The hotel is located in Xiaojinkou, Huicheng District, Huizhou City, covering an area of about 1.7 square kilometers, surrounded by mountains and rivers, sitting on the unique natural landscape of "one spring, one lake, two rivers and five mountains", surrounded by streams, waterfalls, mountain streams, terraced fields and clear water. Since the Song Dynasty, the literati and writers of the past dynasties have followed the traces, the great writer Su Dongpo is the three visits to the soup spring, and the cliff stone carving of Jiulong Lake still retains his famous sentence "the dream of nine clouds in the chest". The hotel integrates hot springs, guest rooms, catering, conferences, fitness, etc., and is known as "Asia's most beautiful multi-room hotel".
"Considering the nearly 2000 RMB per night price tag, my overall stay experience was just average, primarily due to several issues I encountered starting from check-in:
Firstly, the two front desk staff members seemed unprofessional. When I asked if breakfast could be delivered to the room, they replied with vague answers like 'I'm not sure, I don't really know, maybe not.'
Secondly, when I inquired about the SPA environment – whether it was indoors or outdoors – their response was equally unclear and hesitant. They simply handed me a price list. The brochure clearly showed a beautiful outdoor setting, so I asked if the actual environment was like that, outdoors. They said they weren't sure. I had planned to pay for a SPA session with my mother that evening, which is why I asked specific questions.
Thirdly, regarding the golf cart service: before I even got on the cart, the staff member didn't ask but rather told me directly, 'I'll take you to drive your car closer to your room, it's very near there, it will be more convenient for you to drive.' My initial thought was that as a guest, I didn't want to drive, and if there's a golf cart service, I should be able to use it to get around other areas within the hotel. So I countered, 'Can I just be driven by a golf cart within the hotel?' He said yes, but still kept pushing me to drive my car to my room. I directly refused. When we arrived at the corridor outside our room, he just said 'here it is' and didn't get off to tell us which specific room it was. It was almost 7 PM, already dark, and the lighting in the area was generally dim. He just stayed in the car and said, 'It's the door on the left once you go in,' and then left. I felt very underserved.
Fourthly, since we checked in late at night, the lights in our room hadn't been turned on beforehand, although the hot spring water and air conditioning were ready, which was good. However, because there were no lights on and no one guided us, opening the door wasn't easy, and finding the light switches was also a hassle. I suggest having a staff member accompany guests to assist with these things, especially for first-time guests checking in at night.
Fifthly, for a stay at this price point, I felt the amenities and details, usually found in four or five-star service, were lacking:
a. Disposable toilet seat covers should be provided.
b. Disposable bathtub covers should be provided.
c. A foot-wiping mat should be placed at the bathroom entrance.
Sixthly, we stayed in room 6503, a private villa with a hot spring pool in the courtyard, offering good privacy. Guests choosing a private hot spring room usually prioritize privacy. However, directly opposite the hot spring pool area were three open-work windows, facing a walkway that guests arriving at the hotel must use to get to their rooms. I recommend adding privacy blinds.
Seventhly, I called the front desk between 7:30 PM and 8:00 PM to book a 9:30 PM SPA service, which is an additional paid service. The first call was transferred to another front desk. When booking with the second front desk, after providing my room number, they asked for my phone number. To protect my privacy, I asked if the room number was sufficient, and they said yes. I booked for 9:30 PM. However, when I arrived at the SPA reception on the first floor half an hour early and asked if I could start earlier, the two receptionists seemed very surprised and asked, 'Wasn't that you who just went up? You also booked for 9:30 and said you arrived early, we thought you had already been taken up.' Of course, if they had simply told me I had to wait until 9:30 PM because I was early, I would have understood. But the front desk clearly didn't handle customer booking information effectively. There were management loopholes starting from the phone booking process, such as confirming room numbers, confirming guests' surnames. Furthermore, there were only two therapists for the SPA. If two groups of customers booked for 9:30 PM simultaneously, that's also unreasonable. Additionally, the SPA front desk staff on the first floor had a rather poor attitude. On a positive note, the SPA therapists' techniques were excellent.
Separately, I would like to commend the dinner at Dongpo Pavilion. The food was served quickly and tasted good. When I dropped my chopsticks, a staff member replaced them within two seconds. The only downside was the large number of mosquitoes, but the staff promptly provided two types of mosquito coils and mosquito repellent, which solved the problem.
Overall, the soft services need significant improvement; they are comparable to a three-star hotel. The hardware facilities are matching, and the hotel's garden environment and layout have a good ambiance. However, no matter how much money is spent on hardware, without matching soft services, it will still fail to retain repeat customers."