Pullman Suzhou Zhonghui

Leon Xuan, the GM, took great care of us, and the team was friendly. Several people at reception, the lounge, and the restaurant were especially accommodating with what we needed, including our young children. The hotel itself is very good. Getting to the subway wasn't very convenient for us, unfortunately, since it rained throughout our stay. We'll be back and will recommend it to our friends, family, and colleagues in China.

The staff made the visit especially nice by giving me a complimentary suite upgrade. It was spacious, nicely designed, and had every amenity I could want. The hotel's location is also hard to beat, right in the heart of Suzhou, within easy walking distance of the museum and other popular sights, and conveniently close to the Suzhou Industrial Park high-speed railway station. I had a wonderful stay at Pullman and would highly recommend it to anyone visiting Suzhou.

I appreciate the hospitality during Chinese New Year and understand it is a busy time, but this stay was very disappointing. From arrival on, service fell short. No one from the concierge team helped with my luggage. The desk marked 'Priority Welcome' said it was only for check-out, so I waited 20 minutes at reception to check in. I had booked through the official Accor channel, but staff said they couldn't find the reservation. I was told my room wasn't ready and to come back for the key, while other guests received rooms before me. The receptionist said members wouldn't get priority and treated me like a regular guest. My first requests for an upgrade and late checkout were both denied, which made me question the value of membership. I believe my Accor profile listed a non-smoking preference, but no one checked it. I was assigned a room described as non-smoking that had an ashtray and a strong tobacco smell. It aggravated my allergies and made me very uncomfortable. I also wasn't told about the facilities, member services, or welcome amenities, and had to ask another staff member for information. Afternoon tea in the executive lounge was a letdown: dry sandwiches, unripe fruit, few drink choices, and an empty cookie container. I do want to thank Salinna for explaining the member benefits and Rose for quickly helping move me to a suite without a smoke smell, which eased some of my allergy symptoms. That suite still wasn't clean enough, with eyelid tape on the glass and tape on the carpet. These issues are unacceptable at any time of year. I've stayed at other Accor hotels during this period without problems like these, and I believe changes are needed for future guests. After this, I'm reconsidering my loyalty to Accor, since my membership went unrecognized.

I was here for three business nights, and like the other Pullman hotels I've personally stayed at, this one didn't disappoint. It's grand and beautiful, with no expense spared. The rooms are large, with high ceilings and a really comfortable bed. Everything was clean and fitted with high-quality fixtures, which may be helped by the hotel being brand new. I also liked the new TV system. My channels weren't working, but there were loads of good movies available on demand for free, which you don't see that often. The staff were professional, great, and very helpful. I'll definitely stay here again.