Wyndham Grand Plaza Royale Hangzhou in Hangzhou

This is my first time giving such a low rating to a so-called 5-star hotel. The problem isn't that it's old; it's the squalor resulting from a long-term lack of maintenance and basic hotel management training. For a family room costing 4293 for two nights, the throw pillows were frayed, the children's bathrobes were yellowed, there were flies in the room, bathroom fixtures fell off with a touch, and the hairdryer was motel-grade. The most outrageous was the iron: the water inlet cap was missing, and the wires were exposed. I asked the cleaning lady for a new one, but beyond the hardware, the service was the worst. Breakfast was rationed, the staff seemed unhappy, and saying anything extra would lead to a rude retort.

Upon checking out, I couldn't stand it anymore and complained to both the platform and the hotel. However, the most absurd thing happened next: the lobby manager on duty that day promised to take photos as evidence and apply for a refund for the lake-view room difference (at least a lake-view has a lake; what was outside this family room's window?). Yet, after the platform followed up for a day, they actually overturned the agreement and refused to acknowledge the discrepancy in quality and price. The miscommunication between Mr. Qiu and Mr. Li further highlighted the hotel's chaotic management. To this day, I haven't received a single proactive follow-up. I truly cannot understand how a five-star hotel by Hangzhou's West Lake could be so dilapidated, messy, and dirty. I even asked Doubao (a chatbot/AI), and well, Doubao knows more about you than you do yourselves.

Since you don't respect consumers or platform management, and you can deny your own words, then I can only leave this review. I hope there won't be another 'sucker' like me. I've uploaded the video to Ctrip. Indeed, the only one who genuinely took the consumer seriously throughout this process was the Ctrip customer service. I also urge Ctrip's senior management to pay attention to quality control.

After staying one night, we all woke up with varying degrees of red rashes, suspected to be insect bites. When we reported this to the staff, they initially shirked responsibility, claiming all bedding and linens were disinfected and problem-free, suggesting it was an allergic reaction on our part. However, we've never experienced such allergies before. The hotel later provided some anti-itch cream but never apologized for the situation, nor did they offer to accompany us to see a doctor. They repeatedly insisted it was due to seasonal changes and increased mosquitoes. Considering our travel plans, we didn't want to argue further. Upon check-out, the hotel offered a small gift as an apology. While the staff's attitude was generally good, the overall stay was extremely poor, and I will definitely not consider Wyndham again in the future.