Su Ning Universal

I booked this hotel for a trip to Nanjing with my parents, because the location was good and it belonged to a major hotel group. The room itself was clean, the smart home equipment was complete, and the soundproofing was acceptable. There were several problems with the service and room setup. At check-in time, I was told we had to wait 40 minutes because our rooms weren't cleaned yet. Since I'd booked two rooms, I could have checked into the clean one first. I asked housekeeping which room was ready, but they said both were. We did check in on time in the end, but communication between staff and departments was poor. We had connecting rooms with two TVs, but one room was missing its remote. When I called, the staff member came without a remote, searched the room, and tried one that only switched the TV on and off. Only after that failed did they call for the right remote to be brought up. That first step felt unnecessary. Later that night, I found the towels we'd been given weren't clean, and the slippers were extremely dirty. There was also a bathtub, but it was so small that you could only get into it by kneeling. I'd rather have had no tub and more space in the bathroom.

The rooms were large and clean, and it's a nice hotel. We couldn't use the pool, though. Its actual hours were noon to 8:00 p.m., not the advertised 9:00 a.m. to 9:00 p.m., which meant it was closed while most people were still out.

The first-floor concierge was so thoughtful. They knew I wanted to try robot food delivery, so they arranged for a robot to bring water and snacks. It made my whole day.

Really good.