Huayuetang Inn in Lijiang

The customer experience was extremely poor, the check-in experience was extremely poor, the service was extremely poor, there was a deliberate power outage, and the room door wouldn't close.

After successfully booking, the guesthouse owner, a woman from Northeast China, called to demand a refund, claiming that the discounted price implied additional charges and tried to recommend other products. We, as a travel agency, wouldn't accept such offers. We told her we were just booking for others, and whether or not additional charges were offered was none of our business, as it was a company account. When negotiations failed, she threatened to cut off the water and electricity, verbally abused us, and said she didn't care whether we did business on Ctrip or not, and didn't care about leaving a bad review.

The company boss told us to complain to Ctrip. After communicating with customer service, they said the guesthouse wouldn't discriminate and that check-in would be normal. However, upon arrival, the power was still cut off.

Before booking, I asked if there were any discounts, and they said no. I didn't pay attention and directly booked accommodations on Ctrip. Several nights were booked, with two different groups of people staying using the same account. Our company does customized tours and books hotels on behalf of clients. We don't care about hidden charges at all, and we wouldn't leave reviews on a company account, but we simply cannot understand the guesthouse's actions, especially their threats to cancel the booking.

The first group checked in but experienced a power outage and couldn't check in, opting for other accommodations. They contacted Ctrip and received a refund for the hotel. The process took nearly ten days, with Ctrip repeatedly insisting they could check in normally.

The second group checked in late at night but weren't given a key card. There was a power outage, the room door wouldn't close, and the guesthouse refused to refund the money, demanding an offline transfer to cancel the booking. Communication with Ctrip took too long; everyone was busy and didn't have time for the hassle. They paid offline and cancelled the booking, but Ctrip couldn't provide feedback. On the 29th, the owner said the booking couldn't be kept, resulting in an extra 400 yuan spent on reviewing the experience.

One point is for the decor. I chose this place because of its 5.0 rating. The pictures looked beautiful before I arrived, but when I got there, I found that the room was poorly soundproofed, there were mosquitoes, the toilet was stained, the owner was dishonest and had a terrible attitude. I was so scared that I couldn't sleep all night.