Sheraton Harbin Xiangfang Hotel — Hotel in Harbin

We were quite pleased with the overall great services at Sheraton Harbin XiangFang Hotel during our 4 nights stay (April 29 to May 02). The hotel is at a pretty convenient location which is adjacent to shopping center with supermarkets and many restaurants near-by. ||||The check-in process was efficient with details provided to customers in quick pace. The bell service was doing a good job in helping customers with their luggage. Great thanks to Nick Wang and all the bell staff for doing a magnificent job and provided a good initial image of the hotel.||||Another amazing job was done by the housekeeping crew (Yeung and Yu). They did perfect job in maintaining our room (Room #1928) always in excellent conditions and they never missed any replenishment of supplies. Also they had left a post card daily on the table with good wordings which provided warm feelings to hotel guests. Very appreciated for their great effort.||||Only complaint was in the restaurant area. The quality of food and service for the breakfast were below par and needed more attention. Servers usually wandering around and pretended not seeing the dishes on the table. Sometimes they even ignored the customers for their need of services. It seems better management care is required at the restaurant.||We then headed to Executive Lounge for breakfast after day one. The feeling was totally different. Despite the food selection is not as much as the restaurant. Their service was excellent and the staff was sincere and professional. They tried very hard to answer questions from the hotel guests and provided us good information for our trip planning. Special thanks to Lena Liu, Bonnie Shang for their outstanding job at the executive lounge.||||||Overall I am still very impressed about this hotel for their superior customer service despite the need of management attention at the restaurant. ||||Sincerely...

This is one of the most poorly-managed large-chain hotels we have encountered in a decade and a half of traveling in China. It was an exhausting and dispiriting experience from start to finish; not something we expected to encounter in a Sheraton. First, after having booked a non-smoking room, we were taken to a room that stank of cigarettes, and had to request a transfer. Both rooms were extremely hot and stuffy -- a problem we assumed could be fixed by turning on the AC on the wall and adjusting the temperature. The room only got hotter, and we were informed that the temperature is centrally controlled and that at this time of year the AC only dispenses hot air. (These conversations were held in Chinese; the halting English of the staff made that the faster option.) A sleepless sweaty night and a few bad staff encounters later (an old AC fan that turned out not to work was delivered to our room, flashing a light that read, "Out of water;" when we called again for help, a woman stomped upstairs, shoved open one of the windows, said, "You can't adjust the temperature," and stomped out), we decided to look for another hotel in Harbin and cancelled our second night's stay. The response of the assistant manager, Zoe Zhao/ Zhao Huiyuan, was what clinched this decision. She blandly told us that hot rooms were what we had to expect on a high floor in springtime, and did not bother to apologize for what we told her had been a sleepless night. She did offer to put us on a lower, smoking floor, but by this time we...

This is the worst SPG hotel I have ever stayed. Staff were not professionally trained, not even reached average level. Housekeeping staff entered into my room without knocking the door. I couldn’t turn off my room ceiling light so engineer came to fix it at 12:30am. I went to have breakfast at 9am and they said they finished at 10:30am. But I looked around most of the containers were empty. No staff came to ask you if you like coffee or tea. Guest was smoking the restaurant and staff didn’t even notice or try to stop until I told them. They didn’t collect empty plates while there were only less than 10 table guests. Maybe it’s alteady too busy for them. The worst happened to me was I left my home and office keys in the room then I headed to a biz meeting at 12:30pm, and stayed in Harbin till 8pm. No one from hotel even called me to inform me that. I could just go back to pick them up while I was in Harbin. They delivered it by SF Express and asked me to pay for it, which is fine. I understand the hotel was not trying to do anything to make it up. I left my passport in St Regis Shenzhen three years ago. The concierge staff just immediately took the taxi and sent it to train station. I couldn’t thank them enough. Unfortunately it’s a totally opposite situation in this hotel. Now I paid two nights of hotel in my city because their staff don’t have a basic sense. That’s a joke that SPG has this kind of hotel under their brand. Thank you,...