Recently I had the oppurtunity to be a guest at your hotel in Tianhe. One Trip Advisor comment by a guest states that whilst dining they asked for a pair of chopsticks and were told to get it themselves. I had no such experience. The entire process was perfection in service.That included the janitorial , housekeeping, fitness, dining, check in (Ms V Gong), and entrance staff. My guest and I were astounded at the level of service in all areas and by all in your employ.



I live in Guangzhou and could have stayed anywhere. A remark by my father at the Executive Lounge in the Conrad International in Hong Kong prompted my stay. I remember how he said the tea was good. The memory of that comment lead me to the decision to stay at the Hilton. I was thrilled about being there from start to finish.

During the later part of breakfast they started to prep for lucn. One of the item was so close to the morning food I thought it might be part of breakfast. But a taco for breakfast? I asked and it was not. The worker sensed my desire and offered me one. That was without prompting of any kind. You can not buy that kind of service.



The following two paragraphs express the positive aspect of my stay at your hotel. It is part of a letter I sent to the company after having bought a defective product (which they admitted) and the nightmarish process involved in the refund for the product.



"To that end I have this to say. You stands being their product and
the employees who represent the company do so with impeccable manners.
I was always treated with courtesy and genuine concern. Of course it
makes perfect sense that Ms Ng handed me that card. The gift, although
absolutely not necessary, was greatly appreciated.

Congratulations-the emotional bond has been secured. Thank you all for
doing the right thing and being fair whilst in the course of your
duties. I do hope the powers that be at recognize the
performance of their employees at all levels and give them the kudos
their deserve".



I felt so comfortable during my stay. Yes, employees are paid for a service and their professionalism. Yet there is a difference between service performed for payment and being compensated for service from the heart. The heartfelt manner in which their performed those duties made the difference. It is that difference which will once again direct me back to your hotel.



I look forward to one day to regaining my status as a gold card member, and I hope to achieve this as a guest at your hotel.



All the best and thank you,

John Marlon

I come to Guangzhou for convention once a year. I usually stay in Ritz Carlton but this year I wanted to try a different hotel. I discovered a new hotel by hilton in tianhe area. It's in the city, close to everything. The rooms are modern, very clean. Pool and gym is excellent. The staffs are amazing, breakfast buffet is a treat.

I would go back again.

Stayed here few days ago for a short get away from Macao.
Tried the bullet train from Zhuhai to Guangzhou and it was pretty easy & fast. (most convenient way to travel). Hotel is located near to the metro station which is really convenient.

Check-in was pretty fast and we were escorted to the lift by the receptionist.
Room was nicely appointed and clean. My room was overlooking the GuangZhou skyscrapers(best view from the property). Received a follow up call shortly after from the receptionist to check on my satisfaction. (not bad, Good service minded)

Went up to the Executive lounge for the afternoon tea and we were warmly greeted by lounge host. Food selection is so so. Too bad didn't get a chance to try the evening cocktail :(

Buffet dinner spread at Cafe@2 is really nice and more selections from seafood, Japanese, Cantonese and etc.

Tried the breakfast at Cafe@2 and once again the service was excellence.

Overall stay at Hilton Guangzhou Tianhe was a pleasant one. Will visit again in the near future.

(forgot to mention that the Reservation agent Suphia assisted me with the reservations without any hesitations as I made a reservation for a wrong date. Kudos to her for her job excellent.)

Hilton need to get a grip of this one.... The inconsistencies are astounding. Being loyal Hilton customers, we chose this hotel When on a business trip and were sorely disappointed by the hotel.
First impressions were good, friendly concierge, timely check in and a lovely room on an executive floor. The cracks started to appear rapidly after this.

The wifi in the room wasn't working which was frustrating as we were trying to receive emails regarding a meeting. Little did we know, this was nowhere near as frustrating as getting it fixed.
We went to a meeting soon after arriving so reported the wifi issue. We returned 10 hours later and it wasn't fixed.

We went for a beer in the hotel bar... But after being ignored for 15 minutes by the waiting staff, we got up and left. Probably a good thing as they wanted £8 a pint plus tip. I'm a businessman, not an idiot. We retired to a bottle beer in the room from the minibar (£1.40 and authentic Chinese beer) far more pleasurable wind down with the view from the room.

Next morning we woke up an called reception about the wifi again and they told us it was working (obviously not as we were sat in the room). They sent someone while we were at breakfast. We returned... Still not working. Hugely annoying when you have back to back meetings. I physically went to reception to complain, they sent somebody to the room again.. Long story short, after being held hostage for two hours by the IT guy, he told us the wifi was not configured for the worlds most popular equipment.. Apple.
We weren't allowed a drink during that time as we had no coffee for the Nespresso coffee machine as they hasn't stocked it before check in. So far, two perks of the exec rooms useless to us. After finally being able to access the world at our fingertips... We went about our business.

Upon our return we decided to have a beer from our minibar whilst freshening up. No joy there as they hadn't restocked it. They hadn't given us any coffee either. Called reception and told it was on the way. We waited and waited, but nothing, so we went to the exec lounge.
It was nice, the canapés were decent and as long as you didn't want your table clearing after, or want more than one drink... You're fine.

Next our adventure to the hotel bar... Where we were ignored again for 10 minutes, then we moved to sit at the bar hoping to be served, 10 minutes later... We were!
The place was dead, no excuse for it.

We then went for dinner, the Asian restaurant was useless, they didn't speak English and had no vegetarian meals on the menu for my wife. Next restaurant we chose was the buffet restaurant but we were forced to order off the menu as the buffet was only open another half hour. I received a plate full of chillies with 3 prawns with a small bowl of cold boiled rice. What a joke. My wife's meal, a bigger joke.

Return to the room, still no minibar or coffee. Attend reception and make the request for the third time. 15 minutes later, sachets of decaf coffee arrive with two warm bottles of beer. Nice!

The next day the nonsense continued much the same until checkout the next day and nobody from the hotel had a word to say about it. One member of staff who spoke English as a first language was visibly embarrassed upon giving constructive feedback.

On the plus side, the Italian restaurant was very good, expensive, much like the rest of the hotel but the Italian food cannot be faulted, the chef was clearly an expert and the manager of the restaurant was impeccable. In my opinion the hotel would be better off in his hands.

The hotel was clean and the decor is great, the breakfast is very good also, however, these high standards need to be applied across the whole hotel. Also you should not be expected to shell out the same money for a nights stay for every meal or round of drinks. Especially when local authentic restaurants serve a litre of beer for 90p.

This hotel needs to be Hiltonised again from scratch and the marks reflect an honest review from a grounded non snooty pair of guests.