Pullman Foshan Shunde

I booked an Executive Room with Business Lounge Access at Pullman Foshan Shunde through Hotels.com, but when I arrived, the lounge wasn’t operating. I’d paid extra for a service that wasn’t available. I asked Hotels.com for a partial refund, the difference between the room I booked and a standard room. They refused to take responsibility and said the hotel had to approve any refund, even though my booking was through Hotels.com. Their listing had advertised the service, but they wouldn’t compensate me for it. Their offer was a 50 HKD travel coupon, around 6 USD, as a “gesture of goodwill.” That felt insulting compared with what I’d lost. This was a very disappointing experience, and it left me feeling Hotels.com doesn’t protect its customers or make bookings through its platform trustworthy. I strongly advise people not to book this hotel through Hotels.com unless they’re willing to risk paying for services they won’t receive.

The breakfast buffet was decent, and the staff were friendly. Our business group had 20 people, and it felt like we were the only guests there. Many parts of the hotel were completely dark, and the place felt dim and musty. Like a lot of business travel in China, it seems to be struggling to recover from the pandemic. The room was nicely decorated, but the air conditioning didn’t work very well, so it stayed warm and musty.

I was here for a business trip, and it was fine, though I’ve stayed in nicer hotels. The staff did their best to help despite not knowing English. At reception, they can understand you in English; elsewhere, they use a phone translator.

The room service and housekeeping phone lines had such low volume that I couldn’t hear the person on the other end. The used towel basket was in poor shape, with rust all over it, and pest control seemed poor too. I found one mosquito dead under my watch. I asked housekeeping to replace the shower gel bottle pump, but got no response. I called again and repeated the request, and they still didn’t replace it, saying lamely that they had no bottle pump. Very poor service for a five-star hotel.