My experience last weekend in Guangzhou was really a dramatic one ; i have been well served by Hilton Guangzhou Tianhe Hotel's Concierge Dept (Cita Luk - Asst Chief Concierge) before i stayed there on Sat, coz' he has helped me to arrange the purchase and the delivery of a K-pop concert tickets, to be held at Tianhe Stadium on Sat night.
I had great time at the concert that night and also enjoyed pleasantly the rest of my stay there.
To my surprise, when i conducted the check out the next (Sun) morning, i realized that my China travelling visa (Card) has been lost & most probably it's at the stadium ('s concert) the night before.
I simply went to the GZ East Train station with my train tix and hope the China Custom will still allow me to go, given i still possessed my HK ID card & they should have my entry record (to GZ, too). Unfortunely, the CHina Custom rules & practice are really strict and they did not allow me to leave China for taking the train to HK. The Custom simply provided me the address of a GZ office (15 miles away from my hotel / train station) and told me the office was closed on SUnday and so i can only apply when the office opened on Monday again. They did not know any details of how many days required to issue a replacement of Visa, after i reported the loss. Not a single further advice could be provided, no matter how many other alternatives i could have asked for.
Lots of question marks and fear come to my mind and all i can think of, was to pick up a call again to Hilton Guangzhou Tianhe's Conierge Dept (Cita Luk) and he has calmed me down, well arranged the shuttle bus to pick me up from the GZ train station back to hotel and also offered the free ride for me to the concert Stadium again to search for my lost card (later still not found though). He (Cita) also being very caring and already re-booked me to stay one more night at the Hotel for awaiting the replacement of the China visa and also arranged the purchase of train tix for me. Cita also checked and printed out all the relevant document and procedures for me as reference. It turned out to be a long winding journey and procedures, but at the end of day, i still managed to return to Hong Kong on monday late afternoon, thanks god........and thanks CITA, my hero, too.
I am so pleased with the hotel's whole team, who are really caring & helpful and being so pro-actively on providing the tailored made customer services to me during this (mini) unhappy (losing China Visa) experience.
I would also particularly like to express my gratitude towards the Executive Lounge team - Benson, Kitty, Angel & Jasmine ; as they are so friendly & helpful and cheered me up during my 2nd night (un-expected) stay. They have also printed out detailed maps and info for me to facilitate my next trip in China.
With the hardware in the room well equipped for business travellers for this hotel, i think you can't simply ask for more...................
xx18 or xx 19 faces nicer views than xx04 or xx 05.........
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your review. I am pleased to hear you enjoyed your stay and will let Cita and our Executive Lounge team know that they helped you have a great stay with us. Your highly compliment encourages us to be more and more excellence, to deliver our warm and hospitality to all of our guests. All of us at Hilton are passionate about hospitality and we hope to see you again soon.
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Hilton Guangzhou Tianhe General Manager Grace Lau
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.