I've traveled a lot. This hotel has far exceeded my expectations. We live in Hawaii, and I've been planning for my wife and 3 kids to spend the summer with my wife's parents in Urumqi. My wife would need to fly from Honolulu to Tokyo, 4 hour layover, then Tokyo to Beijing. Then, spend one night in Beijing and fly out the following day to Urumqi. I researched all the hotels near the Beijing airport and concluded that the best chance at finding some decent service would be from Hilton. I called Hilton's 1-800 number and was met with an unhelpful CSR who proceeded to tell me it was completely impossible for me to put my wife and 3 kids in one room at this Hilton. Our kids are aged 1, 4 and 7-- so it's not like we've gotten to the point where we would be comfortable putting the 4 and 7 year old in their own room, even if it's adjoining doors, it's a waste. Many people traveling to China with kids know about how Chinese hotels have these rules about 2 adults and 1 child being the max. Undaunted by the rude American CSR, I called the hotel directly and asked to speak to the front desk manager. I did live in China for 10 years, so I might have slipped between English and Mandarin, but their English was fine. The front desk manager was able to confirm my reservation in the Hilton system, 1 mom + 3 tykes. Next, I wanted someone from the hotel to meet my wife at the customs exit to help her with the bags (6 50lb bags + 3 backpacks). I was quoted RMB350 for a hotel car pick-up at the airport, roughly $50. I didn't hesitate, knowing she'd be arriving at roughly 2am Honolulu time and that she would really appreciate the help.
I spoke to my wife last night and she gleefully told me that the Hilton people were somehow at the baggage claim within the customs area of the airport, and they helped her get the bags off the carousel and proceeded to help her glide through customs-- none of the 6 bags were opened.
They helped her get back the next day. She never lifted a bag.
She was so happy. Happy wife equals happy husband.
Hilton, thank your for shining so brightly.