Ascott Riverside Garden Beijing

Bad luck for me in Ascott Riverside Garden Beijing Hotel. My diamond pendant almost 3 carat GIA got lost in my hotel room !! I check-in Dec 12 2024 and I did not wear it outside. I took it out on Dec 13 and thinking of wearing it but did not and put it back in the small jewelry bag. My bags never leave the hotel room. On Dec 15 I took it out and it dropped on my room floor with the jewelry bag the necklace came out and I picked it up and noticed the diamond pendant was missing. I searched the place where it dropped but could not find it. I took the torch but it’s not working. Then I called the receptionist and tried to explain in Mandarin even though my Mandarin was not good enough. None of the staff speak English is on duty. It took me a while to explain and then she told me she would send someone to my room. The staff arrived but I told them I wanted to see the manager because I lost my diamond. The staff do not speak English at all and I try my best to speak in broken Mandarin. I told them to help me search the room. They did not search for me in a very simple way of looking only. Then they told me could not see it and wanted to leave the room. I requested them to please search again and ask them about the vacuum being used in my room and it took a long time for them to understand me. I tried to tell them to please the vacuum to my room and check inside the machine whether have my diamond. They did not follow instructions and took it and opened it without me being present and I noticed it why took so long to fetch the vacuum. So I again called the front desk and asked but she told me to wait. Then I just opened the door and found out 2 staff outside my room already opened the machine and without telling me to witness it. Then they move the machine to another room due to too much dust flying around. I told them I wanted to see the GM many times but they did not do it. They were the only duty manager for the room and not even the security manager or housekeeper managers. The duty manager does not know how to handle it and she seems not experienced at all. She wanted to leave and again I told her what should I do and if should I report to the police. I told her please help me to the police and tell them the situation. The hotel tried to brush it off not being too helpful and mishandling the case. They did not take the case too seriously. The police came and searched the room again with the staff and this time the staff started to get serious about the situation. I asked the duty manager to go with me to the police station with the police. I went twice to the police station to make a report and again language barrier. They cannot speak English and I cannot read, or write in Chinese. I could speak some Mandarin only! But none of the hotel staff speak English is on duty. Only one manager Luca could speak English in the hotel but he was not on duty. Until now the diamond pendant still cannot be found and the hotel does not take the case seriously at all. No feedback and not coordinated with me at all. Yesterday, they searched my room again in the morning requested by the police and they told me would do it again in 2 hours. I waited almost 5 hours and called the front desk 2 times to ask why no one came to my room again for another search. Then only this time did the security manager, duty manager, and housekeeping manager come but the housekeeping manager extremely bad attitude. I asked him how to handle the situation and he told me: ask the police !!! It’s a nightmare experienced. I am still paying for my room and waiting for an answer and cannot go out …

The amenities are fantastic, with a washing machine in the apartment itself, quite useful for long travels. There is also a very well equipped gym and a large swimming pool. The apartment is furnished luxuriously and there is also a kitchen. There are many restaurants and eateries just adjacent to the hotel, along with supermarkets. The nearest metro station is however about 5 to 8 minutes walk away. The staff here are all helpful and polite. Special thanks to Cherry, who made my check-in process pleasant and is very helpful. Also many thanks to the cleaner Miao Hongyan who is meticulous and thoughtful when attending to our needs. Will definitely stay there again!