Me and wife had stayed in this hotel numerous time over the past few years and was pleased with the service with the exception of this time, a couple of issues caused my overall rating down from 5 to 4.
We were a party of 5 and I'd booked 3 rooms, my family of 4 for 2 rooms and 1 room for a good friend of mine staying by herself, for Sep 9 - Sep 11 and Sep 26 - Sep 29. The first time the check-ins were very pleasant and they both got upgraded to a suite, which was very nice.
The second time check-in on Sep 26, because we arrived separately, my friend checked-in first before our arrival. She was told there was no reservation for her, who was successfully checked-in on Sep 9. She called me and asked for the booking invoice. I sent her the copy via wechat which she showed thagt to the lady at the check-in counter. My friend was told that the invoice did not have her name on it, which the staff had clearly missed that on the invoice. After the issue was cleared, the staff then said the name on the reservation did not match the name on the passport, happened to be the middle name was missing and said she couldn't check my friend in. I was surprised that the staff was making a fuss and had to explain over the phone that when I booked for the hotel, I was only asked to provide first name and last name, as well as I didn't have the problem when I checked-in on Sep 9. She was checked-in after almost 30 mins delay. That clearly demonstrated the incompetence of the check-in staff.