Four Seasons

This was my first negative review on a luxury hotel in China, and unfortunately it turned into the most disappointing hotel experiences I’ve ever had. I stayed at the Four Seasons Hotel Guangzhou with our two young children (age 6 and 8) on July 8 ~ 9. Our check-in was smooth. My son was excited about the hotel, and the front desk staff were warm and welcoming. One of the ladies at the front desk was especially kind and took the time to chat with both of my children, which made us feel very welcome. We arrived in the afternoon, dropped off our luggage, and left the room around 4:00 p.m. We returned around 8:00 p.m. My kids were still happy. However, everything changed when we returned to our room. My son wanted to use the bathroom, and to our shock, someone had used our toilet and had not even flushed it (poop inside). The bathroom smelled terrible. We are absolutely certain that none of us had used the bathroom before leaving the room at 4:00 p.m. I immediately reported the issue. A housekeeping supervisor came to inspect the room and reviewed the security cameras. He told us that three different staff members had entered our room while we were away. One said they delivered a mouse pad, another said they emptied the trash, and another claimed to have made the bed. The problem is that our bed had clearly not been made. My daughter had hidden the TV remote under the pillow before we left, and when we returned it was still exactly where she had left it. The bed remained messy, which made the explanation difficult to believe. Instead of addressing our concerns satisfactorily, the hotel moved us from our spacious premium room with a spectacular view of the Guangzhou Tower to a much smaller room—about half the size—with a very limited view. Rather than feeling compensated, we felt like we were being downgraded and mistreated. The incident also left my children feeling frightened. They no longer wanted to sleep in the hotel because they kept worrying that someone might enter our room again while we were asleep. As parents, it was heartbreaking to see them feel so unsafe in what should have been a relaxing family vacation. I understand that hotel staff may occasionally need to enter a guest room for legitimate reasons. However, there is simply no excuse for a staff member to use a guest’s private bathroom and leave it unflushed. That is unacceptable, especially at a five-star luxury hotel. This experience fell far below the standards I expected from Four Seasons. I sincerely hope the management team investigates what happened, improves staff professionalism, and implements procedures to ensure no future guest has to experience something like this again.

My son and I stayed here during the April Canton Fair. We love the Four Seasons brand as the staff are so well versed in customer service and the team at Four Seasons GZ did not disappoint. The hotel was at capacity due to the fair but the staff were exceptional. The team in housekeeping, the restaurant for breakfast, front desk and particularly the door staff were brilliant. Navigating the city we needed help and the door staff were very helpful. I have not given the hotel 5 stars as we preferred breakfast outside of the hotel, the food was a 4/5, the bar is unsophisticated (not up to HK, BKK or Tokyo four seasons bars) and stunk of cigarettes and cigars with a number of "ladies" selling their trades. The rooms are a tad on the tired side too. Would we stay here again, yes, would it be my first choice no.

This was my very first time staying at Four Seasons Guangzhou, booked through Amex FHR. The early check-in at 12:30 was smooth and pleasant at the beginning, which gave me high expectations. However, the whole experience turned extremely disappointing right after I entered the room. When I walked to the bathroom to take a shower, I stepped into a large puddle of liquid all over the bathroom floor. I could only hope it was just water, not other unclean substances. I called the front desk for assistance, but waited more than 40 minutes with no one coming. I had to make a second call, then waited another 20 minutes before a staff member finally came up to check. They confirmed it was not a water leak, but the bathroom floor had simply not been properly cleaned by housekeeping from the previous guest. Given the wet and unclean floor, I requested fresh, clean towels, as I even doubted whether the original towels had been replaced. I waited another 30 minutes for new towels, which still never arrived. I ended up unable to take a shower and had to leave the hotel to go out. Before leaving, I went to the lobby and asked to speak with the Housekeeping Manager to resolve the cleaning issue, but the manager was unavailable. I told the lobby staff about my request for towel replacement and room cleaning. When I returned hours later, the towels were seemingly changed, yet I no longer dared to use them due to the terrible hygiene experience. I have never encountered such poor housekeeping and slow service at a star hotel before. It took well over hours just to get basic cleaning and fresh towels, with no timely response or proper follow-up. The front desk check-in staff were professional and friendly, and the early check-in process went smoothly. However, the housekeeping service was extremely disappointing. I called to request cleaning up leftover liquid on the bathroom floor left by the previous guest, but it took well over an hour for staff to respond and attend to the issue. The overall hygiene standard is concerning and unacceptable, leaving a very unpleasant and disgusted impression.