Four Points by Sheraton Suzhou in Suzhou

As a 'Black Diamond' member, I rarely leave reviews, but this time I specifically booked through Ctrip to do so. Firstly, my company booked this stay, and even after giving my name multiple times, they kept saying they couldn't find my reservation. It was only when I threatened to call and verify that they magically 'found' it.

Secondly, the front desk staff acted as if I owed them money (and it wasn't just me – our group of about ten people all commented on their sour expressions, as if they'd swallowed a fly). They were clearly annoyed. I asked them to contact the person who booked the room if they couldn't find it, and they replied they could only contact the sales department. I told them to go ahead and contact sales, but then they just stood there messaging on WeChat. I don't understand why they'd use WeChat when they had a phone. They made me stand there at the front desk for ages. Finally, I got fed up and said I'd book it myself through Ctrip. It was only then, perhaps after seeing I was a 'Black Diamond' member, that they grudgingly managed a smile and offered a room upgrade.

Thirdly, parking. I drove up and asked to park at the lobby entrance. The security guard blocked me, even though there was clearly a spot, claiming other cars wouldn't be able to pass. I got out and saw there was more than enough space for even a bus. As I walked to the underground garage, I noticed the car that had just dropped someone off at the lobby entrance was now illegally parked in a no-parking zone, and the security guard said nothing. Perhaps an LX700h is too expensive for them to confront, while our Volvo isn't. When I came up from the underground garage, even vans were parked haphazardly. So, all in all, I couldn't bring myself to be nice to the security guard.

Anyone considering this hotel should think twice. This is my complete experience.