Hilton Garden Inn Zhangjiajie Tianmen Mountain

The location was very good, close to both the airport and city centre, and our room had a lovely mountain view. The hotel itself is beautiful. Our room was a little small, but well equipped. Breakfast had a good range, mostly Chinese and Asian food, with fruit, eggs, and bread for a continental option. The free laundry room was convenient, and the swimming pool is huge, with a nice separate pool for kids. The main issue was communication with staff, since most either don’t speak English or have trouble understanding it.

If you don’t want death threats from Waimai deliverymen or to die in Zhangjiajie, avoid this hotel. China’s police number is 110. In the early hours of 21 July 2025, while staying here, I had a frightening experience after ordering takeaway. The driver brought the neighboring room’s food to me and delivered my order to them. I hadn’t agreed to let delivery staff come upstairs, and nobody contacted me to confirm. The front desk took the driver’s word that the guest had agreed to come down and collect the food, but didn’t verify the room number or identity before letting him up. The driver called repeatedly and asked me to exchange meals with the neighbor. I refused because responsibility would be unclear if anything went wrong with the food. I contacted the restaurant owner myself and arranged a refund, then blocked the driver. I had already opened the package, since I’d ordered from that restaurant the day before and thought the food was decent. I hadn’t realized the neighboring room had ordered from the same place. Later, the driver retrieved the order from the neighboring room, apparently from a male guest, came to my door without being asked, and pounded on it over and over, trying to take back the mistakenly delivered food. I told him to coordinate with the restaurant, that it wasn’t my responsibility, and that I wouldn’t open the door. He kept banging. When I warned I’d call the police, he replied, “Go ahead. It won’t make any difference.” I contacted the front desk and asked them to call the police, and also reached out to the hotel manager. The manager got in touch and said they had already contacted the police, that he was trying to minimize the impact, and that he’d explain in the morning because it was late. I don’t remember the exact wording, but that was the general meaning. Security only sent someone to patrol my floor after the driver had finally left. While I was sorting out the refund and communicating with the delivery platform, nobody told me to keep the food intact for further handling. After refusing to open the door and exchange the food, and finishing the refund discussion with the restaurant owner, I threw it away because the driver was harassing me, pounding frantically on the door and even threatening that “calling the police uncle would be useless.” Maybe I wasn’t calm enough at the time. But I was alone in a hotel late at night, facing nonstop banging and threats. A simple identity check at the front desk could have prevented this. The police hadn’t shown up at that point, so I called 110 again myself. Police from the Qiaokou District eventually came and brought the driver and the person in charge of the delivery station to the hotel lobby. In front of everyone, including the police and the hotel duty manager, the station manager said, “If he really wanted to kill you, he wouldn’t be knocking, he would have broken the door down and come in.” The police immediately stopped this shocking, threatening remark. The hotel duty manager was also there and said, “You must show basic respect to our guests.”

The hotel was beautiful and clean, and I was first offered a nice view. But what really stood out was how Selina and Scarlett helped when I had trouble with my phone. They stayed with me until it was sorted out and treated me with such care, far beyond ordinary service. Thank you both.

I've stayed in a lot of cities across China, and this hotel's service is the best I've experienced. Selina was consistently great, and her enthusiasm for her work says a lot about the hotel's quality. I think she has real potential and hope she gets promoted someday.