The facility needs more maintenance and updates. The ceiling of the big lobby seems to have water leak on the top and you can see the water signs left still there on the ceiling. The restaurant "江南灶“ uses really old chairs and some surfaces are quite worn out.
Staff in general are courteous and helpful.
There are exceptions though. Some staff in 江南灶 are quite callous in collecting payment. Their systems of payments were quite funny. As a resident of the hotel, I was asked to deposit 1000 yuan and I thought my credit card information would be good enough for meals, as normally happening with other five-star hotels I've been to. Not at 江南灶！At the second meal, the staff came straight to my face at collection and told me that my deposit of 1000 yuan won't cover it. I had to go back to my room and deposit another 3000 yuan to the front desk. At the third meal, it was more embarrassing that a different staff at collection did exactly the same thing. He came straight to my table and told me in front of my guest that I need more deposits. Maybe this restaurant is financially independent from the hotel and the staff was not properly trained.
I complained to the manager that day. Lady Qian, the manager, was nice enough to apologize and showed up at my next dinner and served the first round of wine. I appreciated her attitude. Nonetheless, the collection experiences (twice) was quite unpleasant. Something that you would not expect at a five-star hotel.
