Hilton Haikou

Haven't stayed at a Hilton in ages, and I can't believe how bad it's gotten! The room was incredibly old and filthy. As soon as I walked in, there was a strong musty smell, and the carpet was absolutely disgusting! And get this, the towels even had grease stains – so gross. They only provided two bottles of water, and the hairdryer barely blew any air. I'm speechless. Plus, parking was a nightmare; it took me a good 20 minutes to find a spot.

My 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.

Had a great stay! It was my first time at the Hilton Haikou, and at check-out, I met the concierge manager who was very welcoming and attentive. The stay was very comfortable, and they even reminded me to pick up the drinks included in my package. Excellent!

Thank you for sharing your feedback on the hotel. We understand that the service experience you mentioned fell short of expectations, and this can indeed impact the overall stay. Hotel service is a crucial part of the guest experience, and excellent hospitality often adds warmth and convenience to a trip. We believe that with continuous attention and improvement, the hotel can consistently enhance its service quality to create a more comfortable and thoughtful environment for every guest. Thank you again for your feedback, which helps drive improvements in service quality.

My daughter and I chose this hotel for its convenient downtown location and reasonable price. We were pleasantly surprised by the spacious room, which came equipped with a washing machine and kitchenware. The electric curtains were a nice touch. However, being on the 20th floor, the water pressure in the shower was quite low, and the water never got hot enough.

Since it's a hotel that opened in 2016, the hardware facilities definitely need an upgrade. The lower floors are serviced apartments, and the upper floors are Hilton hotel rooms, so changing elevators is a bit inconvenient. However, the breakfast was good.