"The hotel itself is brand new, beautiful, clean, and comfortable. Unfortunately, our overall experience was very frustrating due to inaccurate information on Expedia and the lack of assistance from the hotel staff.
We booked two rooms for three nights. The hotel is VERY far from the main attractions, which was not clear when we booked. More importantly, the hotel name/location shown on Expedia did not match the information on AMap. Our driver spent more than two hours trying to locate the hotel after picking us up from the airport. After a long international flight, this was extremely stressful.
We explained the problem to the front desk and decided to stay only one night and move to a more convenient hotel. Unfortunately, the staff simply told us to contact Expedia rather than helping us resolve the situation.
We had to make several international calls to Expedia, costing about $0.50 per minute. I now see a pending refund for the two unused nights, which I appreciate, but it took considerable time, expense, and frustration to resolve.
I strongly recommend that Expedia and Marriott/Sheraton correct the hotel’s name, address, and map information across booking and navigation platforms. I also hope Sheraton reviews how staff assist international guests when problems arise.
The hotel itself is excellent, but the inaccurate information, difficult location, and lack of assistance greatly affected our experience."
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