The Ritz-Carlton, Guangzhou in Guangzhou

During this stay, I primarily interacted with the housekeeping staff. First off, the concierge team was the most disappointing. Over my two-day stay, only two employees greeted me. One who left a good impression was a gentleman with glasses and some gray hair; he made eye contact, smiled, and offered a greeting. He was the only concierge I felt met Ritz standards. The others standing at the entrance seemed a bit unprofessional; when I asked about picking up takeout, they'd use 'you' instead of a more respectful address, and they wouldn't greet me even when we passed by each other face-to-face.

Now, about the guest room. The housekeeping staff provided excellent service; items I requested were delivered promptly. Their service was much better than the front office. However, the cleanliness of the room itself was a real issue. The first thing I noticed when I walked in was that both beds looked like steamed buns, oddly shaped. Neither of the two mouthwash cups was clean; one had a water stain ring around the rim and lots of white fuzz inside, which looked more like towel lint than cup cloth. You might want to ask how many cup cloths housekeeping staff are given per day and retrain them on how to clean and inspect cups. (I also wonder if you require them to use a sanitizing room to clean cups?) There were many water spots on the trash can in the toilet area; I looked around and there was no faucet nearby, so you can imagine where those came from.

Then, on the bedroom TV and picture frame, one touch revealed a layer of dust. I only touched the first picture frame, leaving the other two for the executive housekeeper; when you check them, please also look at the dust on the light bulbs. The lid of the ice bucket box was unglued inside. I looked at the sliding door on the right side of the TV cabinet and realized the glue was stuck there. I wanted to help reattach it, but the double-sided tape had lost its stickiness over time. Please re-glue it yourselves. For the slippers, one was tucked over the other, and the bottom one was covered by paper, making me think there was only one initially. Who set this standard? It’s 'great'! The used coffee capsule tray had coffee stains.

The coffee capsule box was peeling paint due to age. I suggest the hotel buy some paint and have the engineering department touch it up; it won't cost much, and management should approve it. If they don't, then it's not your problem anymore, right? I didn't examine the room in great detail, just a general look.

I called the operator three times. The first two times were great; they answered within three rings and addressed me by my last name. The third time, it was clear they were busy; they didn't address me by my last name, and the wait time was a bit longer, likely because they had just finished another call, which is understandable.

I hope the above feedback can be helpful to the hotel, as the Ritz is, after all, a brand.