Atour Hotel Guangzhou Yuexiu Taojin Metro Station

在这里，我高度赞扬接待员钱宇女士，与其他员工相比，她的表现非常出色。她超级友好、耐心，对我们所有的问题都很有帮助

Small hotel in a not so convenient location but the cleanliness was great and the laundry was also easy as there is a indication of available machine on the TV screen. You can also leave it in the laundry room, the service staff will wash, dry, fold and hang outside you door. The only issue we encounter was the description on Agoda website is different from the hotel. We booked with window and hotel mentioned the room we book has no window.. thus we have to top up for room with window!

9/10

Not sure about other Atour branch, but this branch cmi. Sharing my experience here (International tourist do take note if you intend to book this branch) We arrived at the hotel in the afternoon and had an early check-in, everything was smooth. However, that same night when we got back to the hotel, one of the receptionists [staff 1] stopped us from going back to our room. She told us that we have yet to pay for our stay, and hence we would need to make the payment immediately (like literally now) before we are allowed to go back to our room. I was puzzled upon hearing it as I had already paid through Agoda. I explained to her politely that the payment has already been made through the platform. Nevertheless, she kept insisting that her system status didn't show that I had paid, and that the payment I made to Agoda was just a refundable deposit that the platform will refund me after my stay. Another receptionist [staff 2] then came over and again insisted that I have to make the payment now, staff 2 (skinny, short women with glasses) had an extremely bad attitude. I showed them my booking confirmation and receipt as prove of payment, and they say they couldn't understand what was written as its all in English. I explained/translated the words on the receipt, but they gave the "I don't care whats written there, you just have to pay now" look. What kind of service is this? Shouldn't you at least make some effort, such as finding someone who can read English etc. if you don't trust my translation? Seeing that it wasn't going anywhere and that it was already past 9pm, I asked if I could stay at the lobby while I try to contact Agoda Singapore. As I didn't have IDD, I had to contact my brother, who was in Singapore, to contact Agoda SG on my behalf. Agoda SG got back to my brother fast (kuddos to Agoda SG), confirming that I had paid for my stay and that I shouldn't be paying the hotel anything more. Agoda SG told us that they gave the hotel a call but nobody picked up, hence they had follow up with an email. I went to inform the receptionists that Agoda had emailed them and told them to check. However, staff 2 told me that they don't have access to the mailbox now as it was past 10pm, and that they could only access it the next day. (mind blown) Since she could only read the email the next morning, I told her to let us return to our room and we will settle it the next day. It was only then, she agreed to let us return to our room. The next day we went down to the reception desk and another batch of receptionists were there (probably changed shift in the wee hours). Half way through when we were reiterating the issue to one of the receptionists, another staff (probably a senior/manager) took over and informed us that it was a misunderstanding and her staff wasn't aware. Apparently, the payment status in their system takes some time to update for bookings made via platforms, and that they would receive the amount only when we check out. She then apologise for the episode. No compensation was given. Just an apology. Excuse me?! This entire episode was physically and mentally draining. I had a long day that day (landed GZ at 9am, went city walk after checked in), and you stopped me from heading back to my room at night. I had to then call my brother to contact Agoda on my behalf. And when I was allowed back to my room, I had to worry if I had a room to stay for the following days to come. Seriously?! All this was due to your incompetence and untrained staff. Wow, such an "enriching" experience for first timer visiting GZ. Now that I reflect on the entire episode, it seems that it was us (visitors) trying our best to resolve the issue (contacting platform etc). I see ZERO effort from your hotel in resolving this issue. All you guys did was to just insist on payment and thereafter give a simple apology after realising that it was your issue. Atour Yuexiu Taojin, if you're reading this, I would suggest you properly train your st