DoubleTree by Hilton Hotel Guangzhou — Hotel in Guangzhou City

Worst experience ever with Agoda customer services agent.

Booking ID 1526656785

I booked 2 kings guest room for 5 nights for 3 adults+2 kids age 15 & 13 with daily breakfast thru Agoda.

But when I check in,the front desk staff inform me my rooms type doesn't have connecting rooms service and my booking doesn't include breakfast for childs(even though I had paid to Agoda)

Option given by front desk

Option 1. Pay RMB 100/day/child for breakfast.

Option 2. Pay RMB 583/night to upgrade to 1 bedroom suite+1 executive room to enjoy connecting rooms+daily breakfast for all guests.

All this wasn't stated in Agoda apps before I booked.

Without messing up our holiday mood,I paid and hoping to get an answer from Agoda after holiday.

Contacted Agoda customer services,this is a nightmare for everyone.

First agent attend to me asking for receipt and questions. I replied every question and emailed the receipt to Agoda,5hrs later another agent contacted me stated he/she was assigned to assist me and same question been ask again and after another 5hrs, another agent appeared and ask same thing again,this had been going on for 2 days and at least more than 7 different name agent shown up asking questions and stated can help me to escalate this matter but so far none help,only help I got is to further frustrating me and break me down.

Rather than replying to their nonsense and unhelpful attitude,I write down my bad bad experience with Agoda to warn others travellers of Agoda if they do not want same hell experience I go thru.

I had been a loyal customer of Agoda for more than 10yrs until now, guest loyalty customer isn't what they looking for now.

Next topic for Doubletree by Hilton Guangzhou.

Hotel by Hilton isn't my first stay,as usual,the staff is very friendly and nice especially front desk manager Angie and breakfast restaurant manager Fellice, they try to meet our expectations.

Not to forget the smile in every staff of Doubletree by Hilton Guangzhou had make our stay Great 👍

The only person needs to be fired is the Executive chef of this hotel and be replaced by other regions Hilton group hotel Executive chef to boost up the foods quality and selections of their buffet breakfast and Executive lounge foods.

Doubletree by Hilton is a 5 stars hotel but the buffet breakfast can't even have international cuisine selection,all dishes are Chinese veg in majority and dishes is so plain and not appetizing and presentable. Not even a dim sum dishes is found, seafood is a taboo in the buffet breakfast too, either food in veg/chicken/beef or pork.

And hotel chef doesn't know how to cook a nice al dente pasta.

Executive lounge foods to my thoughts is either whatever breakfast can't finish will send it up to feed the executive guests or chef is too lazy and no creativity to cook different foods for executive guests.

This Doubletree by Hilton Guangzhou chef had tarnished the good name of Hilton.

Been to so many hotels before,never ever seen any hotel who rent out half of their swimming pool to outside people for swimming lessons, hotel swimming pool facilities is for hotel guests and we are shock to been requested by staff that we need swimming caps inorder to go into the pool.

End up we didn't get to swim during our 6 days stay.

Beside all this bad experience, I still have to praise all staff of Doubletree by Hilton Guangzhou to let us feel warm and friendly with...

Stayed at this hotel for 3 nights and my review as follows:||1) Hotel Location|It is located about 800 meters away from nearest Metro Station which was Sun Yat Sen Memorial Hall. Just exit from D2 and it is just a straight 15 to 20 minutes walk on a flat road to the hotel. It is doable with a trolley luggage too. The Metro Station is one Line 2 which ends on Guangzhounan (south station), so if you taking the high speed rail, it is also very convenient, considering the traffic in Guangzhou is always jam and heavy. Hotel is located on a main road, it is about 800 meters walk to Beijing Road Pedestrian Street. Hotel surroundings are full of shops, eateries and some nice restaurants too. MCD is also about 5 minutes walk from the hotel. Didi/E-Hailing ride is also easily available from the hotel due to its location. Overall, I would say the hotel location is good.||2) Check in |Hotel Lobby looks old style but still ok. I wish there were more seating areas at the lobby area. Check in was ok with the staff attending to us being very friendly and accommodating too. She can also speaks english quite well. We were given room facing the Canton Tower which was very nice. The chocolate cookie which was given during check in was also delicious as always.||3) Twin Room On 34th Floor with View of Canton Tower|The room is spacious and does feel like a good 4 star or 5 star hotel. Room is bright. Mattress and pillows are comfortable and has luxury feeling. Bathroom size is also good with rainshower. Toileteries are from Crabtree Evelynn brand which is good. Overall, the room is comfortable, luxury feeling and value for money.||4) Buffet Breakfast|In general, the buffet breakfast area is huge and we did not have to queue for table throughout our stay eventho we stay during public holiday weekend. This is actually great. Due to the size of the restaurant, it did not feel congested or crowded. Food selection and buffet spread are definitely huge. Some of the breakfast offerings are great such as the Made to Order Porridge Station, the Cold Brew Coffee, the Local Chinese Snacks Counter and the Egg Tart and Chinese Pancake Roll. However, unfortunately I did find about half of the buffet spread can be much better such as the noodle station (the noodle soup taste very plain and not nice), the Chee Cheong Fun, the Dim Sum offering is poor (how can a 5 star hotel in Guangzhou of all places dont offer any siu mai or har kaw), the watermelon juice dont taste fresh (maybe because it was blended too early, i dunno) and a lot of their cooked food offering does feel plain, tasteless and unappetising. Eventho the buffet breakfast spread is huge, on the 3rd day, i do feel bored of the food and does not know what else to eat as the food spread is about the same everyday. Hopefully the hotel can improve on the breakfast variety and quality instead of just focusing on quantity.||5) Housekeeping|I must say the housekeeping that attending to my room is very attentive and friendly. Two thumbs up.||Overall, I still think this hotel is a great choice to stay in Guangzhou if you want to stay in an international chain hotel. It is walkable to metro station and beijing road (although not near) but it is safe to walk...

Booking ID 1526656785||I booked 2 king guests rooms for 5 nights for 3 adults+2 childs age 15 & 13 with breakfast under Agoda.||But when I check in, front desk staff inform me my booking doesn't include childs breakfast.||Option 1.|pay additional RMB 100/day/child for breakfast but no connecting rooms cos king guests rooms doesn't have connecting rooms.||Option 2.|Pay additional RMB 583/night for upgrade to 1 bedroom suite+1 executive room inorder to have connecting rooms+breakfast for 5 paxs daily.||All this wasn't stated in Agoda T&C when I booked.||Without messing up our holiday mood,I pay for upgrade and hoping Agoda will give an answer after holiday.||Contacted Agoda thru the WhatsApp Agoda customer services, this is a nightmare and a channel to break down customers even further.||First agent attend to me asking for all kinds of questions and I even emailed the receipt I paid at the hotel to Agoda,but after 5hrs, another agent come online stated he/she will assist me and ask same all kinds of questions again and every 5hrs, another agent will come online stated he/she is helping me to escalate my matter. This had been carry on for 2 days and more than 7 different agents came expressing helping me but none actual help.||Those so call customer services agent is here to frustrated us till we give up, rather than talking to them, I write and give my bad bad experience to inform everyone, hoping nobody need to go thru what I go thru. The hell of Agoda.||Agoda had been my 10yrs only choice for hotel booking till now. ||Guess loyalty customer isn't what they looking for now.||Next topic is on hotel services,||Doubletree by Hilton isn't the first time I stayed,the service and smiles by all staff is great and make us feel money spend worth.||The only complaint I had with this hotel is the buffet breakfast and executive lounge foods. ||This is a international 5 stars hotel and breakfast buffet we definitely expecting international cuisine but not at this hotel, selection is great but 80% are all Chinese food, and all Chinese food served to us looks plain and lots of veg dishes, and all veg dishes is just plain steam veg and mix with some soya sauce, totally not appetizing/presentable and tasty.||Executive lounge foods served mostly the same as breakfast with smaller selection. Just imagine morning and evening is the same food,I had been thinking,||1. morning breakfast can't finish, served us the same food at executive lounge.||2. Chef is too lazy to be creative to cook different kinds of food for the executive guest.||If I need to fired someone, Executive chef is definitely the one must go and deploy some international chef from other regions Hilton group of hotel to improve their foods quality and selection. ||Been experienced a few hotel executive lounge from 4 to 5 stars hotel, this doubletree by Hilton breakfast and executive lounge foods is the worst.||Aside from the foods, front desk manager Angie and manager for breakfast Fellice is nice and they try to satisfy our needs.||Thanks to the staff of Doubletree by...