GGuest UserLast weekend, due to a business trip, I stayed at the Dalian Hengli Grand Hotel for the first time. To be honest, my previous impression of this hotel was limited to 'good facilities and a great location.' However, what truly made me feel like 'I'll definitely stay here again next time I'm in Dalian' was the service experience provided by Wu Yulu, a front desk staff member.
My flight was delayed that day, and I arrived at the hotel after 10 PM. Tired and sleepy from the journey, all I wanted was to get my room key quickly, wash up, and rest. As I walked into the lobby, the lighting was soft and warm, and Wu Yulu was on duty at the front desk. Seeing me approach with my luggage, she immediately stood up with a smile and greeted me warmly: 'Hello, welcome to Dalian Hengli Grand Hotel. Do you have a reservation?' Her voice was gentle and pleasant, and her smile was particularly natural—not a forced, professional one, but one that genuinely made you feel welcome.
After I gave her my name, she quickly found my reservation and, while operating the computer, confirmed my room type, length of stay, and any special requests. I had booked a standard king room, and she noticed that my membership level qualified me for an upgrade. She then proactively said, 'According to your member benefits, we can upgrade you to a sea-view king room free of charge. It's on a higher floor and quieter. Would that be alright?' This proactive consideration for the guest instantly boosted my impression of the hotel.
During the check-in process, I casually asked if there were any late-night restaurants nearby. She not only told me about the closest ones but also thoughtfully reminded me, 'Most restaurants are preparing to close at this hour, but the hotel's lobby bar offers light late-night snacks. If you don't want to go out, you can just head over there and give them your room number.' Such attention to detail made me feel that she wasn't just doing her job but genuinely helping guests solve problems.
After receiving my room key, she proactively explained the breakfast times and location, the gym's operating hours, and even reminded me that if I had an early flight the next day, I could pre-order a packed breakfast. After all this, she didn't rush me away but smiled and asked, 'Is there anything else I can help you with?' I shook my head, and only then did she hand over the room key and wish me a pleasant stay. Throughout the entire process, her tone was consistently gentle and her actions efficient, without the slightest hint of impatience despite it being late at night.
Later, due to a change in my work schedule, I needed to extend my stay by one night. When I went to the front desk the next day to renew, it happened to be Wu Yulu on duty again. Before I could even finish speaking, she recognized me and proactively said, 'Was your check-in yesterday smooth? If you need to extend your stay, I'll check the room availability for you.' After confirming a room was available, she quickly processed the extension, and I was able to keep the sea-view room. As I left, she softly reminded me, 'The temperature difference between morning and evening is quite large in Dalian these days, so you might want to bring a jacket when you go out.' It was this kind of thoughtful care that truly warmed the heart of a traveler on a solo business trip.
On checkout day, I was in a rush and accidentally left my charger in the room. I only realized it at the airport. With a 'nothing to lose' attitude, I called the hotel. It was Wu Yulu who answered, and after hearing my situation, she immediately said, 'Please don't worry. I'll contact housekeeping right away to check your room, and I'll call you back once we find it.' Five minutes later, she called back to say it had been found and that they could courier it to my designated address. She even proactively added me on WeChat to send me the tracking number. This kind of follow-up service truly exceeded my expectations.
I've stayed in many hotels, and many of them have excellent facilities. But what truly makes a lasting impression are those moments of warm, personal service. Wu Yulu is exactly that kind of employee—she's not ostentatious or deliberate, but every action and every word makes you feel respected and cared for. She is not only a calling card for the Hengli Grand Hotel but also a microcosm of Dalian's hospitality and professionalism.
If you're planning a trip to Dalian, whether for leisure or business, I recommend choosing the Dalian Hengli Grand Hotel, and I hope you get to meet Wu Yulu. I believe her service will also leave you with warm memories of your journey.
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