Hilton Guangzhou Tianhe — Hotel in Guangzhou City

I booked a hotel through Agoda with the “Pay at Hotel” option, which was clearly stated as “PAY AT HOTEL.” However, while traveling in Hong Kong, I received an SMS notification that GUANGZHOU JUNYU HOTEL had charged a very unusual amount to my card. This amount did not match the total price of my booking, and I had actually booked a Hilton hotel.

As a result, I had to make international calls from Hong Kong to Singapore to contact my bank, which cost me US$100 in total. Additionally, I had to cancel my card and request a replacement, causing significant inconvenience. I don’t understand how they were able to charge my card without my authorization or why this happened without my consent.

When I checked in at the Hilton hotel, I paid a deposit, but I received another SMS notification from GUANGZHOU JUNYU HOTEL. At that moment, I realized this Hilton hotel had charged my card without my consent. When I asked them why, they explained that the date I had booked was fully booked, so they needed to secure my booking by charging my card.

I was shocked. Why didn’t they call me? Why wasn’t I informed via email or phone? Why did they advertise their room on Agoda with a “Pay at Hotel” option if they were going to charge me upfront? Is this how Hilton manages their hotels? This caused me significant trouble, including wasting time canceling my card, dealing with multiple auto-debit payment cancellations, and incurring high fees for overseas...

Having been a Hilton Diamond member for 20+ years it’s obvious that I’ve only stayed at Hilton’s whenever possible. The level of service is always excellent especially the use of the executive lounge when I travelled for business, and also with my family on personal vacations. ||||But this time was terrible. Trying to use the executive lounge with my family was a horrible experience. Our family have been allowed into every other countries lounges except it seems this one. Noting our children are actually adults and not screaming 5 year olds. A woman named “Echo” did not listen nor did she provide any help or assistance for the customer. ||||“Echo” continued to smile and repeat herself consistently, not giving us a solution but more “yes I can see that” then… you need to pay, you need to pay. ||||I should note the lounge was empty at the time and we were just after a drink. ||I would have thought Diamond members have a bit more respect especially if the Hilton wants to keep customer loyalty. ||||If you visit this hotel and come across “Echo”, she may be doing her job but she is not effective or of any value to the Hilton Hotel Group and especially this particular Hotel in...

I really liked my stay at this hotel. The room was very nice — large with tall ceilings and plenty of space to move around. I also appreciated that the Wi-Fi allowed me to connect to a VPN, which made it easy to access international services from my smartphone.

The hotel had a well-equipped gym and both indoor and outdoor swimming pools located on a raised level. Although I didn’t get a chance to use the pool, I later learned that wearing a swimming cap is required, which might be useful for future guests to know.

My main concern was the limited English spoken by the hotel staff. They were always friendly and helpful with greetings, but communication became difficult when asking about gym facilities, restaurant locations, or food options in the dining room. It seems the hotel caters more to domestic Chinese travellers, which might explain this.

For my Western palate, the food selection was a bit of a challenge, but overall, the hotel offered a comfortable stay with...