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We would like to commend Kristen Wu for her excellent service recovery and professionalism during our stay.
Initially, we reported to Guest Services that our room felt unusually warm. A housekeeper came to check while delivering some amenities we had requested, but she was unable to resolve the issue and escalated it, informing us that the engineering team would inspect the room. After waiting about half an hour with no one arriving, we went down for breakfast instead.
After breakfast, we approached the front desk again and explained the situation. Kristen Wu attended to us and immediately took ownership of the issue, assuring us she would rush the engineering team to check on it.
Shortly after we returned to the room, an engineering representative arrived. He explained that the room tends to be warmer because it faces the Baiyun High-Speed Rail Station and receives strong sunlight in the morning and afternoon. He tried opening the window, but it did not help much. We then asked about the air-conditioning system, as it was winter in Guangzhou. He explained that the system can only operate either in heating or cooling mode at one time, and at that period the hotel had switched on heating due to other guests complaining about cold rooms on the construction-facing side.
We requested for a room change due to the heat, and he escalated this to Guest Services.
Kristen personally came up to our room to assist. She took the time to experience the room temperature herself and agreed that it was indeed warm because of the strong sunlight exposure. She then showed us another room of the same category on the opposite side of the hotel, which was noticeably cooler but faced the construction site.
We also shared another concern — at night, the bathroom lights were too glaring because the wall separating the bathroom and sleeping area was translucent, allowing the cove lighting to disturb our sleep. We asked if there were rooms with a more opaque partition.
Kristen then brought us to a Deluxe Room that was larger, cooler, and had a partially opaque separation wall, which suited our needs much better. We asked if we would need to top up for the upgrade, and whether a complimentary upgrade was possible. To our pleasant surprise, she kindly arranged a free upgrade for us.
Throughout the entire process, Kristen remained polite, patient, and genuinely accommodating. Her handling of the situation turned what could have been a very frustrating experience into a positive one. I even had the thought of cancelling our stay and changing hotels earlier, but her service recovery truly made the difference.
Thank you, Kristen Wu, for your outstanding service. It is staff like you who leave a lasting impression on guests.
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广州白云站逸衡酒店
