“Service level is the worst I have ever experienced in a 5-star hotel”

Very disappointing experience, especially for a 5-star hotel. We initially booked one night and asked at the hotel to extend two more nights. The reception told us the price would be higher, but on the booking.com showed a cheaper rate, which we booked instead. This was unprofessional and confusing. Check-in took over 20 minutes, which is unacceptable at this level. We paid in full on arrival, including an additional deposit, yet on the third day our room was blocked and we couldn’t enter. At reception, they said the deposit was not enough, without any prior warning or clear explanation. The reception staff were unfriendly and unhelpful. The pillows were uncomfortable, and the breakfast was very poor for a luxury hotel. The hotel itself is new with good facilities, but the service is the worst I have experienced in a 5-star hotel. Because of the staff and management issues, I would not recommend staying here.

“Service level is the worst I have ever experienced in a 5-star hotel”

Unfortunately, my experience at Hotel Kempinski Jinan was very disappointing, mainly due to the poor quality of service and staff behavior, which is unacceptable for a 5-star hotel. On the first day, we booked one night and asked at the hotel to extend our stay for two more nights. The reception staff told us that the next two nights would be more expensive. However, when I checked the official website at the same time, the price was actually cheaper, and I booked directly online. This situation was confusing and unprofessional. The check-in process took more than 20 minutes, which is far too long for a hotel of this level. We paid the full amount on arrival, along with an additional deposit. Despite this, on the third day, when we returned to our room, the door was blocked and we could not enter. At the reception, we were told that the deposit was not enough, even though nothing had been clearly communicated in advance. Blocking a guest’s room without proper explanation, especially after full payment, is completely unacceptable. The reception staff were unfriendly and unhelpful, showing little professionalism or hospitality. This was the worst part of the stay. In terms of the hotel itself, the property is new, with good facilities and a modern building. However, the pillows were uncomfortable, and the breakfast was very poor, with limited choice and low quality compared to international 5-star standards. Overall, while the hotel looks good and has potential, the service level is the worst I have ever experienced in a 5-star hotel. Because of the staff attitude, poor communication, and management issues, I would not recommend this hotel despite its new facilities.

“A wonderful stay with great comfort, hospitality, and service — highly recommended!”

I really liked the cleanliness, comfort, and the professional service from the hotel staff. The atmosphere was relaxing and everything was well organized, making the stay very enjoyable.

“Definitely a good choice!”

Excellent facilities within the hotel. The restaurant at level 3 is very good. The ground floor cafe has good coffee. Surrounding the hotel has a few convenient stores and snacks places.

“The best breakfast in China !”

The Best hotel in the City with amazing view ! Excellent breakfast and high class german hospitality . The GM Mr Harold working so hard to keep everything on top notch service .

“Above and beyond”

this was my second time at this great hotel traveling on business to Jinan . amazing staff and clean .very warm welcome and a personal welcome from the general manager who went above and beyond , even arranging contact with sister hotel in Beijing for our onward travel . Thank you again and we will keep in contact for our next trip .

The staff is really helpful, the hotel manager very care about all and very kind. There are two excellent restaurants in the hotel, one is Japanese and the second is the grill bar....the two of them are at the highest level and it's a really amazing experience to eat there. It's my second time in that hotel and for sure I will come back again when I visit Jinan again

“very nice stay”

Good as expected

Good place reasonably quiet..

“The second time in this absolutely magnificent place! Will recommend your hotel to anyone I know in the wonderful city o”

Everything

Room was nice, breakfast was excellent, 68-th floor view was magnificent, staff was friendly.

I want to be very clear and precise in my review: the hotel is very nice and prestigious, the rooms are stunning and big, the breakfast is good, if so, on my first day at the hotel after the room was delivered, I put my things and left the hotel, a guy came in to clean, opened my suitcase, rummaged through my things and stole from me $900 from the suitcase since there is no one in the hotel who knows English and when I asked where the suitcase was they didn't know what I wanted so I left the money in the suitcase. I didn't imagine that in a prestigious and respectable hotel, things would be stolen from the guests. I called the police and dealt with them from there. The hotel staff did not help me and sided with the cleaning guy even though they saw on the cameras that he entered the room for no reason 5 minutes after I left the hotel. If you can't feel safe in the hotel room on your vacation what does it matter how beautiful and luxurious the hotel is?