Though ChongQing is not a city with good customer service, I'm still very upset about the experience with this so called 5-star hotel - Kempinski.
Reservation: I booked 2 rooms with non-smoking on Expedia, when I got the front desk, they told me it's already arranged with 2 SMOKING rooms, and they didn't receive the NON-SMOKING request. And they refused to change due to national holiday, said it's full with no room left, asked us to get into the room to see if we can stand the smell. It's horrible smell in the room obviously, with false EYELASHES on the SOFA, we claimed to the manager, they managed to change 2 rooms within 10 min.
The service recovery for this incident was a plate of fruit, nicely done?
Bathing water: Late night we just found the water was not warm enough, it was midnight and we called them to fix it the next day. Second day the water was still not warm, they called someone to check and the man just touch the water by hand, said 'it's warm enough' and left! After calling the manager, someone brought a thermometer to see the water was only 35℃! The standard is 46~51℃ for the water in hotels, and the weather outside was 15℃. They fixed it the 3rd day!
Service recovery was a pack of mooncake, in the 2nd day of Mid-Autumn festival, nicely done again huh?
Other issues, like the waiter in the lobby is not willing to call a cab for customers, no one was smiling during the service even we said 'Thank you' some times initiatively. I wont choose Kempinski again.