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Post Hotel

No.31 Middle of Ruijin Road, Guiyang China
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This letter was sent to the GM of the Roosevelt Hotel in New Orleans, Mr Tod Chambers...I did not get any reply. The Roosevelt website promisses the stay "short of grand"... These below are what my stay was short of: * Courtesy and fine manners! Our first encounter was with the door man (in top hat helping with the luggage), when my daughter was spoken to in a condescending manner… after she had asked if our unloading would be overseen by this man. Since there were a lot of people, and the attention was constantly challenged, it was a valid concern. The door man answered that “he would guard our possessions with his life”, and then remarked that “my daughter must have not stayed in fine hotels”. How ironic that those remarks came from a man who was opening doors for a living, and my daughter, a seasoned world traveler, was staying in the hotel. Second irony was that when I went back to tell the doorman where to send my luggage (after checking in), he had no idea where it was, and had to scurry all over the foyer to look for it. First impression…. *Organization and timing! The welcoming bags for all out of town guests, including me, the mother of the bride, were to be taken to the rooms as soon as the guests checked in. We did not get it all day, and, finally, after having inquired about it by my daughter several times and still no service, she finally got it having to stand downstairs and wait for it to be brought out. Second impression… *High professionalism and emergency response! On the day of the wedding, the room for the “veiling of the bride” was not ready and all the guests, including the wedding party with the bride were standing outside of the door watching the workmen set the room. I have been to hundreds of weddings, and have never seen anything done this late. And later on, what a shock, to be walking over the defective carpet that gathered up and made our walk to the wedding canopy an obstacle course. How is it possible that the hotel staff did not take care of it immediately as it saw it in the morning of the wedding? Third and fourth impressions… *Attention to detail! For the dinner, I provided the number of people sitting at each table of my guests, and I was once again stunned by the absence of attention to detail. One of the tables should have had only 9 chairs, but the staff placed 10. One chair stayed empty the entire time, and no one inquired if it were to be occupied. When I saw it, I asked it to be removed, and it still was not. Fifth impression… *Integrity in personnel! When I came back home and started unpacking, I realized that I left my suede black boots with white stitching (Donald Pliner, $380) behind. I remember setting them in a white plastic bag by the side of the bed, and the covers must have fallen on the bag, so I missed it. I called security right after I found that they were missing. The security officer told me that no one turned them to “lost and found”. Once again, so surprised and stunned. I travelled all over the world staying in fine hotels and never had I to worry that my personal belongings would be missing, and when the items were left behind they were returned promptly to me. Sixth impression… *Proper training and integrity!! And finally, the most egregious thing was what I found on my AX statement at the end of last week….unbeknownst to me, and without my authorization, a charge was made by your staff on the word of a third party. I could not believe my eyes what I saw. I hope that you agree, Mr. Chambers, there is a faulty process here. Final impression…. Other than that it was a fairy tale wedding! The mother of the bride...Texas Dec 2009
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