Atour Hotel, Nanhu People's Square, Urumqi Municipal Government

Urumqi Atour Hotel Nanhu Road Branch Check in at 9:30pm on July 28. Booked an executive twin room for three people 1. The front desk asked us if we wanted to spend 99 yuan to upgrade the room and get free breakfast when they saw that there were three of us. We said no, after all, we had to catch a flight in the morning and just wanted to rest for a while, so there was no need for that. Then he said that the room was only equipped with two sets of disposable items and bath towels, and that he would bring us another set later. So we prepared to go upstairs and check in. Then the robot delivered us disposable items, which contained only a pair of slippers... and nothing else... After waiting for a while, it still didn't come. It was only after my friend called her that she delivered it. 2. The room was on the sixth floor. When we walked to the door, we found it was open, which confused us. I have seen the room door open when checking out, but I have never seen it open when checking in. I have stayed in so many hotels and all of them required a card to check in. We didn't say much, moved our luggage and moved in. 3. When my friend finished taking a shower and was about to lie down on the bed, he found a lot of hair on the pillow and sheets when he was tidying up the pillow. All three of us girls have long hair and my friend has dyed her hair, so the hair on the pillow is very short and black. At this time, we all got goosebumps. Didn’t they change the sheets and quilt covers? No one-for-one exchange? Then we found that the sheets at the end of the bed were not tucked in at all, which meant that they had not changed the sheets or quilt covers at all, they just made them neatly. We called the front desk and reported the hair. It was probably at least 20 minutes later that the front desk staff came upstairs to find us. Two people knocked on the door and came in. They didn't say who they were. When we asked, we found out they were the so-called "managers". The first thing they did when they came in was to take pictures. They didn't say anything about apology or embarrassment, and they didn't even change the sheets or quilt covers. After taking the pictures, they asked us what our request was. We said we wanted a refund, but she said she didn't have the authority to give a refund and could only give each of us a pillow. We are going back to Shanghai tomorrow, why do we need this pillow? ? ? Then the "manager" went out to call her supervisor and disappeared... We called the front desk again and asked where their "manager" was and why they didn't change our room or change the sheets and quilt covers right away. The attitude of the front desk was very bad and they said bluntly that our manager was coming up. I asked how long it would take, and the front desk said our manager was already coming up... and there was no apology... Yado, please tell me about this matter Is it so difficult to say sorry? ? ? ? ? ? ? ? Then the "manager" brought people to change the sheets and quilt covers, which took about 20 minutes. After that, he said he would call the supervisor to handle the matter. Then the person disappeared again, and we called the front desk again. The "manager" said that the supervisor didn't answer the phone and there was no signal. We had to wait until the supervisor came to work tomorrow morning and deal with the problem at nine o'clock... Are you in the mountains? No signal? Or do you just don't want to deal with it and are looking for so-called excuses? Night is the time when the most guests check in, and it is also the time when the most problems are likely to occur. As a supervisor, if you don't answer the phone and there is no signal, I will take it as true. But you also need to keep a so-called "manager" who has the authority and can make decisions to deal with these issues. Later, because it was very late, the "manager" said that the money could not be refunded, so we wanted to deal with the matter simply and accepted the free pillow for each person, but we wanted to upgrade our room type. We called the "manager" and he said we could only get the same room type and no upgraded room type. But when we checked in before check-in, we were told that we could upgrade the room type for $99, but now that's not possible? Are you sure you want to handle this matter properly? The whole process took a very long time, and they kept making excuses, saying it was a problem with the housekeeping department. But doesn’t the housekeeping department belong to your Atour Hotel? ? ? It is your fault, it is your fault. No matter how you try to shirk responsibility, it all belongs to your Atour Hotel. There won't be a separate housekeeping department company to sort it out for you, right? Yaduo is a chain of four-star hotels. When something like this happened to you, you just shirk responsibility and don't deal with the matter. Is this your attitude? We are not unreasonable people. We handled the situation smoothly in the early stages. We should have apologized in a friendly manner and resolved the issue in the way we wanted to handle it peacefully, but you did not do that. 4. When I woke up this morning on July 29, a new "manager" came and asked us, "So what are your demands?" How about Atour? You guys don't communicate, right? Is there no handover between departments or during get off work hours? The attitude from beginning to end was extremely disappointing, as if it was not their fault at all, extremely poor attitude. Atour Hotel, please give us an explanation. The staff at your Nanhu branch owes us three girls an apology.

I didn't expect that the most unsatisfactory night in Xinjiang was Yaduo. The hotel environment is ordinary. The facilities are relatively old. There are no electric curtains, and the toilet is still manually operated. Xinjiang does not include breakfast. The price-performance ratio is more than 500 per night in the off-season. It is not as good as the All Seasons and Starway where I stayed for less than 300 for two nights before. The room is very dim. Although it is designed without a main light, I still have to use the flashlight on my mobile phone to light things. The washbasin countertop is very small. There is no place to put other things after putting the washbag and makeup bag. Makeup has to be piled directly in the washbasin, which is in sharp contrast to the more than 2-meter washbasin of the All Seasons where I stayed a few days ago. The service of the hotel, which is known as the "Haidilao", is also eye-opening. The attitude was okay when checking in. The attitude was arrogant when calling for service. The first time I called to ask why our family room only had two sets of washbasins and two pairs of slippers, the front desk said that this was standard, and if needed, we had to ask the front desk to get them separately? I want to say that we stayed for so many days, and other hotels gave children slippers when they saw that there were three people when we checked in, but you didn't, and you blame us for not seeing your standard configuration? The second time I called for a hair dryer, because the hair dryer stopped after 20 seconds. The first time they said it was overheat protection and asked us to wait, but it didn't come after waiting for 10 minutes. I called the front desk again and asked them to send it. The front desk explained again that the hair dryers in the hotel were like this. Although it was sent because I asked again, I cannot accept your explanation. I have stayed in many hotels, and I have never encountered a power outage protection after using it for a few seconds! In short, this is a hotel that lacks the quality of Atour, and I am very disappointed!

The hotel has good sanitary conditions and excellent service! The free Yibao moisturized the dry climate, the late-night porridge warmed the cold snowy day, and the laundry washed away the dust of the journey!