Hilton Lijiang — Hotel in Lijiang City

This hotel has unfortunately changed their Diamond member benefits. Previous positive reviews no longer apply. The Food and Beverage manager has cut every corner possible, such that the breakfast buffet is now at the level of a Hampton Inn. Missing are common Hilton China ingredients like cucumbers and cherry tomatoes at the salad bar, egg tarts, steamed pumpkin, longan, and local specialties. The Lijiang Garden Inn where we came from served a richer breakfast. We were surprised that there was no fruit plate in our room upon arrival. Though not a guaranteed benefit, every Hilton property we have stayed at in China so far - 15 in total - has given one. Seems strange to cut costs on bananas and apples. We took all of this in stride until we went to the Executive Lounge, where we were denied our benefit. It was clearly open with a full buffet running and people dining. I gave our room number and entered, but the attendant chased after us and said it would be 198 RMB per person and that while the Executive Lounge was physically open and serving food and drinks, it was "closed" - what does that even mean? I thought the attendant must be a new hire and confused, so I went to the front desk. They phoned the Food and Beverage Manager who confirmed that our Executive Lounge benefit was to be denied. It was such a small issue (two more mouths at a buffet where a lot of food ends up going to waste doesn't cost the hotel any more). But the managers turned it into a prolonged and embarrassing issue. All of the lower level staff said, this isn't right, Diamond members used to be offered afternoon tea, and dinner and drinks in the Executive Lounge, but a few months ago the policy changed and all of that was taken away because business is bad. We were made to feel so unwelcome that it was uncomfortable going back to the Executive Lounge. All we wanted was a beer and a small piece of cake. We would have been happy if they had just sent this to our room in an attempt at service recovery, but that never happened. It's one thing if the Executive Lounge is truly closed and a modified benefit is offered, but if the doors are open and it's fully operational inside, then denying a Diamond member is a violation of Hilton policy. Even after explaining this in both English and Chinese, the answer was no. The next morning the staff informed us that we could cancel the rest of our stay, and that was all they were willing to offer. I don't fault the staff, just poor hospitality by upper management. It led us to look online for other hotels. We found many well-reviewed and better-located ones for half the price. I don't think management here understands that Diamond members pay in loyalty. There's a common saying in Chinese - pick up a sesame seed only to lose a watermelon. It means the same as losing the forest for the trees. Business is great at other Hiltons all across China (we've traveled cross-country east to west). This hotel's woes are self-made and they're penalizing Diamond members for lack of revenue instead of hustling to attract...

We had to wait a long time for any request. Even just getting a joined room (we have kids) and even though the room was ready, they kept asking us to wait as they were too busy to give us the key for the room. We waited for around 3-4 hours to get the key. When we got in, there was hair and snot on the bathroom sink which was disgusting to walk into. Breakfast was a nightmare as there were so many people there that it was too messy and chaotic to move around and eat. They are completely understaffed for the amount of people in the hotel. Definitely not worth the price of what you pay to be there. The soft comfortable beds and heated toilet were the best part of the whole stay. Room service wasn’t too bad but asked for non spicy noodles and they said okay and sent spicy noodles. The spaghetti was a nice meal. Prices are expensive for washing clothes and food. One benefit is it’s close to the train station - 11 mins taxi. After waiting in the lobby for 2 hours, they gave us a free refund on cutting our stay short which was nice after dealing with the other things. I will not likely return to a Hilton hotel.Wifi was terrible and so was the 4G network so even when we didn’t want to deal with the front desk, we found it hard to get online.The weather was pretty wet, but we were able to visit the three ancient towns to enjoy some history and culture. We left earlier than planned as the stay wasn’t very pleasant and nothing was ever offered to compensate our terrible start. We stayed in all sorts of hotels in Yunnan over 2 weeks, and this one was likely to be the worst one but most...

For this 2 weeks hilton trip across multiple cities including Kunming, Lijiang, Dali and Shangri la, I would say this is the best hilton experiences ever. ||1 stayed 2N at this property. As Diamond member, I was upgrade prior my arrival to the duplex suite room which is super spacious and amazing. I was greeted and chekd in by the most helpful and super kind guest relation Manager ( Mr Richard ) He speaks English well and even he gave me his we chat for easier communication throughout my stay. ||To make it more personalised, he even escorted me to the room and do a short tour about the suite which is great and truly reflecting the great hilton hospitality. ||Later a welcome fruit amenities was sent to my room and there was a turndown service as well with some snacks provided. ||For your information, executive lounge is not operated during my stay. But it is totally fine as they compensated with 200 yuan vouchers for 2 persons per day|These vouchers can be used at the restaurant which give guests more flexibility especially as a muslim traveller. ||Kudos to Mr Eric Wang from the restaurant for helping me throughout my stay with halal diet and requirement. He did a great job in translating all the Chinese ingredients so that it fits to my halal requirements. I am truly thankful for that.||Indeed this property will be my new favorite and definitely will pay a visit next time when I...