the Imperial Mansion, Beijing - Marriott Executive Apartments

To the Management of Imperial Mansion, Beijing, I would like to express my complaint regarding my experience during my stay at your hotel. I stayed for 5 nights with a reservation for 3 rooms. Upon check-in, the front desk staff informed me that I was entitled to complimentary breakfast for 1 person per room per day, totaling 3 persons per day who could enjoy the free breakfast. However, when I had breakfast with one family member, the restaurant staff informed me that to receive the free breakfast, I only needed to fill out a form for 1 person per room, and that the breakfast was indeed free. I followed their instructions. Unfortunately, at check-out, I received an additional bill because the breakfast for 1 person per room per day was not valid, and I was charged for an extra person. In fact, according to the initial information from the front desk, I still had the right to free breakfast for 2 persons per day. The front desk staff acknowledged that there was a communication error between the restaurant and the front desk, but still asked me to pay the additional fee, despite this issue originating from internal hotel communication. I have already paid the charge, as I was able to and wished to resolve the matter. However, I feel very disappointed and believe that your hotel is unfairly seeking additional charges, which is embarrassing and not reflective of the Marriott service standards that should be upheld. I hope to receive confirmation and a resolution regarding this complaint. I trust that your hotel will address this matter seriously and provide a satisfactory response. Thank you for your attention and cooperation. Sincerely, ********************

Unfortunately, I had a rather disappointing experience with this hotel. Firstly, when I checked in, the girl was running and re-running my credit card to the point that my bank blocked the card. The bank contacted me to ask what was going on. I finally sorted this out and got to my room. There were used towels on the floor, and the room seemed not to have been cleaned properly. The food was good - better than other hotels I have visited in China. I f nd the staff rather rude and not interested in helping you. On the second day of my stay, I found an insect bite on my arm. I had been walking around and assumed I had been bitten outside. On my second overnight stay, two more bites appeared - all seemed the morning after I had been sleeping in bed. By the time it was time to check out, I had six insect bites, and they looked awful. I covered them up, checked out, and booked a taxi to the airport. I got back to my home safe and sound. My friend and colleague saw the bites on my arm and immediately informed me that they were bed bugs and that I had caught them from the hotel. I washed all my clothes, and my friend and I had some bug spray and sprayed all the contents that had been at the hotel. On reflection, I saw it my duty to inform the hotel of the infestation. I emailed them. Initially, they were polite and apologetic and offered me a free hotel room and breakfast. I was instructed to send images of my bites, which I did. I then received another email that apologised again; however, they only offered me a free breakfast, which I am extremely insulted by. All in all, this is the worst hotel experience I have ever had. I would not advise going to this hotel. I can understand that hotels will get situations, but they did not seem to care about cleaning rooms or the welfare of their guests.

The room is big and comfortable. Toilettes were all provided and big bonus that they have a washing machine cum dryer in the kitchen. Staff was also very helpful and helped us make reservations and recommendations when we asked. Nice gym and swimming pool as well. Prime location at Wangfujing Street and the train station, with a convenience store right downstairs.