Hampton by Hilton accommodation in Zhangjiajie

The hotel is great and centrally located and walking distance to the supermarket, cable car station and eateries. Room is spacious, with an executive chair and working table and comfortable bed and toilet. Washing machines and dryers are provided complimentary on the 3rd floor where the gym and coffee house are located. Reasonable good selection of breakfast buffet spread at the coffee house.

We stayed here for 3 nights and what a great base to explore Zhangjiajie. Starting with the Positives: The room was clean and spacious with comfortable bed, strong hot shower that’s almost instantly hot; and plenty of charging points for all our devices. Breakfast was of good variety and quality with everything fresh and coffee actually good (something many hotels in China fall short on). Loved the 24h laundry- the lady was lovely, offered to wash, dry and deliver our load back to our room and then refused to take any tips. In fact, everyone we came across were lovely, the cleaning ladies in the corridor, the ladies that served the breakfast and cleared away plates. The best thing was the location- easy 15min walk to Eastern Entrance of Zhangjiajie National Forest Park, 10min to town where you can watch Charm Xiangxi (highly recommended), and 5min stroll to shuttle bus centre where you can take shuttles to all other Zhangjiajie attractions and plenty of eateries around the hotel. One thing hotel could do better is customer service training of staff when issues occur: When we checked in, we were offered King Guest instead of King Superior Deluxe that we’ve actually booked and paid for. When I raised this, the gentleman who checked us in said that the room type was not available until the next night. He offered to move us to the room we booked the next day but no apology nor acknowledgment of the downgraded room and the fact we have to pack and unpack twice. The worst thing was when we asked about the room change the next morning, there was no handover of this promise or record of any of the conversations. Needless to say I made my disappointment clear and escalated to Trip. I don’t know who should be given the credit (Kenneth who promised to look into it or Trip.com), when we came back that afternoon, the hotel had finally given us the room we booked and moved our luggages to the new room (much more spacious plus nicer bathroom). Why not just acknowledge the mistake, apologise and offer some appropriate compensation (e.g. room upgrade for one night), or if the staff does not have authority to do so, let the guest know that the matter will be escalated to the manager next morning and actually do so.