Having stayed at Hampton by Hilton multiple times, I decided to try Hilton Garden Inn this time, expecting it to be better. However, after three nights, I can only give it a maximum of 3 stars! And that's solely for the hardware and the face-to-face service. As for the non-face-to-face, 'soft' services, there were simply too many issues.
Upon check-in, I immediately noticed uncleaned grape seeds by the bathroom entrance, a cotton swab on the vanity floor, un-wiped fingerprints on the makeup mirror, and a long hair on the bed – that alone was enough to put me off! The next day, after being out all day, I returned to find the room tidied, but the floor was clearly not cleaned. What was most frustrating was that the toilet hadn't been brushed – the traces from my diarrhea the night before were still there! On the third morning, I specifically spoke to the front desk about it. Later, I returned to find the toilet cleaned, but the floor was still dirty, the hand soap dispenser was empty and not refilled, and the tissue box was also empty. These details made me deeply feel how much this hotel lacks in standardized management.
Let's talk about other details: This is the first time I've seen a hotel where the three elevators aren't synchronized! Guests have to press the button three times – otherwise, how can you blindly guess which one will arrive first? Who on earth designed this? Taking the elevator was annoying every single time!
On the last morning, heading down for breakfast, I found one elevator out of order. As soon as I exited the elevator at the top-floor restaurant, I heard the ear-piercing alarm of that broken elevator, which was standing with its doors wide open, waiting for repair. The alarm kept going throughout our entire breakfast, yet no one came to fix the issue. Is their efficiency really that low? At least turn off the alarm!
Additionally, the hotel has an underground parking garage, but I don't recommend using it. The garage looked unfinished, still resembling a construction site in parts, with only the area leading to the hotel entrance being well-lit. Moreover, when I asked the front desk the next day, they suggested parking above ground because exiting the underground garage requires calling the front desk to manually lift the barrier – I was speechless!
Overall, my impression is that while the hotel is new, the overall staff service is subpar. Only the front desk staff were reasonably polite, though there wasn't much interaction. It truly is a waste of such great facilities!
If all Hilton hotels in Xinjiang were like this, I'd have nothing to say. But before coming to Urumqi, we had just stayed one night at the Hampton by Hilton in Turpan, and none of these issues occurred there. How can this be explained?