Sheraton Xian North City Hotel

Unclaimed

Enjoyed the stay at the hotel. They were most accommodative of us when we need to find a space to chill out while waiting for midnight flight. Location is great, just 4 metro stops away from key sights in City

Rooms very big and clean. Gave free slippers. Shower and toilet bowl are separated which is good for me ? Service was good as they had free buffet and supper. Location is ok as it is beside the train station but it is not very close to the airport.

Service is good. But I'm not sure if the staff speaks good English or if they can understand good English because I speak Chinese. When I called reception from the room, they are not able to recommend massage nearby, asked me to search online myself :( No inhouse spa in the hotel. Only swimming pool and 24hr gym if I didn't remember wrongly. But just across the street there are two massage palor. I only had 2 nights here. No time to explore nearby and I was ferried around in car. Not sure how convenient it is to train stations etc. Breakfast is international. Good variety. Once you booked with breakfast, you are not able to cancel. But they are able to pack for you depending on the check out timing. We had muffins and pastries, a hardboiled egg, yogurt and an apple packed for us. Had to go down personally to concierge at lobby and they were able to walk me out of the hotel and point to the massage palor just directly opposite the hotel.

Overall was good. I love the location and accessibility of the hotel. However, I feel that the hotel is showing signs of age and also gives a dated feel. I also think that the customer service level can be improved as I had spent a long time just on the check in process and I had also asked to have my room card extended throughout the 3 nights (I had made 3 separate bookings) but I landed up having to go to the reception every day to update my room card.

While the rooms show some age (though they retain a classic charm), what truly stood out was the exceptional service from Jennifer. After a front desk error caused inconvenience during checkout, Jennifer stepped in with swift action, genuine care, and flawless resolution, turning a potential negative experience into a highly positive one. Her follow-up and professionalism set a gold standard for hospitality. Kudos to her for embodying true guest-centric service!