My stay at the Taiyuan Kempinski was deeply disappointing and fell far short of the international five-star standard the brand claims to uphold. The most glaring issue was the complete failure to enforce basic non-smoking policies. Guests routinely smoked in rooms adjacent to mine, by the elevators, and even openly in the lobby. On multiple occasions, I noticed adjacent lounge areas left with their doors wide open, allowing cigarette smoke to billow directly into the main lobby. I physically had to shut one of those doors myself and brought the issue to the staff’s attention, yet they merely shrugged it off as if this were perfectly normal—which is simply unacceptable for a hotel of this caliber.
The buffet breakfast was, at best, average. However, the service during breakfast was utterly perplexing. On one occasion, I was asked to move tables simply because I was playing cards while having coffee—a request that struck me as baffling. The next day, the same employee, Judy, approached me to say that wearing flip-flops and crossing my leg under the table was inappropriate. When I confronted her about her inconsistent and overly critical treatment, she oddly dismissed my concerns, going so far as to deny that smoking happens in the hotel. Her demeanor throughout gave the distinct impression of being unwelcoming toward international guests.
To be fair, the front desk staff were lovely and courteous. Unfortunately, their efforts were not enough to salvage the experience or make me consider a return. This branch seriously undermines the Kempinski reputation, and I would strongly advise future travelers to spend a little extra and book elsewhere—this property is simply not worth the hassle.
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