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Chimelong Hotel
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Reviews (1,281)
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Reviewed 26 July 2011

Chime Long Hotel at Panyu, Guangzhou, is a world class hotel. The facility itself is worthwhile for the visit. The hotel room is very comfortable with cozy beds and sofas. The front lobby is grand, with sculptures of a jungle and a lion family on the top. We went up to the third floor to enjoy viewing this beautiful art work. The breakfast buffet offers a huge variety of western and oriental choices of food. The service is prompt and efficient. I loved their milk tea while my husband enjoyed their freshly brewed coffee. We ate so much that we hardly had room for lunch. There are flamingos and white tigers for viewing in the enclosure while one enjoys the breakfast. The zoo and circus shows right by the hotel is world class. Since we joined a tour, checking in and out were taken care of so everything went smoothly. When we toured around the hotel trying to look for the snow tigers, some of the staff members did not seem to know much its whereabout. It seems to me that the staff only know about the area where they are stationed at. I think the hotel can provide a better service if they educate all the staff the general layout of the hotel. Since I speak Chinese, I had no trouble asking my way around. My English speaking husband would find it a challenge at Chime Long, I think.

Room Tip: I think there is a senior discount for room rate. My older brother paid the regular price but got upgraded to a VIP room.
  • Stayed: July 2011, travelled with family
    • Sleep Quality
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Thank Diana F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 25 July 2011

Stayed one night following visits to the zoo and circus. Room was large and comfortable and came with free internet. Not the best place to stay if you don't like crowds or children. The hotel could come with better signange (we got lost looking for a place to eat, although our sense of direction may have been impaired by hunger pangs and low blood sugar) but overall Chime Long is a fun, resort-style place to stay. We would highly recommend watching the circus show - the memories of the death-defying motorcyclists will stay with me for a Long time!

  • Stayed: July 2011, travelled as a couple
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1  Thank flapflap
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 16 July 2011

Let me start with the figures: me and my two collegues stayed in this hotel six times during the recent three years. It means about 150 guest nights, plus restaurants, bars, circus, zoo etc., so we spent about 20.000,- USD in this hotel during these three years. One may think that having these impressive figures we were highly respected guests. Well, it was not the case.

Okay, this hotel is is simply phenomenal. An extreme investment, 2200 huge rooms, high quality materials, well tended garden, white tigers in the middle of the building. Moreover, an amazing circus, a zoo and an aqua park belong to the hotel. You can not find any similar in Europe. This is such an experience that I will never forget. But...

The staff is so unqualified and caused us so much trouble, that finally we had to give it up and we decide to go to another hotel. I guess the basical problem was that they spoke a very poor english. Another usual problem that none of them is entitled to make any decisions and they do not even know who and where the decision maker is. Not even the Assistant Manager (who seemed to hold the highest position in the hotel) could manage anything. We always had problems checking in and out. Changing money or booking a plane ticket was an insolvable problem for them. Payment by credit card was always a critical episode and we had to be very attentive not to let them overcharge us by mistake. Solving all these problems took us a lot of energy and time.

After all we still thought the we can live with all these troubles, since the place is so wonderful that we can forgive them their weaknesses. But finally our latest affair with them was so rude that we had no other chance, but to leave.

And it was it: we booked our rooms in february for april. We wanted to book the so called "Early bird" booking (1098.- RMB / night, including breakfast), but we missed the deadline, so they did not confirm it at that price, but at 1498,- / night without breakfast (+88.- RMB). That is a huge difference. So we tried to convince them, telling that we are frequent guests. They did not care at all. Okay, it was our mistake, to miss the deadline, so finally we could not even blame them.

But on the next day when we visited the Canton Fair (the purpose of our visit), we found that the hotel's booth on the fairground advertises a special rate for fair visitors at 998,- RMB / night including breakfast. We went back to the hotel and told them that we want the special rate since we are fair visitors. They said that there are no rooms available at that rate. What? Why do they advertise it then? Anyway, we told them that we do not need new rooms, we want our rooms to be charged at the special rate. That was not possible.
It took us a few hours, we talked to the totally ignorant Assistant Manager, but without any results.
So, finally we paid more than 50% more for the rooms than the officially advertised rate.
We told them that we will never go there again, but they did not care at all.

This is a big pity. This is how the most fantastic hotels can fall just because of the lack sufficient customer service.

  • Stayed: April 2011, travelled on business
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2  Thank MagdolnaandLaszlo
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 3 July 2011

We just came back from a weekend at Chimelong with feedback that i wanted to share. For this trip, our expectation was a quick getaway close to Hong Kong in a high quality hotel and near some attractions that would interest our child.

Reservation and Check-in (score 3 out of 5):
We only booked the day before arrival and hence our choice of rooms was limited, making us pay 2,000 RMB for one of the top end suites. That wasn't easy though because when calling the hotel reservation desk, we were told that this specific available room would be 3,600 RMB and "the price advertised online on the Chimelong hotel website is not valid and cannot be booked". Nevertheless we went ahead with the online booking and got a confirmation for the suite for 2,000 RMB. Calling back to the reservation desk once more to confirm, yielded a "we usually honor the website bookings but can only guarantee the room availability upon check-in". Not exactly 5* service.
Actual check-in at the hotel the day after was fairly smooth despite the long queues. So no issues there.

Room (3 out of 5):
As mentioned above, our room was a top end suite with a large dining/living room and an adjacent bedroom with large bathroom. It had the usual hardware like flatscreen TV, etc. Some people might like a dimly lit room and the dark colors chosen, but we felt it was too dark as we could not light up any additional lamps to make the room more airy. The whole color scheme was something that i would call 'grandma style' i.e. brown/beige carpet, brown pillows, old-fashioned wallpaper, etc. Not exciting and especially not great for a suite.
However the most intriguing thing was that the room sorely lacked on accessories which you would consider normal for a suite in such a hotel: Hair conditioner? Some fruits? A sewing set (which we happened to need)? The basics were all there but certainly nothing more.

Restaurants (3 out of 5):
We saw the White Tiger Restaurant and were not enticed by it. In the end we went to the Butterfly Gourmet restaurant which served Sichuan cuisine. The look and feel is more like a big canteen (noisy, spacious, waiters running around the whole time) but the food was pretty good! We liked almost every dish that we chose - not perfect but still very solid. The annoying thing was the 15% service charge which was imposed on us without providing much service, e.g. we needed some tissues -> 3RMB extra.

Taxi Service (1 out of 5);
From the hotel taxi queue we took a taxi to the city center of Guangzhou. As soon as we drove off, the taxi driver stopped the meter and asked us what we pay. His opening bid was 150 RMB, which sounded ridiculous to us. Annoyed by having the meter turned off but not wanting the whole family including baby to get dropped off in nowhereland (which we reached by then) my wife went along and negotiated with the driver in Chinese. We were willing to pay 100 RMB which was our best bet of what the true cost should be. After a while the driver asked 130 and we offered 120. Annoyed by the whole episode, my wife called the hotel reception desk only to be told that 120 RMB is the right price. We paid 120 RMB in the end and since the hotel confirmed the price, we felt nothing special. The taxi driver went on to tell us how the hotel used to employ corrupt staff at the taxi desk who would take a cut from the taxi drivers who then had to overcharge the passengers. Fortunately the bad guys were let go and now passengers pay the ‘real price’. Well, great.
The only bad thing was that upon return from the city center to Chimelong hotel, we paid exactly half, i.e. 60 RMB for a trip that was measured in a regular meter. So the first taxi overcharged us by 60 RMB and the hotel confirmed such a price! It should be more than obvious that the hotel still employs and accepts corrupt practices.

Check-out (1 out of 5):
Unfortunately our experience did not get better from there. The next day morning 10am we wanted to see whether we could check out late (4pm) and hence visit the zoo and return to our room to freshen up before returning to Hong Kong. The lady from the front desk offered 1pm but did share with us that the room has not been booked the day after. We asked whether we can speak to the Assistant Manager to discuss an arrangement that is more suitable for us, and the front desk lady promised that he will call us back ‘shortly’.
Come 11am, we still hadn’t heard from the Assistant Manager so we called again. After some negotiation, the front desk again promised that he will call back ‘shortly’. 11.30am we called again as we hadn’t heard anything (and were ready to leave for the zoo). First our call was not being picked up anymore even after repeatedly calling the front desk. Then it was picked up but we got hung up as soon as we mentioned our room number. Slightly frustrated, we called the operator and asked to be put through to the Assistant Manager. That did not go through either, but 5 minutes later, the Assistant Manager, Ivan Chan, finally called back. I repeated our request for a free late check-out at 4pm since the room was not used. He went through the usual arguments (‘room could be used by someone booking late’, etc.) upon which I shared with him our frustration of the expensive room with lacking amenities, 15% service charge at the restaurant and his lack of calling us back for 1.5 hours. I also highlighted the corruption at the hotel taxi desk upon which his answer was that ‘there are always some bad staff, we can’t do anything about it’. Generally he brushed us off with one-word answers and said ‘3pm’, which probably meant that we could check out at 3pm at best.
Don’t get me wrong: A friendly but firm answer saying that a 4pm free checkout is not possible would not be unexpected for us as I can fully understand the reasons why hotels cannot do this under normal circumstances. It was really the staff attitude including Assistant Manager Ivan Chan that made the whole experience so much worse and really left us with a sour aftertaste.
We left it with Ivan Chan and tried to call back to speak to his manager. That was entirely impossible from the hotel room phone, as our number was by then blocked by the staff (we tried about 20 times). Hence we used our mobile phone and called the general hotel number from where we asked through to the manager of Ivan Chan, a Mr Chen. We didn’t reach him but were asked to share our issues once more.

2 hours later Mr Chen indeed called and gave the very first impression of basic customer service skills for this hotel. In a soft voice he apologized for the behavior of his staff and promised to take remedy action on our issues (taxi stand, restaurant fees, etc.). Another 2 hours later, he called again and shared two news: Ivan Chan had received a ‘warning letter’ for his behavior and the taxi company has been warned on the behavior of their driver. We reminded Mr Chen that this was all fine but not really to make us happy, upon which we offered a 25% discount voucher for one of their restaurants. Nice but meaningless since we had already checked out…

Last but not least, we learned that the hotel lost its 5* and is now officially a 4* hotel only. My view would be that for service, it’s probably more like 2 or 3*.

  • Stayed: July 2011, travelled with family
    • Value
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5  Thank habeliraucher
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 28 June 2011

Traveled for a few days to Chimelong Resort, and was pleasantly surprised by the international quality hotel and theme parks. The hotel itself seems brand new, well appointed, catering to families, with white tigers roaming around (enclosed by glass walls) but viewable from certain rooms and dining facilities.

We stayed in a hunter family room that had a queen size bed and a bunk bed for the kids, which they loved. The view was nice, of the whole resort. White tiger rooms cost extra and have a view of, you guessed it, white tigers! Food was iffy, as there was a language problem and since we didn't eat pork (and everything in China has it), it was tough. This was true of the breakfast/dinner and any meal. The room wasn't ready when we got there, and there is always a rush at the reception.

All resort activities were walking distance from the hotel, and the hotel was large enough that you could walk around for a while. There were taxis available to go to the city, but they didn't use the meter and you have to negotiate beforehand. There was a McDonald's 10 minutes away, but good luck finding a taxi for the return. The hotel had a nice game room, bowling alley and play area for the kids, as well as a well stocked shop (in the basement).

You can get tickets to all Chimelong parks from here, and its very convenient. There are shuttle buses to the resort hotel, as well as back to various places in Hong Kong.

  • Stayed: December 2010, travelled with family
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1  Thank ahs4y
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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