Atour Hotel Beijing Joy City Chaoyang Road

I liked everything about the place. Modern, quiet, clean and also staff was friendly

the staff were very helpful and polite, always greeted us when we came in the lobby. the rooms were very clean, comfortable and modern. Slippers and toothbrushes were all given to us on arrival which was a nice warm Welcome and the products in the shower and bathroom were lovely. The best value for money in my eyes compared to other hotels I searched for in Beijing, I didn't expect this hotel to be anything special but I am so glad we chose this one. As a foreigner it was easy to communicate to staff and was great access to the city.

I’d like to share my experience of staying in Atour, which is a representation of their blatant violation of contract terms, discrimination to senior customers, and unreasonable attitudes in treating customers.

My 80-year-old father, 14-year-old child and I arrived at Atour around 8pm on August 15, but was told that our 4-night reservation of a family room (including one queen bed and one twin bed) was automatically cancelled at 6pm and the room was sold to other customers.

I told the staff that there was no such policy of automatic cancellation after 6pm on my Bookings.com confirmation letter. They suggested us staying in a superior executive (a queen bed and a couch) for one night and then moving into a family room the next three nights. However, when we entered the room, there was only one queen bed without a couch (an executive room rather than a superior executive room that they promised at check-in), which means that my 80-year-old father had to sleep on the floor. My father went to the front desk to argue with them, but was told that the room they allowed us in (without a couch) was the only room that they had left that night. All they could do is to provide two extra blankets so that one of us could sleep on the floor.