Pan Pacific Suzhou

Super hotel if staying in Suzhou. There are water gardens as part of the hotel and only 30 mins by taxi to all the other attractions. Lions Garden is very close and probably better than the Humbler Administrator’s Garden so make sure you go to both. BTW forgot to mention the breakfast is excellent and allow yourself an hour to do justice.

Very wonderful place to stay. Facility and staff exceed all expectations. Very comfortable beds. Must try the Italian restaurant.

Beware of choosing this Suzhou hotel! Might seem like a 5* star from its rich heritage and story, beautiful exterior and multiple awards. In actual fact, it’s an ageing 2-star hotel with no intention to upgrade its facilities and food quality. Clearly we were not given a clean, comfortable and safe family room which was assigned to visiting foreign dignitaries. Refer to the photos for evidence. Breakfast buffet tasted like a 3-star quality and the set lunch at 海天楼 certainly didn’t taste like it was cooked by world class chef in China. Service in both restaurants was mechanical and robotic. Staff manning the breakfast counters were seen yawning away and very jaded. Check-in service lacked the service standards expected of a 5* hotel chain. Concierge counter staff was not helpful with directions and sightseeing information. Family suite’s facilities were ageing and lacked the attention to details. Housekeeping and maintenance team certainly failed to pay attention to the maintenance and amenities. There were no tea and coffee sachets, a basic amenity, when we checked into the hotel. Requests had to be made for extra towels and pillows even though these were specified. Unfortunately, we were assigned a dual family room which were not maintained properly and the hotel managers (Bill and Sally) refused to give us a full refund for their lapses. Spoke to the hotel managers at length and they had no power to make any decisions other than to offer free food. Apparently feedback was given to her bosses but no refund was offered. Photos 1-3 and 9 - imagine our rude shock when my husband was nearly pricked by a nail on its single fabric seater. His sweater was damaged by the nail. This could have resulted in contact with the skin if he wasn’t wearing his sweater. The hotel manager, Bill, was activated. He only apologized and offered a chair which didn’t match the decor. Photos 4-8 - another rude shock ensued when we saw a badly damaged door frame in the middle of the night. It was too late to activate Bill again. Showed the hotel manager, Sally, on the next day , photo evidence of the damaged door frame and chair, room facilities, ageing carpet (Photo 12) and the damaged room cabinets. She only acknowledged their lapses and offered more free food. Photos 9 -11 - We did not use any of the amenities - fridge, microwave and cabinets as these were unhygienic, rusty, yellowed and not cleaned. Look at the interior of the damaged cabinets which could not be closed and there were others which were locked. Fridge interior was very dirty. Spoke to Bill and Sally at length and she was apologetic but had no decision making power to give a full refund. While this hotel claimed to be a multiple award winning hotel, clearly no efforts had been made to spruce up their rooms and facilities, especially our family room which seemed like it was unoccupied and not maintained for a long time. Overall, this accommodation truly marred our experience in Suzhou. We will definitely not return to this hotel in future. They should focus on overhauling and upgrading their rooms and most importantly, service standards. Hotel managers did not seem to have any service recovery authority other than offering free food and transport.

Enjoy the stay in this iconic place that is unique and make me feel like staying in the palace. It's beside pan men and the place is amazing.

Excellent 5 stars hotel with historical Chinese feels 👍

Here’s a draft for your review: --- I had a pleasant stay at this hotel. The room was very cozy, offering a warm and comfortable atmosphere. While the facilities are a bit old, they are surprisingly well-maintained, which added to the charm of the experience. The hotel itself has a classic feel, giving off a sense of timeless elegance that sets it apart from modern, cookie-cutter accommodations. It’s a great choice for those who appreciate a blend of comfort and vintage aesthetics. I’d definitely recommend it for anyone seeking a relaxed and nostalgic stay.