The Wutai Mountain Marriott Hotel is an ideal spot for travelers wanting to discover the city. The Wutai Mountain Marriott Hotel is an ideal choice for travelers who want to take in the sights and sounds of Wutai County. From the hotel, Xinzhou Wutaishan Airport is approximately 68km away. Xinzhou Wutaishan Airport is the closest option for those who prefer to fly, approximately 68km away. Seeing Wutai County's sights from this hotel is easy with Daibao Temple, Haihui'an and Wutai Mountain Scenic Area - Coach Waiting Point all close by. When guests have some time on their hands they can make use of the onsite facilities. This Wutai County hotel offers parking on site. Guests tell us the location of this hotel is fantastic. This hotel is particularly popular with those traveling with families.
"What was most disappointing about this stay wasn't a broken piece of equipment or simply a late room delivery, but rather the hotel management's arrogant, shirking, and inactionary attitude when faced with problems.
We booked three suites for two nights. The hotel's policy is a 12 PM checkout and 2 PM check-in. We arrived at 10:30 AM to check-in, but two suites weren't ready until around 4:30 PM, and the last one wasn't available until almost 5 PM. The duty manager, Becky, repeatedly explained that ”the previous guest only checked out at 3 PM.” However, a previous guest's late checkout, room status coordination, and housekeeping are all internal management issues for the hotel and should not be borne by the next guest.
After checking in, we encountered a heating problem. At that time, the nighttime temperature in Mount Wutai was close to or even below 0℃. The hotel's in-room air conditioning system was off, and we had to rely on in-room heaters. The heater in one of the rooms was broken. Maintenance and management staff were slow to arrive, and we waited in the room for the duty manager for over 30 minutes, eventually having to switch rooms. The lobby manager, Manager Chen, explained that ”the hotel is relatively old,” and for the waiting time, stated that ”the front desk was busy, and this is considered a reasonable wait.”
Even more outrageous, on the morning of September 30th, the guest in room 8228 went to the front desk in person to report being unable to sleep due to insect noise all night, and also had multiple obvious red swollen areas on their neck. The front desk took photos on the spot, provided a plug-in mosquito repellent, and stated that they would arrange for a re-cleaning of the room. However, during the afternoon discussion, the lobby manager still insisted that it might not be mosquito bites, but rather that ”the guest has a special constitution and is allergic.”
Throughout the entire communication process, hotel management almost consistently explained why the problems were ”not the hotel's responsibility”:
Late room delivery – blamed on the previous guest's late checkout;
Manager's slow arrival – blamed on the busy front desk;
Broken equipment – blamed on the hotel being old;
Suspected mosquito bites – blamed on the guest's constitution;
Cold room – stated there was no other solution.
The lobby manager even repeatedly emphasized that ”the hotel is not a five-star hotel” and ”does not have a five-star rating, so it cannot be expected to meet five-star hotel standards.” However, the hotel itself is sold as a 5-diamond high-end hotel on Ctrip and is also under the Marriott brand. Guests were not asking for extra courtesies, but simply the most basic: rooms delivered on time, equipment functioning, heating when temperatures are near zero, and prompt resolution of issues when they arise.
I want to particularly state that this review is not about compensation.
The hotel did propose some compensation options during the process, but we ultimately did not accept any financial compensation, room rate reduction, or other benefits. Until our departure, hotel management did not offer a serious and formal apology for these issues.
What I truly found unacceptable was the arrogance, inaction, and continuous shirking of responsibility displayed by the hotel staff when faced with problems. Old equipment can be repaired, late rooms can be coordinated, but if a hotel management team lacks even the most basic attitude of admitting fault, taking responsibility, and solving problems, that is the most serious issue.
Objectively speaking, the hotel restaurant service was very good, and Jeremy from concierge was also very responsible. These employees deserve recognition. However, the guest room operations and the way management handled guest complaints fell far short of my basic expectations for the Marriott brand."