GGuest UserThis was my first time skiing in Hemu, and I chose to stay at the Hilton Hemu, which is very close to the West Ski Resort and offers round-trip shuttle services to the slopes. The brunch options were plentiful, and the food met expectations. Overall, it was a good experience. However, I did encounter a few issues:
1. The bathroom in our room always had a slight odor from the day we checked in until we left. I'm not sure if this is the case for all rooms.
2. The water pressure from the showerhead was very low; I'd suggest replacing it.
3. On the evening of our fifth day, the shower started leaking while we were using it, indicating a blockage in the drain, likely from hair or debris. I wonder if this is only cleaned upon check-out?
4. After requesting ice buckets, no one came to collect them the next day, so we ended up with more and more ice buckets in the room.
5. On our last night, I called the front desk at around 5 PM to request an ice bucket, but it never arrived. I called again at 6:20 PM, and the front desk agent said she would follow up. Still, it hadn't arrived by 7:30 PM. After going to dinner, I spoke with the manager. Apparently, the front desk only contacted the restaurant department once at 6:20 PM regarding the ice bucket, having missed my initial call at 5 PM. The restaurant received the 6:20 PM call, but according to the manager, they were busy and overlooked it. I understand that the front desk might have been busy with other guests checking in or handling more urgent matters, and I also understand that restaurants can be hectic during meal times. However, for a five-star hotel, such a poor experience should be avoided. I suggest that your company consider implementing a memo system. For instance, the front desk could note down guest service requests and attend to them after handling more immediate tasks. The same applies to the restaurant; they could record requests to avoid oversight and fulfill them when things are less busy. If there's a significant delay, they should call back to inform the guest. The ice buckets in the room should be collected daily, which seems to be a communication issue between the restaurant and housekeeping staff. I hope the hotel can improve its service and strive for excellence, rather than just offering apologies after the fact. Only by continuously enhancing the guest experience will customers choose to return to this hotel again.
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