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Nice and Quiet
Opinión escrita el 10 de Junio de 2021
I stayed at the Hilton Chengdua, and checkin process was very easy. The staff was very kind and I even had a chance to talk with the GM- Vivian. The property is very well kept and it was nice to relax in the lobby lounge area. The executive lounge is undergoing some minor touchups and should reopen soon. The pool and gym area are nice.
A very disappointing experience
Opinión escrita el 5 de Mayo de 2020
During my stay experience this time at Chengdu Hilton Chenghua, I can really tell that there are big problems for the management of this hotel. I fully understand that it’s a difficult time right now due to the covid-19 and many public facilities including executive lounge and fitness center cannot be open at many hotels. However, according to my experience in this city for two days, I don’t really think the citizens here are really caring about social distance and many people in the street don’t even need to wear mask, which means Chengdu is at the low risk of virus contagion now. Especially when I know that this hotel reopen buffet breakfast on the peak days of the labour holiday period, which shows that this hotel is able to manage public hygiene control and run the buffet, even executive lounge but they still don’t. Upon my arrival, I was carrying two big luggages and my driver helped me to get them off. No bell boy here but only a security guy, who didn’t even ask me if I need to check in or what, let alone help me with my luggages. When I checked in, two out of the three counters are occupied. I was totally fine with that and pick a line to wait. Suddenly a lady from the other line just jumped into my queue but the front desk associates didn’t really how to manage the line and check her in first. Finally I lost my patience then asked a girl in white suits whether I can check in at the empty counter, she was quite helpful and acted with efficiency. But as a diamond member, this level of check-in service really disappointed me. Before arranging the duty roster, didn’t the FOM/DOR whoever is the operation leader have read the hotel forecast report? Couldn’t they see high occupancy is forecasted during this holiday so that they can arrange more people? At the first night, I was not so sure about the breakfast venue even though the girl who checked me in told me. So I dropped by the front desk again and was told that it’s at 3rd floor. BTW I called like 5 times to GSC but no answers at all so that I need to drop by by myself. So the next morning, I went to third floor, unexpectedly empty. Nice! Then I went to the ADD, a signage was set there and saying that ADD only offers lunch and dinner but not breakfast. So that I went to third floor to confirm, still empty like hell. I really lost my patience and temper towards this kind of chaos and went to the front desk. A GSM boy took me to ADD. WTF??? Then the semi-buffet breakfast still lacked of quality, only 3 staffs there and can not really cover the service. A boy even gave me a pen and asked me to write down what I needed. If they can reopen full buffet breakfast on May Day, how come it became back to semi-buffet after that? How come they still close executive lounge? Cost saving obviously! I can understand it’s not easy but can they really work on a balance of cost saving and guaranteeing the basic guest service at the same time? I don’t see the rate right now is on discount but the service level is 70% off. After breakfast I dropped by front desk and complained to the GSM boy, he bowed to me then apologized. But I don’t think it’s his fault or any junior associates’ faults. They were really kind and trying very hard to deliver the best service they can but they don’t know what to do and how to do it better. The hotel management team should really be ashamed because they didn’t really manage well and give clear instructions to their associates. I know it’s quite challenging when facing with the financial pressure from regional team and owner, as well as satisfying the guest experience when the virus broke out. But this is why these people are hired. I witnessed many hotels are really struggling and giving their 10 times effort to serve during this difficult time. BTW, they reopened the swimming pool but there’s no towels in the changing room and no one even mentioned to me. The cleanliness of public toilets is no better than the one I went in the street. But overall the attitude of all associates are really good and the housekeeping service of my room is good.
Great hilton hotel located in downtown Chengdu
Opinión escrita el 15 de Decembre de 2019
This is my first time visiting Chengdu and learned there is a new Hilton in downtown area, so decided to give it a try.
I requested early check-in but understood a room may or may not be available but to my surprise, they prepared a clean and upgraded (yes, also upgraded!) room for me upon check-in at around 11am.
Given my Diamond status, I also got the executive lounge access which I visited pretty often during the 3-day stay. Staff in the lounge are extremely helpful and always went out of their ways to help me out as much as they can. Special thanks to the manager of the executive lounge named Joanna. Once she learned this is my first time to Chengdu, she helped me out planning some activities with my family. Whenever I got a question, she provided impressive answers!
If there is any suggestion for improvement, it'd be the food selection during happy hour - I have seen more variety of food/snacks at Hilton hotels of other location in China, so hopefully they can work on that.
In all, great choice and I had a pleasant stay!
New & Clean Hotel
Opinión escrita el 27 de Novembre de 2019
The hotel is quite new. The room is very spacious and I like the modern design. I like the Hilton online check-in, choose my room and use digital key access to the room. The breakfast was good a lot of local dishes to try. The hotel staff was ok.
Opinión escrita el 22 de Novembre de 2019
Staffs at Executive lounge, Manager Joanne and her staffs, very helpful. They go all the ways to resolve and problems you encounter, like buy Train tickets, money exchange . Will be back again
Breakfast at the foyer restaurant, host was excellent, greet you with a smile