I have visited Zhoushan a few times and stayed at different hotels.
1. The hotel does not recognize Bonvoy member status. Bonvoy is a program that Marriott is heavily promoting, but it is more of lip services than actual program, particularly come to Sheraton. When I inquired about room upgrade availability, the staff told me that I was upgraded to a room at upper room. The staff was just there to handle me, but not helping me. We all know that upper floor room can be requested by any one during reservation.
2. The same front desk staff tried to up sell me for breakfast, which was already included in the room rate.
The lobby is very grand and makes you feel good. Most staff are friendly and willing to help. The coffee machine in the buffet restaurant broke as I was in line for a cup of coffee. Yes, there was a line in front of coffee machine. I gave up on the coffee after a minute of wait. Ten minutes later, a waiter came to my table and told me the machine was fixed and I could go to get one if I want. Frankly, I would not want it anymore. This is not a 5-star supposed to do. Customers should not wait for the coffee. However, the waiter surprised me because he noticed the problem and trying to do some good. I appreciated his effort. He alone, saved the hotel reputation. Otherwise, I would give the hotel a two stars.
Another problem is that the Italian restaurant as advertised was never opened. You go figure if you want to stay here.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
This response is the subjective opinion of the management representative and not of TripAdvisor LLC