Novotel Suzhou Tai Lake Santeh Hotel

On the night of 8/6, after a full day out, I came back to my room and found my pink contact lens case missing. I called customer service at 7:30 pm. They took an hour to call me back and said the cleaner had never touched my things. I called again around 9 pm, furious. At 9:40, a junior manager came by and said that sometimes their cleaners dispose of guests' contact lens cases. I was shocked. They didn't apologize and acted arrogantly. When I checked out at noon the next day, they said they would keep my 500 yuan deposit because menstrual blood had stained the sheet and, they claimed, the sheet was worth 500 yuan. I called the police, but the discussion with manager Alex Qi went badly. He denied that his staff had taken my contact lens case and insisted on keeping the deposit to cover cleaning the sheet. I need my deposit back. The rest of the stay was awful too. There were no proper shower facilities in the spring areas, and the changing rooms had a stuffy, toxic smell. At the canteen I waited 35 minutes for two bowls of noodles, and the servers never refilled our water bottles. Suzhou Tai Lake Novotel ruined my vacation and was the worst hotel I've ever stayed at.

The breakfast was superb, and the staff were nice.

I was here on a business trip and got the security and service I’d expect from the Novotel Group. Breakfast was delicious too. I’d definitely stay again on my next visit.

The breakfast was generous, and the service was friendly and attentive.