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Shangri-La Hotel, Guilin - Guilin Hotels
Rating: 5.0 Stars

Shangri-La Hotel, Guilin

111 Huan Cheng Bei Er Lu, Guilin - Map
"Luxurious, but service was disappointing"
Hotel was well-kept and obviously, as the Shangri-la, it was luxurious. The location is not very central, but it was still very easy to take a taxi wherever we needed, and all the drivers knew where the hotel is so it was never inconvenient. However, there were a few times I was surprised and disappointed by the service. Many of the staff were lovely, but many seemed to have different ideas of how to interact with customers. As an American/Westerner, I understand that many countries have different views of what qualifies as good service and that part of traveling is complying with local norms. However, as this was a well-known and expensive hotel, I was surprised that often my fellow travelers had to deal with curious service norms. It often felt as if the staff were purposefully pushing us to purchase the goods and services of the hotel, and at times staff refused to recommend local city goods and services at the insistence that we would only enjoy theirs (we were able to locate other options which we enjoyed). Once, we waited at the service desk for nearly half an hour to be helped, and despite asking (in both English and Chinese) several staff members for help, we were ignored, then given inadequate information. There was another instance when a staff member offered their friends' services to us upon our arrival at the hotel, and refused to leave us alone until we agreed to contact this friend. Luxury was great but the service was underwhelming for such a renowned hotel.
Traveller from Beijing//Washington
This family-friendly hotel is located in the city center, within 3 mi (5 km) of Seven-Star Park, Shan Hu, and Elephant Trunk …More

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