Grand Hilai Taipei

I stayed three nights and it was a great experience. The room was very clean, the view was showing a bit of the Taipei 101 in the distance. The check-in was smooth and pleasant. The facilities are great and the service is incredible. A caveat would be that the hotel is quite far from the city’s center but the MRT station is 5 minutes away so it makes things super easy. There is a sky bridge to walk to the nearby Lalaport mall. I will definitely come back! Thanks to the Grand Hilai team for making my stay a very nice experience!

Stayed here on business for an event at the nearby Taipei Nangang Exhibition Center (TaiNEX). Location: It's just a ~10 minute walk to TaiNEX2, and TaiNEX1 is even closer. But you'll need to taxi to get many of the restaurants and shops in down-town Taipei. Hotel: Brilliant room and breakfast. Didn't try other meal options. Rooms appear large, clean and very modern. Internet connectivity is excellent.

Hotel is nice but the staff are generally rude with attitudes that are not customer friendly. Overall this place is a very poor customer experience. The whole staff needs some training in the concept of positive customer experience. The duty manager had zero people skills. He couldn’t even smile and hardly spoke. A front desk clerk was argumentative and combative. For no good reason either. Weird stuff. Once I tried to bring a coffee, which I had paid for, to my room and a bus boy chased me down to the elevator and said I couldn’t do that and demanded I give it to him or return to the restaurant. I asked for a to go cup and he said they didn’t have that. More weird stuff. When I arrived at the hotel around 8:00AM, they told me check in was 3:00PM. I asked where I was supposed to stay for 7 hours. They pointed me to some chairs by the front door (see below). Dog tired from an 13 hour overnight flight, I asked for other options. They said the other option would be to charge me for an extra full day and they would not honor the discounted conference rate for my reservation. They basically charged me their top full day room rate for any early check in. More weird stuff to botch the customer experience. Another big detractor is space allocation. The first floor lobby has 80% of the space allocated to “pay only” meaning you cannot sit and do work or meet someone in the hotel, even if you are staying there, without buying something from the food and beverage menu. They do have a few chairs with no tables near the front door which are always full. The pay only section has chairs and tables and comfortable couches. I mentioned this asymmetry to the management, but they didn’t care. Overall, a poor experience and I would not stay there again.

I’ve stayed at Grand Hi-Lai Hotel Taipei many times, and this four-night visit had my best check-in experience so far. The process was smooth, efficient, and truly in line with five-star standards. Mr. Zhong （鐘先生）at the front desk was professional, attentive, and thoughtful. He also sent a message to let me know when my room key was ready, which I appreciated. The restaurants and bakery are also well worth recommending. Service like this is worth recommending, and I look forward to staying again.