All was good except the hotel's concierge staff who were quite dishonest. The first one changed our 1-day tour booking to what he said is a "better" one but where we ended paying extra money on-site, experienced a blown-up tire and were dropped off on the side of the road instead of in front of the hotel's lobby. The second one ordered a limousine to the airport vs our request for a metered-run ordinary taxi. We had to take the limousine as to not be late for our departure by train. Due to the rush, I had not checked the invoice for a breakfast that had not been stamped "paid" by the cashier (as per usual practice) after paying it by cash.
Comment from Hotel Management
Nov 28, 2016 by General Manager, Hotel Management
Bonjour Dear Guest
Firstly and mostly, thank you for providing the feedback and commentary that allows us to review our business practices and improve them for future guests. Upfront, I was very surprised and concerned to read your comments about or Concierge Team. They are a cornerstone of our service delivery program, and are regularly held out by other guests for their service standard. I have followed this up personally and have interviewed the ambassadors involved. My opinion is that regarding the recommendation to use another car service was not commission driven, but based on a good relationship with the supplier that should have guaranteed a better service. The 2 problems you raised were not forseen by our Concierge Team, or the person they were dealing with in the third party, who by the process used another person to provide the service (ie, you contract a company and they have a number of outsourced contractors who provide the actual service, a familiar and common business practice). There has been extensive review by our contact on the standard of car care and the fact you were dropped off at the main road and we now have assurances that the service will be much better in the future.
Your feedback about the second car was based on the need to prioritise speed over detail, You noted the need to catch a train, and unfortunately in Zhengzhou metered taxis are very difficult to flag down and are not guaranteed to come to the hotel if ordered because of the ability of the drivers in the city to be flagged down by other users. The priority was to get you to the train station. I can attest our ambassadors had no commission tied to their approach in this instance and had no vested interest other than to provide the best service to you.
Regarding your comment about stamping paid on the invoice. I concur it is a practice employed at many hotels in China. However, at our hotel, we do not stamp invoices paid. We have numerous mitigating controls including extensive CCTV coverage, complying with International banking PCI-DSS credit card standards and having onsite a secondary China based “fapio” invoice system that regulates official payments captured under the governments VAT program. As such we don’t actually stamp invoices paid. Again, highlighting the issue allows us to understand the needs and expectations of our guests.
To summarize, than kyou again for taking the time to let me know of the issues you had. I'm really sorry we didn't get a chance to leave a more favourable impression and I hope a return to our hotel will allow us to do just that
Sofitel Zhengzhou International