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“Great Service, Great Hotel!”

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Sofitel Xian on Renmin Square
Ranked #7 of 2,653 Hotels in Xi'an
Certificate of Excellence
Reviewed October 4, 2013

This Sofitel in Xi'an was the best hotel I stayed in in China. My friend and I had booked the hotel based on trip advisor and followed the recommendations given by previous guests. Upon checking we decided to take the upgrade offered to us and we were happy we did. The upgrade entitled us to free breakfast and free use of the executive lounge. Although we were staying in the west wing, we went over to the east-side for breakfast as the restaurant was bigger and the choice for breakfast was much greater. The American style breakfast on offer was great-hash browns, eggs, fruits, and baked beans. we were very pleased with breakfast. The executive lounge as well on the 11th floor of the east wing was very good, and the ladies who worked there were very friendly and courteous (especially Annie!), the lounge also offered free soft drinks and food. Definitely found the upgrade value for money. We found the hotel to be well designed and did not mind walking between wings of the hotel as it allowed us to enjoy the garden and architecture of the grand theatre. Our twin room in the west wing was very large, with walking closet and large bathroom with a separate bath and shower. House keeping were very good and the hotel was spotless. We also had newspapers delivered. After reading some reviews about the underground tunnel that links the two wings together being somewhat 'creepy', we were pleasantly surprised to find that it was well lit and full of artwork, and although the artwork was extremely over priced, it was very interesting to spend 15 minutes just looking at the different pieces.We also used the swimming pool. Swimming pools in China do not seem to be heated, so we did find the pool too cold to swim more than twenty minutes, but there was a jacuzzi there to warm us in. The only negative is that the changing rooms for the pool were tiny and only a curtain protected your modesty! After reading a previous review about one guests experience with taking a taxi from the hotel, we did not take any taxis, but the hotel is well situated to walking within the city walls in Xi'an. The Sofitel here was really nice, but Xi'an itself was heavily polluted and full of people, completely not what we had expected for such an ancient city. We had booked all our tours for Xi'an privately through an independent company run by Kathy, which I had found on trip advisor. Kathy did not lead us on the tour herself, but rang us everyday to make sure everything was going ok. We booked 2 days with her and found her to be very organised and friendly. On the first day we went to the Terracotta warriors and big Wild Goose Pagoda. Our tour guide for the day was Fang, she was very knowledgeable and spoke excellent English. Really enjoyed this day and lunch was included in the price of the tour. Our group was very small, which was great, just us and a lovely Australian couple. The second day a driver drove us to Hur mountain, about 120Km outside Xi'an (even here the pollution was so bad you could not even see the mountain when standing at the base of it!). Definitely worth a visit, but be prepared for a climb! Overall, really enjoyed our stay at the Sofitel, and found all staff members to be very friendly. Ate at two of the restaurants on site, Koi and the Moroccan place-very nice. Also would recommend Kathy for organising small, reasonably priced tours. But not so keen on Xi'an.

  • Stayed: October 2013, traveled with friends
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1  Thank Kimr1312
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SofitelXian, Manager at Sofitel Xian on Renmin Square, responded to this reviewResponded October 6, 2013

Dear guest,

We very much appreciate your comments regarding your stay at the Sofitel Xian on Renmin Square. It is always a pleasure to receive positive feedback.

I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.

Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.

Sincerely,

Sofitel Xi'an on Renmin Square

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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769 - 775 of 2,360 reviews

Reviewed October 4, 2013

First my agent told me there is no room at this hotel, I freaked out! Because I made bookings 2 months ago! At the end, we got 3 suits for 7 of us. When we walked in, we just sank in the beautiful room... because we just walked all day at Terra Cotta soldiers and Xi'An muslim streets. Breakfast - out of this world! The selections, presentations. A ++++.

Room Tip: The suits are really nice. Huge bathrooms!
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  • Stayed: November 2012, traveled with friends
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Thank Xiaolio
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SofitelXian, Manager at Sofitel Xian on Renmin Square, responded to this reviewResponded October 6, 2013

Dear guest,

Thank you very much indeed for taking time to provide us your comments following your recent stay with us.We were very pleased to hear that you enjoyed your stay and that the facilities and services of the hotel lived up to your expectation.

Once again we thank you for sharing with us your experience, and we look forward to welcome you again in the near future.

Your sincerely,

Sofitel Xi'an on Renmin Square

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 4, 2013

  • Stayed: October 2013, traveled as a couple
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Review collected in partnership with Accorhotels.com
Thank Mike H
This review is the subjective opinion of an individual traveler and not of TripAdvisor LLC nor of its partners.
SofitelXian, Manager at Sofitel Xian on Renmin Square, responded to this reviewResponded October 4, 2013

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC nor of its partners.
Reviewed October 2, 2013

Huge, ultra-modern hotel in a complex consisting of refurbished old (1950s?) buildings and this hotel. All seem to be under Accor hotel ownership as the others include a Mercure, a Grand Mercure and a convention centre.

The hotel has two wings, east and west. Breakfast is only served in one so if you are in the other then you face a five minute walk either outside or in a subterranean tunnel to get to and then from breakfast.

To make this worse the breakfast area cannot handle the peak-time load so you may then, as we did, face a 10-20 minute wait if you arrive for breakfast at 8 am (Though when we left breakfast at 9 there was still a queue on our first day)

The rooms themselves are well equipped but poorly designed: -
- The toilet is within the bathroom but behind a pointless clear glass door the clashes with the main bathroom door;
- Our room was L-shaped and the space was really inconvenient to use although we were told this was an upgrade to a junior suite;
- Lighting switches all seem to be individual - we could find no master switch to put them out at night;
- No clear marking outside lifts for which way to go for the different room numbers. The numbering is hidden behind a decorative screen across from the lift doors;
- Room numbers outside rooms hard to read due to poor design of the script used and that they face away from the direction of approach;
- Corridors with very poor lighting

To be clear, we would definitely not stay here again.

Room Tip: If you really want to stay here then at least make certain your room is in the East Tower or whereve...
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  • Stayed: September 2013, traveled as a couple
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1  Thank Aitku
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SofitelXian, Manager at Sofitel Xian on Renmin Square, responded to this reviewResponded October 4, 2013

Dear guest,

Thank you for taking the time to tell us about your experience at the Sofitel Xian on Renmin Square. I am sorry that your experience did not meet your expectations.

At Sofitel, we strive to provide a superior service experience for every customer; therefore your feedback is very important to us. Please rest assured that we have brought this to the attention of the relevant departments.

We appreciate your sharing your concerns, and it is our hope that you will give us the opportunity to better serve you in the near future.

Your sincerely,

Sofitel Xi'an on Renmin Square

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 2, 2013

We booked 2 deluxe rooms at this hotel thru Accor and paid in advance. When we checked in, the lady at reception offered us an upgrade with "special rate" for junior suite room. We declined her offer since we thought we didn't need a big & more luxury room to stay. We would be out of the hotel most of the time anyway. Thank Goodness we did that! The truth was the hotel did not have more deluxe rooms for us, they were all occupied and so we got those junior suite rooms, yes two of them, FOR FREE. It was smart move from the reception to offer us upgrade with extra money, but shouldn't it be automatically granted to us for free ? I wondered if we took her offer, it would be our total loss. The rooms were of course spacious with separate living room, big bathroom and extra powder room, we enjoyed it. But for those who have this kind of offer, just beware, you can save $$ for something that you are supposed to have in the first place.

  • Stayed: July 2013, traveled with family
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Thank cheerful71
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SofitelXian, Manager at Sofitel Xian on Renmin Square, responded to this reviewResponded October 4, 2013

Dear guest,

Thank you for choosing to stay with us at Sofitel Xi'an on your recent visit to the city and for taking the time to share your experience with us.

At Sofitel, we strive to provide superior levels of service to all guests; therefore your feedback is very important to us and we thank you again for providing it. As the result of your advice, we will retrain and remind our ambassadors in front desk that the guest satisfaction is always the priority.

Yours sincerely,

Sofitel Xi'an on Renmin Square

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed October 1, 2013

In comparison to five other 5* Star Hotel we stayed at during our recent tour of China, The Sofitel in Xi'An proved to be the ONLY one which merited its 5* Star rating. From arrival to departure, we were made welcome and special (by the hotel's friendly team of staff) despite the fact that the hotel is huge and has different 'buildings'.
The hotel's location is also terrific - located within easy walking distance to an array of different shops (and shopping malls), restaurants and even a local 'night street market'.
All in all, a 'perfect' hotel (with modern guest accommodation - although a slightly 'too hard' bed) from where to explore this lovely city (with just as lovely people)! Enjoy!!

  • Stayed: September 2013, traveled as a couple
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Thank H1CAJ
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SofitelXian, Manager at Sofitel Xian on Renmin Square, responded to this reviewResponded October 4, 2013

Dear guest,

We very much appreciate your comments regarding your stay at the Sofitel Xian on Renmin Square. It is always a pleasure to receive positive feedback.

I will share your comments with our team. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.

Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.

Sincerely,

Sofitel Xi'an on Renmin Square

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed September 28, 2013

The hotel is very nice - awesome facilities, large room, friendly staff, excellent atmosphere in the hotel. However....we had a bad experience with the concierge!

We made a reservation through the hotel concierge for a taxi but it was late coming. The concierge informed us that the taxi company was not responding to their phone calls so we were advised to follow a concierge staff to the front gate of the hotel and that their staff would assist us in getting a taxi. We felt that this is an uncommon practice for a 5 star luxury hotel because we would expect a taxi to be brought to us.

At the front gate, it appeared that the hotel staff had told the waiting taxi drivers where our intended destination was, because one of the drivers approached us and said that he would take us to the venue for a price of 40RMB. Thinking that the hotel staff had negotiated with the taxi drivers, we agreed and followed the taxi driver into his car. The hotel staff showed no sign of disapproval nor advised us against this decision.

On the way to our destination, our taxi was 'hijacked' by 3 men from an unmarked white van. They identified themselves as the 'China Transportation Police' but the way they behaved and questioned us made us doubt who they were. I was being filmed while one of the men interrogated me in an intimidating manner. I was then asked to sign a document written in Chinese, and they ignored my repeated requests to call my hotel of residence. They were shouting to me in Mandarin because I look ethnically Chinese. But when I said I was Malaysian and my friend was English, they immediately backed away and left us (taking the taxi driver and his vehicle away).

We were very traumatised. We managed to get the hotel to come and pick us up with some help from a nearby shop. The concierge staff who picked us up handled the situation very well. He was understanding and professional but he was not able to deal with our complaint.

Arriving back at the hotel, all the staff who assisted us were very professional, sympathetic and understanding. However, we felt that they have not been given the right level of authority to be more accommodating and provide the best level of service that the hotel could offer. We expected an apology on immediate arrival back at the hotel because an incompetent staff of theirs had put us at risk; a free dinner meal as we could not enjoy the dinner banquet as planned; complimentary transport service on the following day to ensure our safety. But we experienced none of these things. We asked to see the General Manager but to no avail. The hotel also didn't take up our repeated offer in identifying the taxi driver on their CCTV.

The best that Sofitel could offer was some free drinks with snacks and a discounted rate of using the hotel's transportation for our next day's travel.

Overall, we were unsatisfied with our stay at Sofitel, mainly due to fact that the hotel put us in harm’s way. We received no formal apology from the hotel until the following morning when we checked out. We felt that we were not well taken care of by a luxury hotel such as this one at the time of the incident. The level of service that we experienced here, in particular responding to this incident, is highly disappointing. The effort that was put in to accommodate the needs of their guests, especially after such an ordeal, was insufficient and not proactive.

We seriously hope that this incident has raised the hotel’s awareness re: the lack of training in their concierge department, and they have taken appropriate steps to improve their services to their guests in order to ensure a pleasant stay at the hotel.

We have written a formal letter to the General Manager.

  • Stayed: September 2013, traveled with friends
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1  Thank heids-dee-doo-dee
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
SofitelXian, Manager at Sofitel Xian on Renmin Square, responded to this reviewResponded October 6, 2013

Dear guest,

Thank you very much indeed for taking the time to feedback following your recent stay with us. We sincere apologies for what must have been a very disappointing experience with the transportation. I can well understand how it would have given you a bad impression.

The hotel has always seeks to provide quality standards to our guests, we appreciate you bringing this to our attention again as it is very useful to help us maintain our service quality and standards and guide us as to where we are not quite getting it right. As the result of your feedback before your departure, all the sections involved were already counseled to see how to act for the improvement.

Once again, please accept our profound apologies for the discomforts, and reassured by our efforts to improve. We hope you had a good trip to your next destination and that we will have the pleasure of having you stay here on your next visit to Xi’an, China. It will be our pleasure to assist you to restore your faith in our services.

Your sincerely,

Sofitel Xi'an on Renmin Square

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Sofitel Xian on Renmin Square

Address: No.319 Dongxin Street, Xincheng District, Xi'an 710004, China
Phone Number:
Location: China > Shaanxi > Xi'an
Amenities:
Bar / Lounge Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities (Kid / Family Friendly) Kitchenette Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#4 Business Hotel in Xi'an
#4 Family Hotel in Xi'an
#5 Romantic Hotel in Xi'an
#7 Luxury Hotel in Xi'an
#34 Best Value Hotel in Xi'an
Price Range: $90 - $122 (Based on Average Rates for a Standard Room)
Hotel Class:5 star — Sofitel Xian on Renmin Square 5*
Number of rooms: 414
Official Description (provided by the hotel):
The majestic Sofitel Xian On Renmin Square locates right in the heart of its walled city. It is in the hotel complex of beautifully landscaped gardens stand a series of historical buildings of Sino-Russian architecture echoing more than 50 years of history. The 414 spacious guestrooms equipped with ultra-modern conveniences - the exclusive Sofitel's MY BED, rainforest shower, complimentary wireless Internet access. For the busy executive traveller requiring extra efficiency, the Club Sofitel has 56 rooms and suites with upgraded facilities, services and exclusive benefits. Azur delights with fresh, savory Mediterranean dishes and European specialties. At the Casablanca, experience authentic Moroccan dishes. Koi, our Japanese Restaurant is the very best in Japanese cuisine with an elegant atmosphere. Le Chinois is the most prestigious Cantonese restaurant in the city. Bar Bambu is the lobby bar with romantic live music, and you can also enjoy the international music our Habana Club of finest wine and cigars. ... more   less 
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Also Known As:
Sofitel Xian On Renmin Square Hotel Xi`An
Sofitel Xi An
Accor Xi An
Xi'an Sofitel
Sofitel Xian On Renmin Square China/Shaanxi

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