Hotel Review: Pan Pacific Suzhou

We booked a one night stay with a local experience package at the Pan Pacific Suzhou, a palace-like property. I made the reservation on the GHA app as Pan Pacific is part of the Global Hotel Alliance (GHA), and the booking included an optional local experience package with a buffet-style dinner and canal cruise.

Upon arrival, a bellboy assisted with our luggage but left it in the middle of the lobby, making it vulnerable to theft. The check-in process was equally disappointing. The staff member handling our check-in spoke little to no English, which is surprising for an international 5-star hotel. The check-in was rushed, with no welcome or explanations for hotel amenities or the experience package we had purchased. We were simply handed the room keys and informed that our room did not include breakfast, which we would have to pay 58 RMB per person for. After inquiring about GHA status benefits, we received complimentary breakfast for two as a status benefit. However, there was no mention of the pre-booked buffet dinner and canal cruise.

Room :

Upon entering our room, we immediately noticed a strong smell of cigarettes coming from the neighbouring room. We requested a room change, and while the staff relocated us to what they called “a better room,” the cigarette odour persisted. The staff insisted the smell was from a public area, which was clearly untrue. We returned the key as the issue remained unresolved.

We decided to enjoy the buffet dinner included in our package, only to be told that our booking did not include dinner and we were asked to pay 450 RMB for two people. Despite showing the staff the booking details from the GHA app, we faced resistance and confusion. After much back and forth, the restaurant staff allowed us to dine but instructed us to confirm the package with the front desk. Post-dinner, the front desk demanded payment, stating that we had not paid for the dinner, which was part of our pre-booked package. It took several attempts for the staff to find an email confirming our package, and they eventually admitted they had overlooked it.

Regarding the canal cruise, the staff initially told us to go to the cruise ticket office. When we arrived, the ticket office staff informed us that we needed either a hotel-issued ticket or to purchase one directly. Despite multiple requests for clarification and assistance from the hotel, the information remained inconsistent and unhelpful. Eventually, the hotel offered to handle the cruise tickets for free, but by then, our mood was ruined, and we decided against it.

The room condition was below average, with the bathtub containing hair from a previous guest and dirty underwear left in the laundry bag, indicating poor cleaning practices. The next morning, I woke up to a strong smell of cigarettes from the neighbouring room, forcing us to keep the balcony door open to ventilate the room.

Conclusion :

Overall, our stay at Pan Pacific Suzhou was a highly stressful experience. The lack of professionalism, poor communication, and inadequate room conditions made our stay unpleasant. We ended up wasting time in Suzhou for the hotel’s mismanagement and unfulfilled promises.