GGuest UserThe environment is beautiful, but the service details and humanistic care need improvement.
Our overall stay this time was a mixed bag. Let's start with the positives: the hotel's environment is indeed very beautiful. Both the decor of the public areas and the surrounding landscape made us feel comfortable and relaxed, living up to the Hilton brand's consistent style and standards. As a family traveling, especially with elderly parents, we initially had high hopes for this stay.
However, a series of issues that emerged during our stay truly detracted from the experience, mainly in the following areas:
1. **Room not cleaned on time**
We arrived around 3 PM for check-in, but one of our rooms wasn't ready until 5 PM. During this time, our two elderly parents had to sit and wait in another room for nearly two hours, unable to rest. The hotel didn't proactively offer any solutions or provide updates on the delay. We had to inquire multiple times to understand the situation. We understand that occupancy is high during the Spring Festival, but if 3 PM check-in is set, then cleaning schedules should be managed accordingly.
2. **External door lockout issue**
Another room shared an external door with the adjacent room, and this door was repeatedly locked, leaving our elderly parents locked out for nearly half an hour. The door also lacked a doorbell, making it impossible to contact anyone inside in an emergency. This not only affected the experience but also exposed security management flaws. The hotel only offered an explanation and no proactive solution; it was only at our strong insistence that temporary measures were taken.
3. **Wooden door splinters caused injury**
The wooden door in the villa had splinters, which pricked two of our guests. While not serious, it indicates a lack of meticulous routine facility inspection, failing to detect and address such minor hazards promptly.
4. **Lagging buggy service response**
In the evening, there was only one person responsible for the buggy service, leading to long waiting times for guests. When we communicated with the staff, we could sense their helplessness, clearly indicating issues with staffing or scheduling.
All these issues were detailed in writing and feedback was provided to the hotel manager after check-out, but to date, we have not received any response. This 'zero-feedback' approach is even more disappointing than the problems themselves, making one feel that the hotel doesn't genuinely value the guest experience. We hope the hotel can truly consider things from the guests' perspective, especially taking into account the special needs of elderly guests, strengthen staff training, and optimize service procedures so that future guests can enjoy a more reassuring and comfortable stay.
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