By Wonsuh Song
The Chinese hotpot chain Haidilao has become a household name, not only in China but also in Korea and Japan. Alongside the spicy mala craze, Haidilao is often praised as “the pinnacle of Chinese hospitality.” Even long queues don’t seem to bother customers—while waiting, they can enjoy drinks, snacks, and even a free nail service.
I had often seen the long line outside its Tokyo branch and wondered what made it so special. Recently, I finally went—and was astonished. The prices were far from cheap, even higher than most Japanese shabu-shabu restaurants, yet the service quality exceeded every dining experience I’ve had in Japan.
The staff were attentive to every detail. Even with a water jug on the table, they refilled my glass as soon as it was half empty. Empty plates were promptly cleared. For first-time visitors, a staff member performed a hand-pulled noodle show right at the table—and served the noodles for free. Membership registration was required, with phone and LINE contact details, but the experience easily justified it.
The restroom was another surprise. It featured the top model of Japan’s luxury bidet toilets, complete with Dyson hair dryers—even in the men’s restroom. The drawer at each table neatly contained tissues, chopsticks, spoons, hair ties, toothpicks, and even glasses wipes. Every detail reflected thoughtful consideration for the customer.
Since I hadn’t made a reservation, I couldn’t enjoy the nail service during my visit. But when leaving, a staff member handed me a coupon, saying, “Please use it next time.” In Japan, a nail service like that would easily cost over 4,000 yen. At Haidilao, it was simply part of the experience.
Though the meal was expensive, it was worth every yen. The rich broth, fresh ingredients, and, above all, the remarkable hospitality left a lasting impression. Many imagine China as a place where service might lack refinement—but Haidilao proved quite the opposite.
The restaurant was filled with smiling, well-to-do Chinese families, creating a lively yet elegant atmosphere. It was a vivid reminder that as China’s economy grows, so does its sense of hospitality. Haidilao isn’t just a restaurant—it’s a showcase of modern China’s confidence and sophistication.
Wonsuh Song (Ph.D.)
Full-time Lecturer, Shumei University / NKNGO Forum Representative
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