Hilton Taipei Sinban

The buffet meals were worth it, with lots of local and international choices. The conference rooms were comfortable for all-day meetings, and the service was great. The hotel is beautiful and clean, with a major metro station very close, making it a great base for getting around Taipei.

I stayed about seven days and enjoyed it overall. The room was clean and spacious, and the housekeeping staff always tied up my dangling phone charger cable, a nice touch. The hotel is a bit away from central Taipei, but close to the MRT and bus station. Check-in and checkout were quick, though they could share more guest information at check-in. Staff said toiletries aren't provided because of government regulation, so bring or buy your own toothbrush and other toiletries. There's a drinking water dispenser in the corner of each floor, or you can ask the front desk.

The executive lounge mix-up was the final straw. Two staff at the lounge desk denied me entry based on my room number. I explained that no high-floor room had been available at check-in, so I'd taken the first room offered on the 14th floor, then been moved after the room problem I'd described earlier. I showed my Gold status in the app and asked them to call the front desk to confirm my original reservation was for an executive king room on the 22nd floor with lounge access. She refused. Frustrated, I went downstairs, where a helpful woman at the front desk immediately confirmed my access and said she'd notify the lounge staff. We went back up, but the impression was already terrible. I didn't even want to enter anymore, though I did, just to make a point. This took my rating from two stars to one. It's been my worst Hilton stay, and I'd never stay here again. I wouldn't recommend it to any Hilton status member. They treated loyal guests as if we'd booked through Expedia or Booking.com without any elite benefits. Beware, and don't say I didn't warn you. We're still here with three days left, and other one- and two-star reviews suggest guest concerns aren't always prioritized. That's disappointing, since customer service is what separates a great hotel from an average one. I travel often and have never had such a major disruption handled with so little concern. As a Hyatt Globalist too, this stay has made me reconsider where I'll stay in future. All I can do is leave an honest review and let future travelers decide. Could they have handled it more professionally? Absolutely. But it is what it is. The problem began in Room 1410. After nearly 18 hours of travel from the United States, all we needed was rest, but a loud, constant clanking from behind the wall made sleep impossible. It seemed clearly related to a water pipe. I called the front desk, waited about 10 minutes without a response, then called again to explain we desperately needed sleep and ask for immediate help. A kind staff member eventually came up and confirmed the noise herself. Management then sent an engineer, but the clanking had already gone on for well over an hour. There didn't seem to be much urgency about moving us. The engineer confirmed there was a leaking water pipe behind the wall. After a long ordeal, they agreed to move us, but took us from a large corner room to a much smaller standard room next door. Being downgraded after all that inconvenience was shocking, especially as a Hilton Gold member who stays at Hilton properties around the world. At check-in, the staff member had been friendly and the facilities generally looked clean and well maintained, but the room experience was the complete opposite.

The staff gave us excellent service, and my family had a wonderful time here. We especially enjoyed celebrating my beloved daughter's birthday and spending two nights in the fantastic suite. The swimming pool was lovely too. We definitely want to stay again. Sincere thanks to all the great staff.