Sheraton

Dear General Manager, I hope this email finds you well. I am writing to express my sincere appreciation for your Front Office team at Sheraton Xiamen. My story began the moment I checked into your hotel. During this business trip, I was carrying several frozen food products that I intended to bring back to Singapore. Unfortunately, I was unaware of Sheraton Xiamen’s policy that guests are not permitted to store personal food items in the hotel’s freezers. Despite this, your Front Office team handled the situation with exceptional professionalism, patience, and understanding. Instead of simply rejecting my request, they took the time to explain the policy clearly and went the extra mile to assist me in finding a suitable solution. Their positive attitude and genuine willingness to help left a lasting impression on me. It is evident that you have built and led an outstanding Front Office team. Every team member I encountered was warm, courteous, attentive, and highly professional. Their dedication to delivering exceptional guest service made my stay both comfortable and memorable. As someone who has worked in hospitality and customer service, I truly appreciate the effort required to cultivate such a service-oriented culture. Please extend my heartfelt appreciation to the entire Front Office team for their excellent service. They are a tremendous asset to Sheraton Xiamen and truly exemplify the spirit of hospitality that distinguishes your hotel. Thank you once again for the exceptional experience. I look forward to staying at Sheraton Xiamen again in the near future. Yours sincerely, Chua Jason Room: 3003

The fitness facilities are horrid, no cleaning wipes, no water, machines under repair left open with tools and towels left there for days while we never saw anyone fix anything. old equipment, design from 1970s, pool was closed and under repair, again looked like a 1970s fitness area. The changerooms again were tired and worn and the people were in there showering looled like they were workers not guests. they had what unprofessional people hired to power wash the outdoor rusty equipment (honestly that equient ahould go to the dump) and they clearly didn't know what they were doing or howw to operated the power washer. A kid was using while 5 others stood around and watched in street clothes (no uniforms). The lounge was pathetic, nothing really to eat or drink was minimal especially for asia standards. Front staff were nice. We left early as it was a weird vibe and poor facilities

First time to stay here. Check in was quick and smooth. The front of house staff were all helpful. They smiled and established eye contact. The room appears a bit dated, from an amenity and setup point it ticks all the boxes. It's functional. The staff at the Hotel Lobby Bar was friendly and helpful. The lady who served the food was extremely kind and went out of her way with simple, small steps to go above and beyond. This is what great service is all about. Even though this was a very short stay, I will definitely return again next time.