Olive Tree Hotel (Chengdu Tianfu International Airport Branch)

One of the worst hotels I have stayed at in China. Irresponsibl, unprofessional, rude, and unhygienic. Avoid at all costs. I booked for one night because I had an early morning flight. Trip.com stated the hotel offered free airport pick-up and drop-off, so I added them on WeChat 12 hours before arrival and informed them of my estimated time of arrival. At 21:19, I updated them again but received no reply. I landed at 22:55 and tried calling via WeChat and phone, but both were blocked or unreachable. My only option was to send messages, all of which were ignored. With no response, I took a taxi (24 RMB, nearly a third of the 88 RMB room rate). Only when I was near the hotel did they finally call back. At reception, a man and a woman rudely argued with me. They even said, "We don't look at WeChat every time." How crazy, considering they were unreachable for over two hours and even tried to blame the customer. They even tried to call that number in front of me, which wasn’t reachable (the point where they realized their fault). Later, they demanded to see my flight ticket because I told them my flight was early morning before agreeing to the airport drop-off, which I didn’t show (I believe it’s not compulsory to let them know my itinerary). They also suggested I cancel on Trip.com and pay them directly via WeChat, clearly to avoid my review, which I refused. After over 20 minutes of waiting, they reluctantly gave me a key. Inside the room, I found a used towel behind the door (photo attached). When confronted, the staff took it away. Later, they messaged to refund my taxi fare with a rude message: "Do you want me to refund the taxi fare?" I didn’t accept the refund; instead, I asked them to lower the noise outside the corridor. It was so noisy I couldn’t even sleep. In return, I received the response, "We offered to exchange the room but you refused." Obviously, I refused because they wanted me to cancel my booking on this platform so I couldn’t post the review. I feel they deliberately gave me the worst room after everything happened because I believe there would be similar types of rooms on another floor. 😡😡 I told them I needed to be at the airport by 6:45 a.m. They knocked on my door at 5:34 [facepalm]. I came out at 6:20—no one at reception, no driver, nothing. I even called out loudly near the desk, but there was no response. At 6:33, a staff member finally appeared and asked why I hadn’t taken a taxi. The night before, they never mentioned any drop-off schedule and simply assumed I knew the time (what a joke). He then spoke to me rudely and he booked a taxi for me.😡

The service was nice, the room is good

I had a wonderful stay at this hotel, which exceeded my expectations, especially considering the very reasonable price for a one-night stay. The room was clean, comfortable, and well-kept, providing the perfect place to relax after a long day. Although there was a slight smell of cigarette smoke upon arrival, it quickly disappeared once the air conditioner was turned on. What truly stood out were the owners, who were exceptionally friendly, welcoming, and always willing to assist with anything I needed. Their warm hospitality made the experience all the more enjoyable.