Conrad Jiuzhaigou — Hotel in Sichuan

Extremely Disappointing Experience at Hilton Conrad Jiuzhaigou

I recently stayed at the hotel, expecting a luxurious and unforgettable experience. However, my stay turned out to be nothing short of disappointing. From the moment of check-in to the overall hotel amenities, there were numerous issues that left me deeply unsatisfied.

Firstly, the check-in staff displayed a lack of friendliness and seemed annoyed by our questions. As guests, we expected a warm welcome and assistance with any inquiries we had. Unfortunately, the staff's attitude only added to the growing disappointment.

Another major issue arose when we were given upgraded rooms by the manager. While the gesture was appreciated, the check-in staff mixed up the room numbers, resulting in confusion later on when we requested housekeeping services. Such a basic mistake should not occur in a luxury hotel, and it reflected a lack of attention to detail.

Furthermore, we were informed that the hotel had "run out" of kids' bathing kits. While this may seem like a minor inconvenience, it is unacceptable for a luxury hotel to be unprepared for such basic amenities. In all our previous experiences at high-end establishments, we have never encountered a shortage of essential items like this.

Adding to the disappointment was the failure of the front desk agent to deliver on their promise of sending welcome fruits to the new room. Although a small detail, it highlighted the hotel's inability to follow through on even the simplest of commitments. This lack of attention to detail further contributed to our growing frustration.

One of the most astonishing aspects of our stay was the fact that the rooms did not have heating, only air conditioning. The hotel justified this by claiming that due to a central air system, all guests wanted air conditioning, leaving the entire building without heat. This was particularly problematic for us as we were traveling with elderly parents who found the room uncomfortably cold. The hotel's solution of providing space heaters in lieu of proper room heating was unacceptable. We did not expect to use a space heater in a luxury 5-star hotel like the Conrad.

In terms of the hotel layout, the concept of individual villa-style buildings and golf carts for transportation seemed appealing. However, this design was clearly not well-suited for the local climate. With temperatures dropping to sub-10 degrees Celsius, commuting between the restaurants and rooms in open golf carts was incredibly uncomfortable. Although the carts had curtains to block wind or rain, they were always wrapped to the top. The drivers never offered to bring them down for us, further demonstrating a lack of attentiveness and consideration for guests' comfort.

Considering the Hilton Conrad's reputation and high price point, my experience was nothing short of a letdown. From the unhelpful check-in staff and mix-up with room numbers to the shortage of basic amenities, lack of heating, and discomfort during transportation, the hotel failed to meet even the most basic expectations of a luxury establishment. I am deeply disappointed with my stay and cannot recommend this hotel to anyone seeking a truly...

The hotel is definitely my choice when I go to Jiuzhaigou again. Most staff, including the young guys who shuttled us between room and front desk/restaurant, were very friendly and helpful. Staff in the breakfast restaurant were all very nice and offered to help. The Concierge manager Jacky Zhang always replied to WeChat requests on a timely basis and made us feel most welcome when saw us in person. We stayed there for 4 nights and some staff recognized us and remembered our room number! They were all super friendly when we chatted with them. On the other hand, staff in the dinner restaurant 炙 are not too helpful or cheerful and need more training to improve the service. The hotel entrance was not always manned including when we arrived. More staff would be needed to ensure timely assistance for arriving guests. Our suite was spacious and at this time of the year could see a snow capped mountain outside the room's windows. The walk-in closet was a bit small relative to the size of the suite, but could accommodate one large open luggage and one small open one. The door of the washroom near the room's entrance was so heavy it was not possible to use that washroom. The nearby walk-in closet door was also super heavy, in any case, once our large luggage is open, that door became jammed by the luggage and could not be open, so we ended up using the entrance from the other side (the bedroom side). A cab ride to the scenic area took 20 minutes and some 42 Reminbi, that saved us the trouble of trying to find a car park at the scenic area where parking spaces were very limited. Many cabs also awaited tourists outside the scenic area when we were finished sight seeing for the day so there was no problem with getting back to the hotel. We dined at the hotel"s dinner restaurant twice and the food was alright though a bit on the high end according to mainland China's standard and for that yet to improve level of service. We were not offered a menu on the first day of buffet breakfast, but on subsequent days we were offered to choose additional items including different egg preparation, congees, noodles, etc. described in the menu. The breakfast restaurant was a bit small so tables were rather near one another, but we went at off peak hours so that was acceptable. There were enough varieties to keep us satisfied but must say not enough varieties for a 5-star hotel; in particular, there was only one type of salad leaf.The bath tub made a loud strange noise after use. We had to unplug from the electric socket to stop the intermitten loud wind blowing noise. That was reported to the front desk when we checked out, but somehow my communication in poor Putongua mixed with English terms was misunderstood by the front desk initially. All in all, I selected Jiuzhaigou Conrad after reviewing the choices carefully, and I still think this is probably the best choice for my needs. Will stay here...

Conrad Jiuzhaigou, love it!||It was our last stop in the mountain area and our family absolutely loved it. Definitely tier 1 hotel choice in this area. Service / room / nearby activities are top notch with international standard. ||Warm check in by 小張 / Darcy who helped us get connected via WeChat which is useful during our stay. I tried to remember all the staff names during our visit but failed coz all staff are great so too many names. ||The property balances well between a bit of calmness and proximity to tourist destination. The view from balcony in early morning is good. All hardware is great given this is a rather new hotel but the staff / team is the highlight. ||Great breakfast selection and Hilton gold members are offered to have breakfast at main restaurant. There is even seafood available! I am not exactly sure if I got any room upgrade but the room is good although sits lower on the hill. I saw some units on upper hill and would love to try those next time. Thanks for the late check out giving us a place to rest before catching the train. ||We had dinner first night at 炙 restaurant and it was good. We tried the hotpot and was well pampered by 嚴珠 / 奚曉晨 and the team. Restaurant team suggested us to join the plaza dance after dinner and it was quite fun. There are even Watsons / KFC at the plaza which is convenient. ||The buggy service is good but walking around the property is also enjoyable. ||Also thanks to Clark at Conceirge who helped us book UTV experience at nearby park. Highly recommend the UTV experience for thrill seekers. ||Annie in her signature black outfit greeted us almost everywhere and explained some history of the property. ||Some suggestion: |Kids club is the only area I think the hotel can improve on. No staff there and was quite hot given AC is off. Kids toilet was a bit messy. I guess most guests don’t utilize this facility |The smaller toilet in the room doesn’t have towel hanger||We didn’t prepare for anything before coming here to relax. The staff gave us useful tips to navigate within this area. One night stay would be too rush, suggest at least 2 nights or even longer for proper experience. Suitable for couple / family visitors. ||Till next time, thank you Annie and Team Conrad Jiuzhaigou for the...