HHelenaThe hotel is very good and the front desk staffs were very professional & helpful.
The RESTAURANT needs to retraining their employees regarding customer services. EXTREMELY POOR CUSTOMER SERVICES that I ever experienced.
On 9/14 evening around 8:45 pm (this was our second night eating in this restaurant. The first night was very pleasant), one of the hotel waitress was extremely rude. She had an attitude from the moment that we sat down on our table. We requested an additional menus; however, she slapped down the additional menu on the table instead of handed it to us. We took a little longer because we had a hard time saying it in Chinese. She started to get irritated with us.
We ate 2 out of 6 dishes from our order. We waited more than an hours for our 3 abalone skewers, 2 lamb steaks skewers, 1 garlic naan & the mushroom wrap. We saw one of the waiter carried the 5 skewers to the other tables.
We asked another waitress that we didn’t have our 3 abalone skewers, 2 lamb steaks skewers, 1 garlic naan & mushroom wrap. A different waitress said we have to wait for another 20 minutes to get our food. It was almost 9:30 pm. We requested to cancel the abalone, lamb, naan & mushroom wrap.
When we went up to the cashier to pay & it happened to be same rude waitress. She charged all the dishes & my brother in law told her that we ate 2 out of the 6 dishes from our orders . The rude waitress expressed like we were lying to her & started to raise her voice. After the long disputes with the rude waitress, another waitress walked up being our witness that we actually only ate 2 dishes.
We finally only paid for 2 dishes that we actually ate. After my brother in law paid for the meal, I expressed to the rude waitress that she has a bad attitude in English as I was having hard time translated in Mandarin. My sister repeated the exact words to the rude waitress; however, the rude waitress said in Chinese “you are insane”. My brother heard and pulled my sister away as he didn’t want more disputes. I walked back into the restaurant and I asked for her name; she asked me why do I ask for her name. I told her that I want to file a complaint of her. She asked why am I complaining about her. I told her that she had an attitude toward us from the beginning. I demanded to get her name. I said that she’s the first person that I had ever complained. She wrote her Chinese name on a piece of paper with the rude attitude and sarcastically said “thank you”. Of course, I responded “you are welcome”.
After leaving the restaurant, I went to speak with the night manager & told her from the beginning to the end of what happened. The night manager walked with us to the restaurant. She spoke with the rude waitress. She asked her to tell her side of the story & request an apology. Of course she denied of her doing & of course she denied that she said to my sister in Chinese “you are insane “. She refused to apologize. Even the night manager said out loud that she could feel her rude attitude even speaking to the her. The restaurant manager, he apologized on her behalf. Per the restaurant manager, “It seems like a misunderstanding. He tried to minimize the wrong doing of the staff”. Such a disappointment of how the restaurant manager handling this matter. Instead of addressing the issue, he is minimizing the bad customer services & the bad behavior of his staff.
IT WAS NOT A “MISUNDERSTANDING “. It was an extremely BAD CUSTOMER SERVICES. It was a training issue & it was a management issue.
Per the night manager, she will have a meeting and address the issue. I seriously hope that the night manager will follow through this matter.
I never experienced such an unpleasant moment in China & even in the U.S.
Hopefully, the night manager will handle this matter effectively.
ゲゲストOverall, we had a pleasant stay with good service. I requested a room decoration for my husband’s birthday, and the hotel staff kindly helped to arrange it, which we truly appreciated. The hotel also has washer and dryer facilities, which were very convenient
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The hotel provides a shuttle bus service to the ski resort, which made getting around very easy and hassle-free.
One downside was that we had some parcels delivered to the hotel, and unfortunately one parcel went missing for reasons that remain unclear. However, the hotel staff were very accommodating and helpful — they shared the CCTV footage and made the effort to assist us in investigating the issue. Although the parcel could not be recovered, we appreciated their transparency and effort.
GGloria BeretervideThe hotel is a standard hotel with all you could need of. Beds are heavenly, I have never slept so well. Though quite far from downtown, the subway station is nearby and in less than 40 minutes you could reach anywhere. Personnel is nice and helpful.
LLEWIS JOHNExtremely well located, and great value for money. Happy staff who are very welcoming, and the room had everything it needed.
My only concern was some extremely noisy guests in another room, which continued from midnight until 6am on one of the nights. Admittedly, I did not raise this to the staff as it felt too late to do so, so I cannot comment on how well it would've been handled. I'm sure they would have helped to stop it. It does mean that the soundproofing isn't totally perfect, but everything else was very good.
Enjoyed my stay, will return if I come back to Kashgar.
ゲゲストReally great hotel.
The staff was super helpful and welcoming.
The room are big, luxury and really comfortable.
I like the bathroom as well.
Big big plus for the breakfast that is really good and got lots of different items.
You have a shuttle bus to go to the ski resort as well that is located at 10 mn by car from the hotel.
The situation is great as well, close from restaurants and shops inside the city center.
5 stars thanks a lot to the hotel staff :)