"I had high expectations for the Grand Hyatt Xi'an, but unfortunately our stay did not live up to its five-star reputation.
The hotel itself is beautiful and impressive in size, but that's where the "grand" experience ended for us. We booked two rooms, and the air conditioning in one of them did not work. We reported the problem, but it was never fixed during our stay.
Our late-night check-in was disappointing. The front desk agent did not explain the hotel amenities, breakfast, or lounge access, and did not tell us about the security deposit. Instead, my credit card was charged for the full amount of both rooms again, even though the stay had already been prepaid, creating unnecessary confusion.
The Executive Lounge was also underwhelming, with a very limited food and beverage selection that did not meet the standards I expect from a Grand Hyatt.
For a luxury hotel, service should be exceptional, but it simply wasn't. While the building is attractive and the rooms are spacious, the overall guest experience did not justify the price or the five-star rating. There are better values in Xi'an, and based on our experience, I would choose another hotel on my next visit."
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