Atour Hotel (Nanjing Fuzimiao Qinhuai cruise terminal）

We stayed at Atour for 3 nights, and while the bed and pillows were very comfortable—which we absolutely loved—the overall experience was unfortunately below expectations, especially compared to other Atour hotels we’ve stayed at. The hotel is located in a very popular tourist area, which means there are crowds everywhere. I believe this also contributed to the staff looking visibly exhausted. We arrived at the official check-in time, but our room wasn’t ready because the previous guest had a late checkout benefit from their membership. To make up for it, the hotel upgraded us to a higher-tier room for the first night. However, we had to switch back to our originally booked room the next day, which was inconvenient and troublesome. Both rooms were located in the annexe building across the street from the main hotel. The upgraded room was only one floor above the original one, with minimal difference other than being slightly bigger. We specifically booked a room with a river view, but to our surprise, tourists standing on the nearby bridge could look directly into our room — we verified this by checking the view from the bridge ourselves. What disappointed us the most was the cleanliness. Our first room was very dusty, with sand and dirt on the floor, and the toilet walls had visible stains. Since we were staying just one night and were exhausted from traveling, we didn’t raise the issue. However, when speaking to the front desk about switching rooms the next day, I clearly requested that the next room be cleaned properly. Unfortunately, the second room was of similar condition, if not worse. The pillowcases were stained with black and yellow marks, and we had to request new ones late at night after returning from a long day out. What makes this more surprising is that Atour is known for its great service, including the free laundry service where staff wash and return your clothes the next morning. This branch did not provide that service at all. Breakfast was also subpar and not worth topping up for. Overall, this was the least enjoyable Atour experience we’ve had. The comfortable bed and pillows were the only highlights. We hope the hotel improves its cleanliness and service consistency to match the standards of other Atour locations.

I am not very pleased with my stay at this hotel. While walking along the corridor to my room, I noticed a smell that was musty and the corridor was heavily deodorised. When I used the toilet for the first time, it choked and I had to call the reception to send the someone to clear the toilet bowl. The manager Ying Yue told me that I must not throw the toilet paper into the toilet bowl but instead throw it into the dust bin that was beside the toilet bowl. I was flabbergasted because throwing the toilet paper into the dust bin would mean that the toilet would smell of faeces and urine. Now I understand why the corridor has a musty smell and why it must be deodorised to cover the smell. She said that all hotels in Nanjing had this plumbing problem. I asked her why wasn't there a notice in the toilet to tell guests what to do with the toilet paper after using it. She replied that all local guests know they are not supposed to throw the toilet paper into the toilet bowl and it is the local Nanjing toilet culture. She also mentioned that the toilet paper Atour provided is extra thick and is not soluble, so that's another reason not to throw the toilet paper into the toilet bowl. However, she was nice enough to accompany me to the convenience store next door and paid for two packets of ordinary tissue paper. Another issue I had was the supper provided. It said from 9:30 pm to 11 pm. When we went there on the first night of our stay at 9:40 pm, the rice porridge and millet porridge were totally cold and the 3 types of buns were randomly thrown into two steaming baskets, all mixed up and cold. I asked the young staff why wasn't the buns heated. He couldn't answer. The food didn't look enough to last till 11 pm. On the last night, we went for supper again at 9:30 pm sharp. Both the rice and millet porridge were just lukewarm and I asked the two young staff why wasn't the porridge heated. One of them told me that old and young guests do not like hot porridge. This must be the most absurb statement I have heard about porridge. I think Atour should be more siincere about the supper it offers. Except for the two young staff at the restaurant, all the other reception staff and cleaning ladies were very polite and helpful.

TV down 3 nights in a row, free supper unpalatable, saving grace is excellent lacation