"As a hotel manager and industry insider, I'd like to offer an objective, concise review of Mehao Lizhi Hotel. From its name, it appears to be part of the Mehao Hotel Group. Its location is extremely convenient, right outside the high-speed train station. The value for money is exceptional; to stay in a hotel with these facilities at this price point is truly excellent. Both the hardware facilities and service attitude are commendable. The room amenities are excellent, and the linen is very clean! The air conditioning works perfectly, and hot water comes out quickly! It's an ideal choice for business trips and leisure travel.
I'd also like to offer a few suggestions. The 5-minute follow-up call after check-in felt a bit perfunctory and too direct. Customers are not gods; they are friends. I suggest staff are trained on better conversational skills/scripts, focusing on how to chat with a friend. Not all guests appreciate the intrusion of such a call, but no one would mind a brief chat with a friend. If handled appropriately, these mid-stay and post-stay follow-up calls can significantly boost positive review conversion rates; otherwise, they risk negative feedback.
The complimentary bottled water in the room is too small, especially with the hot weather. Although there are four bottles, and there's a self-service water dispenser in the public area (which, incidentally, was empty). If such a service is provided, it needs to be regularly checked and refilled; otherwise, it detracts from the guest experience. During hot weather, many hotels typically provide four 500ml bottles as standard. The lack of disposable toilet seat covers in the bathroom might also be inconvenient for some guests.
From my observations, this appears to be a relatively new hotel, and many details from the front office to guest rooms, public areas, and restaurants still need gradual refinement. I won't elaborate further, but I hope you continue to improve and achieve better profitability. To enhance OTA visibility and booking conversion rates, service must be impeccable. This applies not only to OTA guests but also to walk-in guests, corporate clients, and so on – all should be treated equally, avoiding differential treatment. Service translates directly into revenue and profitability. Even the best product is futile without warmth; staff need to truly understand the essence of 'home away from home'. Although you are part of a large hotel management group, I am simply offering objective suggestions. Finally, due to potential machinery noise on the top floor, I recommend not assigning these rooms to guests with sleep difficulties, as it could lead to complaints. Your understanding is appreciated!
Strive to be a hotel with warmth, and hoteliers with passion!"