THE WESTIN BEIJING CHAOYANG

I have just arrived back a great stay at the Westin Chaoyang, I had such a warm welcome and was made to feel like a real VIP, I had a fabulous room with every amenity needed for an enjoyable. All the staff the hotel were very friendly and the room service breakfast was delicious. I am looking forward to my return stay in Spring 2018

I stayed here for the first time and I just feel very comfortable and safe. The front door staff was helping me a lot. the room was very clean and the bed is very nice. The breakfast is very nice and fresh. you can also get the bag of breakfast if you don't have time to eat the restaurant.

Warm welcome.exceptionally clean. Lovely rooms - spacious, clean, well equipped. Bathrooms clean with separate shower and a bath that is perfectly formed for a long soak. Lots of useful toiletries. Tea and coffee making facilities and a mini bar. Great selection for breakfast. The only down side is the snail pace at check in. After a long flight, you expect some efficiency and not to be left hanging around for an unacceptable length of time.

I stayed at the Westin (Chaoyang) three separate times last week between visits to the provinces of Hebei and Inner Mongolia. People tell me they love this place - and I can see why. Everyone speaks both English and Chinese, service is extremely quick and efficient, and the hotel is pretty generous with extras (in room - 4 bottles of drinking water instead of the usual 2, extra shampoos, extra soaps etc and if your room isn't ready you might be given a complimentary coffee and snack in the bar). Breakfast is very good and a comprehensive combination of traditional Western and Chinese. Other strengths - Note the hotel is near the Beijing airport - its only 30-40 minutes away. This is a major advantage if you know anything about Beijing traffic! The hotel is also near restaurants - try some of the places to eat nearby. But the Club Lounge option is worth it if you don't want to go out for (another) banquet at night! It provides a light meal with drinks, a worthwhile option especially if you are staying longer than one night. I'd love to think of some suggestions for improvement but I cannot. Note though - Club lounge access is more expensive mid-week than on weekends. As you would expect - rooms higher in the building are slightly quieter - although rooms are well insulated.

Ive rated this hotel as Good - not Very Good. The distinguishing features that made me think about this rating are that all the various aspects are a minimum of good - some features being very good - however, in fairness it needs to be seen as good. Example: the Food quality, freshness was good. Irrespective of where we ate - incl room service - in the hotel, the food was good. It's food you would see as fitting the greater percentage of the busy guests wanting some variety, but more on the fast, efficient overall process itself. Similarly the engagement with the front of house staff is good, doormen, concierge etc. it's all good. But there's something missing in terms of the customer engagement. It's a little cold & too heavy on the execution of the process. Interestingly, it's as if there's an inherent focus on the actual process execution...but judgement over process needs to prevail. The customers want the very good to excellent service...to be made to feel that they are more than part of the process. That's how I felt as a customer. I felt that I was a metric in the staffs KPIs - or just part of their process. The fast efficient service whilst very good... meant that the speed was good...but it was delivered with feigned interest or a degree of sterility. It makes such a wonderful difference to feel like you are an important and valued customer...simple things like warm greetings, hellos, good mornings, can I help you with that... just super simple acts that mean a lot to the customer engagement and the lasting impression it all leaves. The frustrating thing is that you just know that so much more could be done to push it to consistently excellent levels - no doubt. Make no mistake, this is a great hotel, and you will have a good time staying here. I would be happy to recommend it to others also.