Sanpu 4 Stars Hotels

"The manager Vivien was amazing and so supportive with English, booking tickets, getting taxis, sharing directions and helping with shopping and dining. Simply can’t thank her and the staff enough. Most amazing experience for a non Chinese speaking traveller in a very non English speaking location that is close to ski fields and the Great Wall of China. Simply amazing "

"I prepaid a three day’s room which includes half board (dinner included). When I checked in, the front desk even did not mention the arrangement of three days’ dinner. Until I presented the reservation details, the front desk asked me to go to room first and wait for the call. Then I received two calls from hotel to ask me cancel the online orders and pay cash to front desk. I said NO, it is nonrefundable. The kitchen called me soon for food service for 2 adults and 1 kid? I corrected that there is only one adult. I can only choose three dishes, I can not order from the menu, so I denied. I ended up with eat nothing from hotel, I had to order a take out. The second day, I tried to solve this issue. Three days half board dinner I paid is equal to 1.7 room price. So I asked hotel to give me just 2 more days stay, I feel it is fair to both sides because it comes back and forth 8 times. The hotel denied my proposal. I asked for refund, the hotel denied again. Finally I called China National Platform of Consumer Dispute Hotline 12315. 12315 informed Yanqing District’s Cultural Tourism Bureau of Beijing to process this issue, it works. The manager called me soon to offer 2 more days free stay, BUT I must agree this issue is over, I agreed. In addition, the breakfast were same everyday, only 3 vegetable dish, 3 meat dishes, noodles are overcooked etc. The services of hotel’s reservation department, front desk, dinner, breakfast and manager’s response are not professional."