Ocean Spring Resort Chengdu, MGallery by Sofitel

The hotel is beautifully designed and has a pleasant feel, but the stay had a few letdowns. Most of the hot spring area was closed and there weren’t any activities available, with no advance notice about it. At check-in the reception staff seemed impatient and didn’t explain the facilities. Breakfast was also below average for what I expected from a hotel at this level.

Breakfast was delicious and had a local feel, and the room was arranged nicely for us. The cleaning aunt was attentive and even folded a Towel for us. Before we arrived, the classmate from the hotel reservation department called to greet us and ask what we needed. Shirley, the butler who stayed in touch, was professional and patient, and looked after us well before and during the stay. Tavlor, the front office manager, warmly welcomed us at check-in and check-out and helped sort out several small problems. I really appreciate them. I liked the hotel a lot, and we’ll come again!

It’s been more than half a month and the extra charge from my first week still hasn’t been refunded. I’ve asked many times, and each time I’m told there’s a banking system issue. There seem to be no problems when charging a card, but refunds are always a problem. I stayed at the hotel last week and the week before. During the earlier week, someone at the hotel turned my pre-authorization into a payment. I was later told it could be refunded. Since I was staying another week, I even offered to have the amount deducted from that week’s expenses, but the hotel insisted on issuing a refund and asked me to pay normally for the second week. This was the hotel’s mistake, yet I’m the one who has to keep following up. How can such a simple issue still be unresolved after more than half a month?

The villas have private hot spring baths, and the facilities are good.