This short stay in Hangzhou was originally intended to be close to the Olympic Sports Center, so I booked the Hangzhou International Expo Center North Star Hotel at 353 Benjing Avenue, Xiaoshan District. What I really want to write again is service - an old-fashioned and meticulous approach that relies on "half a step ahead" without relying on rhetoric.
Two days before arrival, Sam, the front desk manager (also called Xu Chang, Zhang Jinsheng, snow pear, etc.) took the initiative to confirm the room type preference, whether to see the exhibition/concert, and whether to postpone the retreat. He conveniently sent the route of "Gate 4 into the park → the front desk on the 7th floor" and the walking map to Dalianhua to WeChat. This kind of "identifying people before checking in" action is becoming increasingly rare in chain new hotels, but it is a memory point repeatedly mentioned in Beichen.
The on-site visit to the store also continued this rhythm. When taking a taxi, be sure to locate at "Hangzhou International Expo Center - Gate 4". After entering the park, take the elevator to the 7th floor - this reminder has been mentioned on the front desk phone, and the concierge at the hotel will add another sentence and take the initiative to pick up your luggage and guide you to the underground parking lot (B2 has a hotel exclusive area and charging station). The concierge hall on the first floor is not spacious, but its positioning as a place to relax is very accurate: storage, asking for directions, calling a car, and receiving and dispatching takeout robots, which can respond with just one sound.
The service at the guest room level is more measured. When making a bed at night, in addition to regular tidying up, it is also recommended to add aromatherapy or small desserts according to the season; I changed my itinerary by staying in the same room, and the front desk directly extended my stay without moving my luggage, which is extremely friendly to business guests. A guest mentioned their need for vegetarian food, and the head chef of Chinese cuisine on the second floor communicated on-site to customize the menu; If you want to book a conference room, the lobby manager can coordinate the schedule within a few minutes - this kind of "fast demand landing" conference response is a muscle that only the supporting hotels of the venue can grind.
There are also two small designs worth mentioning: one is that the front desk on the 7th floor is on the same floor as the sky garden, lobby bar, and business center, with extremely short flow lines for inquiries, renewals, invoicing, and reception; Secondly, the hotel has integrated the "Easy Travel" luggage drop off service in Hangzhou, and the concierge can assist in booking a drop off to Hangzhou East Station/City Station, which is very practical for people who do not want to drag their luggage when leaving Hangzhou.
Of course, to be honest, some guests have reported minor flaws such as "waiting for ice cubes for a long time", "delivery staff unable to find a storage location", and "scattered navigation circling", which belong to the category of size and positioning and do not affect the overall inventory. Among the over 2000 reviews on Ctrip 4.8, 'enthusiastic front desk and meticulous service' is the mainstream voice, and my two night experience is basically consistent.
On the morning of leaving, Sam helped to call a car at the front desk and handed over a hand drawn map of the surrounding breakfast route. Looking back, the service philosophy of Hangzhou International Expo Center North Star Hotel is not particularly stunning, but rather "anticipating the potential bottleneck for guests half a step in advance" - routes, extensions, corridors, luggage, and events, interlocking one link at a time. For new Hangzhou residents, exhibitors, and fans, this sense of certainty of being caught is more expensive than any slogan. Next time I come to Olympic Sports, I'm most likely to return to this building.Show more