from washington dc
Submitted on 11-29-2016
I had stayed here before and just loved it, but travel partner wanted to "try a brand new hotel" (and then was unable to travel at the last minute!). Well, the other hotel was too new and had no service, no tourist information (not even a single map) and was clearly going to take hours to get any help with anything. Fortunately, the Hilton Chengdu had an available room and it did not disappoint. Exceptional service--help with transit, tourist information, the wonderful rooftop infinity pool a...
I had stayed here before and just loved it, but travel partner wanted to "try a brand new hotel" (and then was unable to travel at the last minute!). Well, the other hotel was too new and had no service, no tourist information (not even a single map) and was clearly going to take hours to get any help with anything. Fortunately, the Hilton Chengdu had an available room and it did not disappoint. Exceptional service--help with transit, tourist information, the wonderful rooftop infinity pool and whirlpool/steamroom after a long day of sightseeing, and the EXCEPTIONAL staff who really set the hotel apart. Every single person went 110% to help in any way they could--they truly make the stay so effortless so you can spend time seeing all those cute pandas and the sights and foods of Chengdu. As a Diamond member, I got a lovely upgraded room and the executive lounge remains one of the best in the entire chain. I finally remembered to get some names of a few of the people who really exemplify customer service--Phoebe Deng, Blair Zhu, Alroy Huang, and Jason Leng(whose last name I may have wrong but was young and handsome and just SO NICE and helpful) at the front desk/concierge; Mary Lin, Athena Zhand, and Phoebe Deng at the lounge (who made the best cappuccino and always remembered I liked decaf)--every person I met was the kind of person you hope is the person you meet when traveling. Phoebe mentioned she is still a student in hotel management and is an intern at the hotel--well, if Hilton is smart they will snatch her up and give her a permanent job making every guest's stay as perfect as she made mine. Mary and Jason likewise seemed more like long-lost friends than hotel staff doing their jobs, although they did their jobs so well that it appears effortless. Obviously the manager Bill Fischer (I think that's his last name) knows how to select, train, and motivate his employees to excel at customer service.
They each made great suggestions on how to take the metro (1 block away and very clean, safe, inexpensive, and faster than Chengdu traffic!!) anywhere I needed to go, and recommended places to see, things to do, and food, etc. If they weren't sure, they immediately checked (usually on a cell phone or with a co-worker) and made sure their information was accurate --what a pleasant change from most customer service folks today!
the rooms were great--tall tall windows with great views, a wonderful deep bathtub for soaking and separate shower, super-comfortable beds, and--finally- a hotel in China with fairly fast and reliable wifi including...google and gmail!! I though the hotel food was very good, but I don't really travel for food experiences. the tv gets a decent selection of english channels so you can get news, weather, and (if you want, but why?) HBO and such. Housekeeping was impeccable--evening turndown service was a welcome treat after a full day at the panda breeding center and hotel whirlpool and steam room. The spa has lockers and the pool is very clean and large for a hotel pool.
Nowadays, many hotels don't provide basics, but this hotel had thick bathrobes, slippers, every bathroom annuity needed including bubble bath and a loofah. Although I relied on the lounge's exceptional cappuccino, the room had its own nespresso cappuccino machine, bar drawer with bar necessities, mini-bar with room for your own beverages or snacks, well-designed and usable lighting and lots and lots of universal plugs and usb ports. And working wifi!!! And google!!! Lounge had lots of current newspapers in English and Chinese, and evening cocktails included sparkling wine and grapefruit juice to make a really refreshing and light drink. Room thermostat worked well so room could be whatever temperature you want, and security was top-notch and even includes an emergency oxygen hood in case of fire!
To me, it has all the necessities and luxury you want and need, while still feeling like you are in China. It is one of my very favorite hotels, up there with the Hotel Astoria in St, Petersburg Russia, the Gellert or Hilton in Budapest (both excellent and unique in their own ways and should be visited!), and the Waldorf Astoria Cavalieri in Rome (which has the best 3 Michelin * restaurant in Rome and an incredible spa and grounds, but the upper management can be both rude and snobby and needs to take training from the Hilton Chengdu).
Although not in the heart of Chengdu, it is so convenient to metro and has such wonderful staff, service, and facilities I think it is the best hotel in Chengdu for both tourists and business travelers, a rare combination for a hotel. this is my 3rd visit (I love the panda keeper program at Dujiangyan Panda Base @ 90 minutes from Chengdu and the Chengdu panda Breeding Center--both are must-sees) and this hotel makes visits to Chengdu perfect. I highly recommend it.