We stayed here in December for two nights our first time in China. We came from Beijing by bullet train, which was great. We had written to the hotel by email telling them when we would arrive and would they send a car to pick us up, they simply didn't reply in spite of us writing three days before arrival. On arrival at the station we took a taxi or rather two taxis both of which had no idea where to go in spite of us showing them our booking confirmation slips. A friendly policeman somehow understood a little English and directed him. A large sign of the Hilton and perhaps a map showing its within the old wall might have made it easier. We did show him the Hilton logo and that definitely helped. On arrival the staff were wonderful, friendly and helpful. We had booked the executive club, this was rather disappointing, very ordinary and it seemed often not enough.
Our teenage boys felt like something other than Chinese food so the friendly lady suggested a pizzeria a short walk from the hotel called Johnny's well we couldn't find anything remotely resembling a pizzeria called anything. Make sure you get some really clear instructions if you need to go anywhere because just about nothing is written in anything other than Chinese. We ended up going back to the hotel and ordering a pizza in the restaurant downstairs. This was honestly not a great pizza and we had to eat there again the next evening as we couldn't find another restaurant and all stop serving food at about 9. The food wasn't great, although the samosa's I ordered were rather good snacks.
The location of this hotel is great. The rooms were very nice and comfortable.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Greetings from Hilton Xian and the ancient city!
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I noticed that through your comments, we have not entirely met your expectations, in particular with the pre-arrival experience.
I sincerely apologize for the inconvenience and will personally talk to our Reservation Manager and Front Office Manager and have both of them focusing on the service follow up and improvement in the future.
Thank you for taking the time to share your experience at the Hilton Xian. This is only through guests' comments like yours that we are able to improve and maintain the Hilton service standards and quality.
We hope to have the opportunity to welcome you again at the Hilton Xian and remain your hospitality choice in Xian.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.