Novotel Nanjing Central Suning Hotel

When I first enter the building and went to the reception, the staff gave me welcome drink. It was the best welcome drink I have ever had! Great receptionist service. Cleaning room service is superb. In the restaurant, I wish they have mineral water. Coffee and juices are great, but I need mineral water or infused water to cleanse my pallete.

Great

Booking number - FJFSDLFQ Dear Mr Daniel Chao (General Manager), My name is Melvin Li Kun Hua and I stayed in your Sunning Central hotel on 8 May 2017, Monday. The purpose of my feedback is to highlight how extremely pleased I am with your hotel's services, particularly with Ms Aline Zhang Lin Lin (Sales) and Mr Hu Yu Jun (Security). They both deserve to be recognized with their responsive, dedicated and selfless efforts. What briefly happened that night: I was tired after several days of business trip in China and I wanted to look for a massage shop nearby the hotel. However, I couldn't spot any and your staff at the lobby also advised that there isn't one nearby. After walking out of the hotel, I was approached by a taxi driver that had his taxi stopped on the road. This is just right in front of the hotel. He asked me where am I headed to. I ignored him initially as I had no interest in taking a taxi, until he mentioned several places of interest and where to find massage services. In the end, I agreed to take his taxi as he recommended me a good massage place around 10 min drive away. The unfortunate thing is that after arriving in the shop, they kept asking for me to wait because they needed time to prepare. Meanwhile, they were asking me to order snacks and drinks. Initially, I refused but they said it was very cheap around 30 Yuan for a plate of fruit. So I accepted it and continued to wait. They continued to ask me to order beer, other drinks and food. That's when I found it very annoying and I wanted to leave. I proposed that I would pay for the uneaten food that I have ordered but not for the massage (as I didn't have any) and I want to go back to my hotel. What made me scared is that they didn't allow me to leave the room I was in and insisted that I have to speak to the manager. The manager came and insisted that I have to pay 1200 Yuan for the food and drinks. On top of that I have to pay 2200 Yuan for the booking of the room. This is an obvious case of them trying to extort my money. I pleaded with them to let me go after giving them 1100 Yuan and let me keep 100 Yuan for taxi to go back to my hotel. They refused and insisted that I pay the remaining. With leaving the shop as my main priority, I told them that there is cash in my hotel room. They just have have to go back to to the hotel with me and I will give them the money They agreed and there was a young lady and man that was instructed to go back to the hotel (Novotel Suning Central) to collect the money from me. The young man alighted the taxi with me at the hotel and entered the main lobby door. I immediately went to approach one of your staff at the reception counter. My intention was to inform her to have this young man wait at the lobby while I go upstairs to my room (1503 - if memory serves me well; near the lift) and take the money. I wasn't comfortable with him coming to my room, just in case he comes up with other reasons to extort more money from me. And I didn't want him or the lady to know my room number for my personal security reasons. However, the young man shouted at me in anger when I approached your staff at the reception. He said that I don't intend to pay him the money and he started to retreat nervously and angrily back to the taxi. I actually even went out to call him back and to told him that I want to pay him the money but he has to wait in the lobby for me. I wanted to give him the money because I don't want any future problems with them. Just in case, they wait for me outside the hotel and then extort more money from me again, etc. I approached your reception staff again to ask to meet the manager in charge. That was when Ms Aline Zhang met me. She brought me to the 3rd or 4th floor restaurant where breakfast and meals were served. I explained the whole account of what just happened to her over a cup of warm water. She reaffirmed me that the hotel is within a safe district and the local police is here to assist as well. I actually asked her if she could arrange transport for me to go to the airport the next morning as I'm worried that those thugs might be lingering outside the hotel waiting for me to leave and approach me again. Unfortunately, the hotel do not have a private car at the moment. So she called Mr Hu from Security to accompany me to the airport the next morning in a public taxi. Mr Hu actually had to come in earlier to the hotel at 7 am although his shift started at 8 am. Just to accompany me in the taxi to the airport. He waited for me to get my air tickets before he left to ensure that I have the travel documents required. I could go into smaller details but in the interest of time I would like to say a big thank you to them for ensuring my safety as a foreigner and for doing above and beyond what I believe is within their job scope. They have been very patient and reassuring. I feel that their great service should be recognized and shared with other staff and the hotel management team. I believe the both of them are definitely management material and you should highly regard and retain them as valuable staff in your Novotel group. I do think that this kind of extortion incidents will happen again, because there are always taxis parked outside your hotel main lobby waiting to trick foreigners. I believe as a form of safety procedure, you should advise your hotel guests to only take taxis that drives right in front of your main lobby door where you have cameras to capture their licence plate. That way, taxi drivers will think twice before trying to trick another of your hotel guest. I think you should get a private car for your hotel to fetch your guests around. Public taxis might not be suitable sometimes. From what I understand Ms Aline Zhang was working an extremely long overnight shift that night. I'm not sure what is your company policy on it. She didn't mention anything at all about the long working hours. I was just surprised to see her working since at late as 10 PM the night before where the incident happened until around 8 AM the next morning. Not sure what your company policy is on such shifts but might be a good idea to not over tire your staffs and have more work life balance. There is a bad sewage smell coming from the bathing area in my room (1503?), something to look into as well. Many thanks once again for having these two great hotel staffs - Ms Aline Zhang and Mr Hu. They bring great reputation to Suning Central Novotel and the city of Nanjing. Best regards, Melvin

Warmly welcomed by the Front Desk Clerk Sunny. Wonderful breakfast buffet with a lot of options satisfy both Chinese and Western customers. Cozy room and strong Wi-fi for as many as devices you have. Located in the centre of malls. Most of the staff can speak English. Excellent and amazing stay in this hotel!

Good breakfast.

the hotel was nice because at the central of city, the room was big and clean, For the the bath room I like more..

AC wasnt working properly. Quite hot inside the room. Called the operator and technician and they said there was problem with the system, and will be back to normal in less than an hour. The AC never gets back to normal condition until I checked out. Major setback.

very good

Cozy but the staff is not good at English

The light switches needed repairs and the bathroom needed regrouting and a good clean. Not enough English language television.

during check in, I have to remind the staff i am Le Club Gold member( I booked through accorhotels.com). and have to request upgrade, not automatic offer from Hotel side. no welcome drink offer. Room: everything is good, except the sound proof. i can hear next room's talking & TV noise. atleast not at midnight, so i didnt request a room change. breakfast: restaurant staff are friendly and nice. many choice of food. not bad. checkout is quick and no problem.

Thanks for your Room Update Service. When I check in, I've been told that cause I order the room on AccorHotel website with a high price, I've got the Suite Room. During those days, I feel that every staff in Novetel smile to me. It makes me feels very satisfied. Only one thing I thought that Novotel will do better, if there will be a bathtub in bathroom, that will be greater！ After all, my girlfriend and I were very thanks for your excellent service, thank you!