HeSu Hidden Art Hotel & Suites- Xi'an Drum Tower & YONGNING Gate Branch Reviews

Response from Property: Dear guest, thank you very much for giving the hotel a high rating of 5 points! We are honored to know that we have become your "excellent" and "highly recommended" accommodation choice with our superior location close to the old town and clean and tidy rooms with complete facilities. Your recognition is the greatest encouragement to us, and we look forward to providing you with comfortable and reliable services again in the future!

Response from Property: Dear guest, thank you for taking the time to share your stay experience. We are very happy that you can feel the enthusiasm and help of the staff, as well as the convenience brought by the hotel's geographical location. We are also honored that you have a pleasant experience. If there is anything you regret about this stay, please let us know the specific details so that we can make targeted improvements and strive to provide you with more perfect service next time. I look forward to having the opportunity to receive you again and wish you all the best!

Response from Property: 尊敬的賓客，非常感謝您對我們酒店的認可！看到您對客房衞生和服務品質的肯定，我們由衷地感到榮幸。清潔是酒店的基礎生命線，我們始終以 “一客一換、全面消毒” 為標準，從床品布草到公共區域，力求讓每一位客人都能感受到安心與舒適；而優質服務則是我們的核心追求，從前台接待到客房服務，每一位員工都在努力用真誠和專業迴應您的需求。您的好評是對團隊最大的鼓勵，我們會將這份肯定轉化為持續提升的動力，期待在不久的將來能再次為您服務，帶給您更完美的入住體驗！祝您生活愉快，萬事順遂！

Response from Property: 尊敬的客人，非常感謝您的細緻反饋和認可！很高興得知整體入住體驗讓您感到“恰到好處”，員工的友好服務能給您留下温暖印象，小童區也讓孩子們玩得盡興，這些都是我們用心服務的動力所在。對於早餐上桌時間過長給您帶來的不便，我們深感抱歉，這確實是我們需要改進的地方。我們已立即將此問題反饋給餐飲部門，會優化出餐流程、加強高峯期人手調配，確保未來能讓每位客人更及時地享用到早餐。再次感謝您的包容與建議，期待下次為您和家人提供更完美的入住體驗，祝您生活愉快！

Response from Property: 尊敬的客人您好，非常抱歉，您辦理入住的當天，恰好西安遇到了難得一見的超高温天氣，並且登上了中國各大新聞的頭條，當天42度的氣温導致整個社區電力負荷超載，所以發生故障，附近好幾個街區全部都停電了，經過了兩個小時的維修才終於修復，我們也是開業幾年來第一次遇到這種情況，當天我們所有的團隊人員也都第一時間從假期返崗，指引和為各位需要辦理入住的客人們服務，我們第一時間進行了應急處理，包括準備了應急燈，路線指引，提供免費的零食飲品給等待的客人等，同時我們再次對於您遇到的這個意外情況表示歉意，對於您提到的冰箱問題，我們原有的冰箱正在逐步替換，所以出現部分房間沒有冰箱的情況，但是我們的前台的冰櫃可以為您寄存飲料喝食物，同時我們的套房目前已經全部更新了新的大號冰箱，其他房間最近我們就會安排更新完畢，感謝您對我們提出的意見，可以讓我們更好的提升設施水平。對於房間佈局的問題，我們部分房間的馬桶，淋浴房和洗手池採用了三分離的設計，馬桶，淋浴，洗手池規劃了獨立的三個區域，這一點其實是為了更好的方便多人入住的情況，如果是衞生間和淋浴洗手池在同一個區域，那麼有人淋浴的時候就無法使用廁所，反之也是一樣的情況，三分離的設計可以保證客人在使用洗手枱化粧，淋浴，馬桶的時候各自不受影響，而不用輪流排隊，當然您提到的情況我們也剛剛意識到這會產生問題，我們也會接下來進一步的考慮如何優化佈局，提升服務，讓客人有更好的體驗。 能夠實現4人全家入住也是我們設計所有雙大床房間時候的初衷，兩張1.5米寬度的雙人大床，可以讓四人家庭在同一個房間入住，當然，考慮到您是跨國旅行，四個人的行李比較多 這種情況下，確實可能會略顯擁擠，如果您對空間還有更大的要求，推薦您選擇我們更大的雙大床房，以及我們還有各類帶有客廳的套房，包括兩卧室一衞，兩卧室雙衞，三卧室兩衞等等各種選擇，滿足不同的出行人數的需求。總之，看到您能夠細心的寫下這麼多評價，我們非常感謝，這也是我們提升服務的源泉，再次感謝您的認真分享。

Response from Property: 感謝您的 “非常滿意” 呀！聽到您對洗衣區、自助飲水機這些實用設施，還有清潔度和現代化裝潢的認可，我們特別有成就感～ 酒店選址在市中心附近，就是想讓您無論是打車還是步行都方便，七月天熱確實辛苦啦，下次來如果趕上涼爽天氣，慢慢步行逛市區肯定更舒服～ 期待您下次再來，繼續體驗我們的服務呀！

Response from Property: Dear guest, we are very sorry that you have had an unpleasant experience during your stay. In particular, you have been wronged by the communication problems at the front desk and the attitude of the staff. We feel deeply guilty and remorseful. Regarding the language communication problem you mentioned, it is indeed our current shortcoming. The night shift clerk at the front desk is a new employee who has almost no experience in communicating with foreign guests. He was too nervous when facing communication barriers and failed to handle them properly. His attitude was also problematic. This is entirely our responsibility for inadequate training. We have given him serious criticism and education and special training. We are currently urgently improving multilingual service support, such as preparing commonly used foreign language communication cards and upgrading translation software auxiliary tools. At the same time, we are also strengthening the service etiquette and basic foreign language training of all employees to ensure that we can provide more patient and professional services to guests with different language backgrounds in the future. The hotel has always attached great importance to the guests' stay experience. Your recognition of the hotel environment and hygiene makes us feel a little comforted, but omissions in service cannot be tolerated. I apologize again for the bad experience I have brought you. I sincerely ask you to give us another chance to improve. If you come again next time, we will definitely make up for this regret with more considerate service.

Response from Property: 尊敬的客人，非常抱歉這次的入住體驗未能達到您的預期，也辜負了您和朋友的信任，我們對此深感愧疚。您的反饋對我們來説尤為珍貴，它讓我們意識到在服務或設施上可能存在需要緊急改進的地方。我們已經將您的評價反饋給相關部門，會立即展開全面核查，認真反思並優化每一個細節，確保未來能為每一位客人提供符合期待的服務。再次為給您帶來的不佳體驗致歉，真誠希望能有機會彌補這次的遺憾，邀請您再次入住，讓我們用實際行動證明改進的決心。感謝您的包容與監督，祝您一切順利。

Response from Property: Dear guests, thank you for taking the time to share your experience of our hotel, especially thank you for your recognition of the comfort and cleanliness of the room! We are well aware that for a family of 4, the practicality and cleanliness of the room are the core needs of travel accommodation. Although the overall space of the hotel is not spacious, we always focus on polishing the details of the guest rooms - from the reasonably planned layout to make it easier for multiple people to stay, to the strictly enforced cleaning standards (including the disinfection and arrangement of every detail such as bedding, bathroom, and desktop), just to make you and your family feel safe and comfortable in a limited space. Your feedback is the best affirmation of our "small but fine" service concept. We will continue to optimize the room experience so that every family guest can live comfortably. I look forward to being a warm choice for your family travel next time. I wish you and your family a happy life and a smooth journey!

Response from Property: 收到您的好評啦，特別開心我們的現代時尚風格和乾淨環境能讓您滿意～ 前台小夥伴聽到您的肯定，一定會更有幹勁的！我們隨時等着您再來，不見不散呀～ 😉

Response from Property: 尊敬的客人，非常感謝您對我們的認可！我們始終致力於為每位客人提供乾淨整潔的入住環境，看到您對房間衞生的肯定，全體客房部同事都倍感鼓舞，我們會繼續保持這份細緻與用心，讓每一位入住的客人都能擁有舒適的休憩空間。同時也很開心您發現了酒店周邊的美食寶藏！我們地處熱鬧的生活區，周邊確實藏着不少地道美味，能為您的旅程增添味蕾驚喜，是我們特別樂意看到的。期待您的再次光臨，屆時也歡迎隨時向我們的前台同事諮詢更多本地美食推薦，祝您生活愉快！

Response from Property: Dear guest, thank you for your kind words about Jingjing and Haohao! We're thrilled to hear that their service left a positive impression on you—their dedication to making your stay pleasant is something we truly value. Your recognition means a lot to our team, and we'll keep up the good work. We look forward to welcoming you back soon and wish you all the best!

Response from Property: 尊敬的客人，感謝您如此細緻地分享入住體驗，每一個細節都被您記在心裏，我們真的特別感動！房間的乾淨衞生是我們的基礎追求，能讓您滿意是最基本的底氣～ 提前電話溝通入住事宜，是想讓您的行程更順暢；準備免費爆米花時，就想着能讓小朋友們多一份歡喜，聽到 “孩子最喜歡”，覺得這份用心特別值！考慮到不同家庭的入住需求，我們在房型設計上特意安排了兩張雙人床和榻榻米，能適合 1.5 米以下的孩子休息，能被您注意到這份貼心，特別有成就感～ 退房前的提前提醒，也是希望避免您遺漏物品，讓離店更從容。您的認可就是我們前進的動力，已經開始期待您帶着孩子再次入住，到時候一定再備好爆米花，等你們來呀！祝您和家人生活愉快～

Response from Property: Dear guest, thank you for affirming our hotel with so many warm words! I am very happy that you think "the photos are consistent with the real thing". This is the principle we have always adhered to - we don't want guests to come with expectations and stay with disappointment. The clean and comfortable environment can be recognized by you, which is our most solid confidence~ Your thoughtful reminder that "it is best to book a larger room" is really very practical. I believe it will provide reference for other family travelers. Thank you so much! We are sincerely honored to know that you, your parents, and your partners from large companies like this place. It is one of our efforts to make the team of many people feel comfortable. The convenience of the geographical location is also a point that everyone often praises. It takes 10-20 minutes to walk or 5-7 minutes by taxi to reach the destination, which can save time for your trip and is particularly meaningful~ Thank you again for your recommendation. We will continue to maintain the quality and look forward to providing you and your partners with the same pleasant accommodation experience next time. I wish you a happy life and all the best!