First off, I chose the Sheraton Xian mainly because I'm a gold SPG member and I'm a points junkie and wanted free internet! Our room was super reasonable when booked back in the US for roughly $120 a night so how could we go wrong. Well, we arrived to Xian just a day after landing in Shanghai, exhausted and jet lagged. We arrived at the requisite afternoon check-in time only to find the place dimly lit and both staff and customers frantically pacing around. The check-in took a bit but I came with a large party so it's understandable. I later find out that power to the hotel and the surrounding area was blacked out until 6pm. Construction and power outages in the middle of the day, welcome to China! The hotel as I found out was running on generators and only basic power was available, hence the frantic customers!
We finally got to our rooms and to our dismay the rooms that we were assigned had not been cleaned out! Without power, a clean room, no shower and jet-lagged, we were in quite a bad mood to say the least! I stormed downstairs ready to raise hell and before I could chew off a few ears, in stepped Ms. Sophie He (don't recall her title but I believe she was the manager/dept head) and she apologized for the inconvenience and offered us the first clean room which happened to be on the executive level. To top that off, she had a nice fruit platter sent to our room. Certainly, this gesture didn't cost the hotel big $$$'s but the attention to customer service won us over. There is definitely something to be said about customer service in the travel industry. The airline industry should learn a thing or two about handling customer complaints. I certainly will be staying loyal to Sheraton and SPG for all future bookings.
Now back to the room itself. We got a spacious king bed that was heavenly!! The room was super spacious and had a relaxing couch and sitting area. Internet access was a bit slow but probably because multiple people were leaching onto the free wifi in the neighboring areas. The bathrooms were immaculate and the towels were unbelievable soft (must have OD'd on fabric softener). My son stayed wrapped in his towel for the longest time!
All in all, this could have been a 2-3 star rating that was converted to a 5 star rating all by the stellar customer service of an already great property. We'll definitely come back again!
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- Also Known As:
- Sheraton Xi'An Hotel China/Shaanxi
- Xi An Sheraton