Anonymous User
March 4, 2026
This time, I booked this hotel six months in advance, based on a recommendation from a Ctrip list. I originally planned to bring my family to Xi'an for a pleasant trip and a comfortable stay during the Chinese New Year. However, the actual experience was truly disappointing and fell far short of my expectations. Overall, I was very let down.
The hotel's hardware is decent. The two-bedroom suite we booked was good, and the living room was spacious. There's also a lounge area near the front desk where you can watch movies, which shows they put thought into it.
But the service was absolutely terrible, the worst I've ever encountered. It was frustrating the entire time.
We drove, and the day before check-in, we repeatedly confirmed the parking situation. The hotel promised free and ample parking. However, when we arrived at 2 AM, following the instructions to B2, we drove around for ages only to find all private parking spots, nowhere to park.
The staff's statements were contradictory and kept changing: first, they said we could only park on B2, and private spots were off-limits. We even asked if we could park in private spots without license plates, and they said no. After searching for a long time, we found nothing. Then, they said we could park above ground. When we drove up, they said we couldn't, as they didn't have the key to lift the barrier. Incredibly, they told us to park in a nearby residential complex, which was extremely irresponsible. When I went to the front desk to speak with them in person, they then said B1 and B3 were available, and even spots without license plates could be used. Other places at least have signs; this one didn't even have a sign. They just made you find it yourself. Why didn't they say all this earlier, or explain it clearly, instead of making us go back and forth in the underground garage?
By the time we finally parked and checked in, it was 3 AM. The staff member who messed up didn't offer a single apology and had a stern face the entire time.
What was even more infuriating was their attitude towards the elderly.
The next two days, after we returned from sightseeing, my elderly family member asked for an extra black tea bag (because they can't drink green tea in winter, common sense). The front desk actually questioned them directly, saying they had already given us some, with a very poor attitude.
When I found out about this, I was furious. I immediately messaged the online concierge, asking why they were being difficult with an elderly person. After I raised my concerns, they changed their tune and said black tea bags were chargeable, but there was no notice in the room about any charges. Finally, they just sent over a coffee price list. The logic was confused, and the attitude was terrible. Having stayed in so many hotels, I've truly never seen anything like it.
I immediately called the manager, whose attitude was somewhat better. Later, the hotel manager also came with the staff member involved to apologize.
But I'm still very disappointed:
The biggest problem with this hotel is their complete lack of service awareness.
No matter how good the hardware is, with such poor software, it's impossible to have a good reputation.
I understand that working during the Spring Festival is hard, and I know the staff members are young, but shouldn't a service industry have basic politeness, quality, training, service awareness, consistent communication, and basic empathy?
Loose internal management, careless staff attitudes, pushing responsibility when problems arise, creating their own unreasonable terms, and being difficult with the elderly – this is not how a proper hotel should operate. I do not recommend it, especially for those driving and traveling with elderly family members. Be cautious! Don't ruin the holiday for yourself and your family!
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