Savhe Hotel， ShenZhen Binghe Riverside

As a frequent business traveler who has stayed in countless mid-to-high-end hotels, I usually steer clear of leaving negative reviews, understanding that everyone has their challenges. However, for hotels that genuinely impress me, I'm more than happy to write a detailed positive one. But my recent experience at the Atour S hotel in Shenzhen was so disappointing that it made me realize Atour's management has a significant amount of room for improvement. I can confidently say I will not be staying at any Atour brand hotels again in the future. 1. On August 31st, during check-in, there were nearly 10 guests waiting in line, with only one front desk staff member available. This staff member had to repeatedly tap on the glass partition behind the front desk (to call for help) before one or two more people eventually came out to assist. 2. On September 1st, upon returning from a meeting, I discovered numerous housekeeping issues in my room, which prompted a call to the front desk. For example: 1) The trash can on the washbasin hadn't been emptied. 2) The tissue box on the washbasin was empty. 3) The tea set on the tea table hadn't been cleaned. 4) The bottled water wasn't replenished to four bottles (although I had water from my DiDi ride and free drinks in the fridge, this is fundamentally different from the hotel's standard operating procedure for replenishing water). 5) The absorbent bath mat in the bathroom wasn't replaced (I only discovered this on the morning of September 2nd after showering). 6) What truly made the experience awful was the housekeeper's almost threatening tone as she left, saying, 'Please don't complain about me; it will cost me money!' I genuinely empathize with everyone's difficulties and honestly hadn't even considered complaining. However, I expected to feel a sincere apology for her oversight, not a 'threatening' remark that made her sound like my boss. 3. On September 2nd, around 9 AM, I called the front desk. A male staff member answered, and I requested immediate room cleaning and asked for a different housekeeper (as I didn't want to be 'threatened' again). I also pressed the 'Make Up Room' button when I left the room. Upon returning at 10:20 AM, I found that no one had come to clean at all. So, I immediately called the front desk again, recounting my terrible experience for the third time. The front desk explained that they had a morning meeting, which caused the delay (in all my years of staying at hotels, this is the first time I've encountered such an excuse—truly indicative of poor management). They then offered to upgrade my room, which I declined. My goal wasn't a room upgrade, and I didn't have the time or energy to switch rooms. My point was that for such a price, even the most basic hotel services couldn't be delivered. Atour, this is truly worrying! 4. Afterward, I received a call from the front desk manager. She started by stammering, 'Ms. Zhang, then Ms. Wang...' getting my surname wrong. This wasn't an attempt to diffuse the situation; it was practically fanning the flames. She then offered to add me on WeChat, but I had a meeting and simply didn't have the energy to repeat the same issues for the fourth time. 5. Poor design: Upon entering the room, there's no master light switch. Only switches for the entryway and the 'Do Not Disturb/Make Up Room' indicators are available. It's pitch black, and every time I return to the room, I have to use my phone's flashlight to navigate to the very back of the room to turn on the main power switch. 6. The wardrobe hanger height is impractical; neither trousers nor dresses can hang straight. 7. There are too few hangers. 8. The faucet handles lack any proper leverage. Turning them on is always a struggle, and it's confusing whether to turn clockwise or counter-clockwise to open it—it's incredibly frustrating and wasteful of water, not eco-friendly at all. **Pros:** 1. The pleasant fragrance throughout the hotel. 2. The complimentary herbal soup. 3. The helpful concierge service. The level of management at Atour is visibly disappointing. I will not be choosing to stay at any Atour brand hotels again.

This was my second stay, but this time it was a family trip with our children. We arrived at the hotel well past 9 PM, but the check-in process at the front desk was warm and efficient. While checking in, we also had the unique opportunity to sample and select an aromatherapy scent (since we were traveling with kids, we chose a mild, non-irritating option that was then delivered to our room), and enjoyed some tea. After check-in, they thoughtfully informed us that the hotel's complimentary late-night supper service was about to end, and we could still go eat if we were hungry (this was a first for me, as I'd never encountered a hotel offering late-night supper before!). To our delight, our room type was also upgraded after checking in, which we were absolutely thrilled about! The hotel's facilities, cleanliness, ambiance, and service were all, as always, very satisfactory. We were particularly impressed by the hotel's design and the beautiful night views. Definitely a five-star rating!