Verified
2/10 Terrible
Liz
Oct 19, 2018
Liked: Cleanliness, room comfort
Disliked: Staff & service, property conditions & facilities
We requested a ride from the airport to the hotel in advance and they did not answer our message, twice. We called a cab and couldn’t communicate where we needed to go so we called the hotel to help us and they hung up on us twice. We booked a room for two beds and a sofa bed and when we got there they said they do not have a room with a sofa bed for us and that we would have to pay extra for it. We showed them our booking and told them we will only except what we booked and they gave us 2 beds and a cot, but did not charge us extra. The room was very stuffy and hot. When we complained, they said the A/C is being repaired and sent up a small fan. We wanted to see the pandas at the Shaanxi National Reserve (which we found in their travel book in the room) and we paid for a driver to take us there. We were told it was a 2 hr trip there and back, 4 hours total but it really was 4 hours there and back 8 in total so we ended up detouring to the local zoo. Any time we needed something, no one was standing at the concierge desk. We tried several times to get the people at the desk ‘s attention and they ignored us. There was only one man who spoke English that really helped us our whole visit. We tried to book with the hotel to go to the Tang Dynasty Show, a very popular show for tourists, and they said we could not go and offered we see it in the cinema instead. Overall, we were not happy with the lack of communication and service and no air conditioning.
Liz
Stayed 3 nights in Oct 2018