Hilton Nagasaki — Hotel in Nagasaki

Update: Met with the hotel manager, Mr. Hideyuki and Ms. Tomomi, who apologized for the bad service that I experienced and I appreciate that they helped me book lunch at Tamatsurumi - had the teppanyaki lunch and it was delicious.||Also met the Executive Lounge manager, Ms. Megumi, who apologized for the oversight and clarified the Diamond member benefits. Still silly to me that financier and cookies that probably cost less than 500 yen are not offered to all members, regardless of the tiering status, but I’m glad they were receptive to my complaint and actually acted on it.||Original review (poster before meeting management): Service has deteriorated at Hilton Nagasaki. I am currently staying here and never have I felt such disappointment from the shoddy treatment given to me.||From check-in, was assisted by a Chinese female employee who requested for payment upfront saying it was easier for check-out, although I purchased a cake at the bakery the next night so would have to make payment during checkout anyways.||Next was trying to make a reservation at the Japanese restaurant as I wanted to eat teppenyaki but when I called front desk at night, the male employee told me the restaurant was closed and that I can try to make a reservation at the restaurant the following day. Didn’t even bother helping me to make the reservation, and insisted I call the restaurant.||Third was the discriminatory service at the lounge. I am aware that I only have a lowly Silver status but as I paid for lounge access and the Executive Lounge room, I wasn’t offered Eggs Benedict or cakes/cookies that were offered to the Diamond members. When I complained to the lounge staff, she apologized, said it was only for Diamond members but offered it later, which I declined as this should be offered to all guests at the Executive Lounge. Why differentiate the levels at the Lounge? This is a disgusting practice by Hilton and never see this discrimination at Accor lounges.||Truly disappointed by the shoddy service. I still love my room, the comfortable bed and pillows but this is making me re-consider paying extra for an Executive Lounge room with access...

Update (Sept 23): Forgot to update my earlier review but changing the 3-star to 4-star since management reached out to me during my stay. Am pleased to finally try the teppanyaki lunch after Ms Tomomi reserved a seat for lunch and met the manager and Ms Megumi at the EL as well. Was served the financier and it was delicious.

I returned to the hotel after my trip to Goto Islands and stayed at the Premier corner room (608) which was missing bathrobes and the room, especially the carpet seemed dusty. Hope they can clean it thoroughly…other than that, will come back to Hilton Nagasaki.

Update (Sept 17): Changing my 5-star review to 3-star.

Currently staying in this hotel but the service at the front desk needs improvement. Check-in was done with an employee who asked if I wanted to settle the payment upfront insisting on a faster check-out but I ended up purchasing a cake at the cafe, and will need to settle the bill anyways during checkout.

Wanted to make a reservation for lunch at their restaurant and when I called the front desk to ask about making a reservation, a male employee said the restaurant was closed (I called around 11pm). I asked if they could make a reservation for me but he said I should call the restaurant instead at 11am the next day. What a hassle if the hotel guests can’t even make a seamless reservation.

Other than that, the room on the Executive Lounge is still worth it and the staff at the lounge are lovely except they discriminate lounge paying members from Diamond members. Diamond members are asked whether they would like eggs Benedict and get a cake/cookies during breakfast while the rest of ignored. As for the food, the frasier cake was delicious, hence why I wanted to try their lunch course.

Previous review: Peaceful, quiet and enjoyed the Executive Lounge. Water pressure in my room was excellent and the room was clean, but there was a bit of dust in the air (maybe from the carpet).

I didn’t get to enjoy the onsen as I came back late from exploring the city so I hope management can extend the hours, so I had a pleasant soak in the bathtub in my room instead.

Hope to come back to...

Not a great hotel for tourists - strongly business focussed. Also does not feel like a 5 star hotel.

I was staying here with our family of 4 on a 2 week holiday to Japan and this hotel really disappointed.

Why ? The service was poor - for example on check in the bar was pointed out to us next to reception. We went there before dinner and whilst it was empty we were told it was closed due to a function (not mentioned by reception). We said, ok where can you serve us drinks before dinner - lots of blank looks and scurrying around. Turns out they have no guest lounge and no option to serve us drinks before dinner. We insisted on a quick drink in the bar which they allowed on the basis we were gone by 2000. We left as a queue of businessmen lined up at the door. FYI the cocktails were very average.

Given we had done a fair bit of traveling and eating out, our kids made a pitch to eat at the Chinese restaurant in the hotel. We tried to book and were told it was full, so we booked in the main restaurant - we were the only people in there (see photo), which is always a soulless experience. But it was made worse by the fact the Chinese restaurant is in effect a screened off area next to the main restaurant which was full of businessmen having a jolly time.

Finally, it really is not a 5 star hotel. The rooms are not big or special enough to warrant that rating (although they are modern and clean) but in addition, there are none of the touches needed to make a 5 star experience - for example no turn down service, self service coffee/tea at breakfast and so on.

The location is convenient being next to the station - but we popped to the nearby Marriott the following night and the bar and cocktails on another level, the service great and the overall ambience of a much higher quality…and the Marriott’s location is even more convenient.

Overall a 3 star experience and not recommended...