。缺點是軟件上看不出五星酒店的樣子。服務人員的氣質和經濟型酒店差不多。房間擺放的飲用水和經濟酒店一樣，最廉價的水。早餐和晚上自助餐很差。酒店大堂太小了，游泳池也太小了。整體來説，不是一個五星級酒店。

There was holes in the towel when we went to shower , the shower was leaking onto the ground of the bathroom. One thing is the bed. I’d come back to this hotel for the comfortable beds but that’s about it. Really needs work on how to deal with foreign guests , found staff to be rude and unhelpful. Rooms are nice and big and in a great location. Could be an excellent hotel with more staff trainings

My second stay in pan pacific Beijing. The hotel runs efficiently like any other pan pacific. However, it lacks the warmth. Service was good but transactional. Cleaning crew disregarded the dnd sign and entered the room. Cleanliness was so so. Great location nonetheless.