Dear Hotels.com
I wanted to share my disappointment regarding my recent stay. We paid for one of the higher-tier rooms, however the condition and overall experience did not meet expectations. The sofa in the room was ripped and visibly damaged, which was disappointing considering the room category and price.
Additionally, the WiFi issues throughout both days significantly affected my work. Staff repeatedly suggested it was related to VPN usage, but we had already spent two weeks in China using the same devices and setup without any problems elsewhere.
There was also confusion regarding breakfast service. Weekend breakfast was advertised as running from 7:00am–11:00am, yet on Saturday the service had already closed by 10:30am without any notification or explanation.
Lastly, there was a very strong smell of cigarettes throughout the 10th floor, and it was so severe that the smell was coming into our room, making the stay uncomfortable.
Overall, this experience fell far below what we expected from Hilton, especially considering the room category we booked. I hope this feedback is taken seriously and addressed. We want some money off this stay as this is beyond ridiculous.

I am writing to express my extreme satisfaction with the excellent service I received during my stay at your hotel from October 11, 2025 to October 12, 2025. I was particularly impressed with the professionalism and dedication of your staff, who made my stay truly memorable.

I would like to give a special mention to Mr. David Chen [陳嘉龍] at the Technical Department for setup WIFI and assistance with a problem as per our . He went above and beyond to ensure my comfort and was always courteous and helpful. Additionally, the entire team at the restaurant and housekeeping] demonstrated a high level of attentiveness and provided impeccable service.

The comfortable accommodations and the friendly demeanor of your team members exceeded my expectations. It is evident that customer satisfaction is a top priority at Hilton, and I will certainly be recommending your hotel to my friends and colleagues.
Thank you once again for providing such a delightful and memorable experience. I look forward to returning to your hotel on my next visit.