PPingguonaiyoubingganMy parents and I came to Hainan for Chinese New Year, and this hotel in Haikou was our last stop. We stayed at this Hilton for 2 nights. The first Hilton we stayed at, the Hilton Garden Inn Sanya Yalong Bay, was also a Hilton.
Overall, I've always felt that Hilton rarely disappoints, but the room facilities at both Hilton hotels this time were quite disappointing. The air conditioning in the room wasn't cooling, the showerhead was broken and spraying everywhere, and there were colored stains and hairs on the sheets. These are pretty basic issues that are hard for guests to tolerate. Prices increased during the Spring Festival, but room hygiene and hardware management should also be improved.
So why did I still give five stars?
These five stars are for the service, and I especially want to thank one person: our housing service officer, Xiaoyu.
We arrived at the hotel at 11:00 PM on the first night. The hotel has a meal ordering service, but I didn't see the QR code in the room. Xiaoyu patiently sent it to me. I have to say, the fried rice and wontons from Hilton that night were delicious and the portions were huge! (The pineapple fried rice I ordered at the Hilton Garden Inn Sanya Yalong Bay was also incredibly delicious!) It allowed my parents to have a comfortable dinner.
Then, when showering, I found the showerhead was broken, and the pipe detached, but it didn't affect showering. It was fixed quickly the next day (no big deal).
Later that night, the air conditioning started making noise (it actually made noise when we first entered, but we were busy checking in because it was so late and didn't pay much attention. Later, we woke up hot in the middle of the night, and the AC wasn't cooling; the next morning, it was blowing hot air. For 30-degree weather, this was unbearable!). Xiaoyu quickly resolved it for us. She first had a repairman come to check it. He said it was a drainage system issue and fixed it for us but suggested we observe it to see if we needed to change rooms. After observing that it was getting hotter, we decided to change rooms. Xiaoyu immediately arranged a room for us. She wasn't perfunctory at all but was completely considerate of us. She didn't just put us in a similar room or dismiss us by saying all rooms had insufficient AC. Instead, she upgraded our room type and took us to see the first room, turning on the AC for us to feel it, but it was still insufficient. She then took us to see the second room, which was also insufficient, and then the third. She accompanied us up and down the floors with a smiling service, without rushing or being opportunistic. Finally, we changed to an executive suite that we found cool and spacious. This allowed our family to spend a comfortable time in the room, which also had a washing machine and dryer service. We also enjoyed dinner at the executive lounge. Our whole family was very satisfied. We originally just wanted a similar room with AC, but we didn't expect Xiaoyu to arrange everything so thoughtfully.
I want to especially thank her here. We were so lucky to have her; otherwise, I don't know how we would have stayed at this hotel. The lobby AC was also insufficient. The breakfast buffet had a rich variety of dishes but was also just decent, and the dining area's AC was insufficient as well. I hope the hotel can improve its hardware and enhance its hygiene management.
I hope Hilton Haikou continues to get better.
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