I chose the Hilton Haikou for this trip, and honestly, apart from the grand and luxurious lobby, there were just too many complaints.
First, let's talk about the service. We arrived on a red-eye flight, and the hotel staff had contacted us beforehand about our late arrival. We requested two deluxe sea-view rooms to be held, and if room availability allowed, to upgrade one to a family room. The staff said the family room was undergoing renovation, had a strong smell, and advised against the upgrade. Upon arrival, the front desk informed us that due to our late arrival, the only family room available was a 'Balala the Fairies' themed room, which was more suitable for girls. After a long discussion with the manager, they offered to switch us to a 'Coconut Grove' side sea-view family room. Since it was very late, we checked in directly.
The next morning, we woke up to find that the 'side sea-view' overlooked a messy rooftop, not even a garden view. The so-called family room just had some cartoon decorations, completely different from the car-shaped beds or Le Di-themed family rooms shown in the booking photos. We had booked the room a month in advance, so why were there only two room options upon arrival? Frustrated, we had no choice but to switch back to a sea-view room.
Second, various children's activities and promotions were misleading. There was no 'pool water gun bubble battle' or 'coconut tree climbing.' If these were summer-only activities, shouldn't they have been stated upfront instead of exaggerated promotions that didn't deliver?
Third, the front desk service was unenthusiastic and failed to inform us about room benefits. For example, how to book the bus, or that the two complimentary drinks required scanning two separate mobile phones to redeem. I was with my child, so one phone only allowed one drink. I only found this out by asking the bar. If that's the redemption process, shouldn't it be explicitly stated that it's based on the number of phones?
Fourth, there's no indoor pool, and only one outdoor pool was open. One was empty, and the lifeguard at the open pool had to act as both a registration clerk and a lifeguard. Couldn't they have a dedicated registration person? The pool itself isn't big, and why can't adults watch from the side? Why is it mandatory to accompany children in the water? I've never encountered such a rule. Is it because the lifeguard is too busy and expects us to supervise ourselves?
Fifth, the variety and taste of the food were generally good, but on the last day, we had an unpleasant experience. At breakfast, we were looking for a seat and found two empty four-person tables. We sat down at one, and a male staff member immediately rushed over, saying the table was taken. There was no 'reserved' sign on the table, and no one was actually seated there. We then sat at an adjacent table. A little while later, a foreigner sat down at the table we were initially told was taken. Well, the preferential treatment for foreigners was obvious. I can understand reserved tables for VIP members, but if there's no 'reserved' sign, why prevent others from sitting there?
This hotel was a real letdown. Our homestay in Wanning afterward was so much better. The Hilton was truly disappointing: remote location, poor service. I won't be coming back.
Original TextTranslation provided by AI
