Renaissance Xi'an Hotel — Hotel in Xi'an

The service quality is poor, one of the worst I've ever seen. I have spoken to all level of staff in that hotel, including manager, director and GM. All of them don't look professional and sincere enough to handle even minor customer complain. Of course, they have said sorry, but you just can't sense any sincere from there. ||To be fair, the hotel is newly decorated and the overall design looks fashionable. The location is not ideal, far from Subway (20 mins walking distance), which is a very important transport method given the bad traffic condition in Xian. Also the surrounding is heavily under construction, better avoid if you are a light sleeper.||Some details:||1) I booked a king bed room, as a benefit to platinum member, they 'upgrade' me to a room with double beds... I guess that's because the 'executive double bed' is one level upper than the room I booked. Anyway this is ridiculous.||2) The staff at front desk who handled my check in gave me no feeling of 'welcome' at all. My feeling was she simply wanted to handle everything as quickly as possible and sent me away in the most efficient way... ||3) There was no check for COVID19 related QR code and body temperture. I strongly suspect this was seriously against goverment policy and as a custoemr, I didn't feel safety was honored in anyway.||4) There was no 'welcome fruit' at all. To be honest, I didn't feel my membership and loyalty was honored in any way during my whole stay.||5) There was no re-fill for coffee and tea on the second day. Even my room was cleaned by staff as expected||6) There was no one helped assign table in cafeteria on the first morning||7) On the second morning of my stay, the staff at cafeteria told me my room didn't include breakfast. And she said that in a very cold way. However, I just had breakfast one day ago on the first morning... When she figured out, she just waived her hand to allow me to come in. There was even no 'sorry'...||8) I asked to speak to the director of dinning because 7) really ruined my mood of the day. The response I got was the director was too busy to see me... ||9) I had to request to speak to GM. Then the dinning director Mr Xiong showed up. But he didn't agree to give me contact of the GM. He said something nonsense, pat me on my shoulder and went away. This was extremely unprofessional and I personally felt insulted by his behavior.||10) The GM of the hotel told me all I encountered were just rare cases in her hotel. This was amazing hard to believe. I personally believe what caused all those is just the failure of management system. During our talk, the GM asked me several times what do I want as a compensate. She could be a good 'manager', by following all the rules and routines. But I didn't think she really treated customer's experience seriously. And this could be the exact reason leading to all...

I stayed in this hotel for 7 nights in room 1911.||The room was large and very comfortable. The main room had a desk, sofa, large king size bed, lots of storage drawers and wardrobes, mini-bar, iron, safe, tea/coffee making facilities. The bed was very comfortable. The tea/coffee was not replenished every day.||The bathroom was entered through two separate sliding doors from the main room. It comprised a bath, separate shower and separate WC. Included in the toiletries were toothbrush/paste, shaving kit and moisturizer cream. The shower had large bottles of shower gel, shampoo and conditioner. The bathroom also contained digital scales. The bathroom mirror just behind the wash basin was very easy to splash - I spent much time wiping down the water droplets because I disliked leaving the mirror spotty from dried water! Hope the chambermaids appreciated it.||Each day, up to 4 bottles of water were supplied.||Wifi worked well.||There were 2 minor annoyances in the room. One of the wardrobes doors did not close completely, being ajar about 75mm. Surprisingly, this was not fixed during my stay but must have been noticed by the cleaning staff before and during my stay. The second annoyance was inadequate soundproofing from stomping footsteps. Contrary to my expectations, although the room had a connecting door, the noise of foot pounding seemed to come from overhead rather than adjacent rooms. I am a light sleeper and easily disturbed. Consequently, even wearing ear plugs, I was frequently disturbed at many different hours of the night by the stomping of feet. The floor of my room had carpet around the bed but the rest was not carpeted. This does not seem to be sufficient to deaden the sounds of feet.||I ate only in the all-day studio for breakfast which opens at 0630 every day. This was excellent, with a wide choice of western and Chinese food, hot and cold. There are other restaurants at the hotel which looked good.||The hotel staff were always polite and many spoke good English. I was impressed by the security protocol used by the room cleaners. One day I returned to my room just when cleaning was completed and the door was open. The chambermaid insisted on checking my room key worked for that room.||The hotel is located an easy 25 minute walk from the Grand Tang Mall, which I walked to 3 times. The Mall is by the Daci’en Temple (also known as the Big Wild Goose Pagoda). The Xi’an Qujiang International Convention Center is next door to the hotel. The airport is about 40-45 minutes away by car.||I had a very comfortable stay in the hotel and would certainly return to it in the future. I give it 4 stars rather than 5, partly because of the wardrobe door but mainly because of the stomping of feet problem. I place a high priority on...

I stayed in this hotel with a friend back in last December. Interior design was contemporary, but had demonstrated a certain level of wear and tear after just two years of usage. The rooms' design followed the latest Renaissance standard, being modern yet comfortable. It's not Ritz-Carlton level luxurious, but it's quite good for a budget five star offering. A great feature in my Executive Room was the illy capsule coffee machines, yet the capsules were near their best before dates. A quick call solved the issue. Happy Hour at the Club Lounge was quite good, so was breakfast. However, breakfast downstairs at Food Studio can be quite a bit crowded and lacking in personal services. If you are a Platinum Elite and above status holder or booked on Club rooms, it's better to stay in the lounge for breakfast. Service was great and proactive, and the Front Desk manager who did our check-in was professional and friendly. I would visit this property again if the prices are right, just like...