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Reviewed 29 June 2015

The actual rooms and hotel amenities are fine, but the front desk and restaurant service are very lacking. The servers in the restaurants interact with guests like they wish they were anywhere but there. The front desk attendants are robotic and totally incompetent. It took 1/2 hour to check in and another 1/2 hour to check out, the latter because we charged meal expenses for two rooms to one room number, which caused massive confusion. It then took another 20 minutes on check out to get the name and contact info of the manager of the hotel. The check-out clerk had to wait for another clerk to get off a phone before she could initiate the search for the manager's name and contact info (even though there were other several other unused phones available). It then took several phone calls to get the info. Finally, after she wrote down the name and contact info, she had to double check with another clerk at the front dest before handing it over. Also, if you expect the staff to speak fairly good English, you will be sorely disappointed. Oh, one more thing, be careful if you go to the pool. To get from the gym area to the pool there is a deceptive drop in the walkway into a shallow pool of water. If you aren't looking down, you can easily fall. Tried to ask the staff why it was there, but nobody understood enough English to answer.

  • Stayed: June 2015, travelled with family
    • Location
    • Sleep Quality
    • Service
Thank gosti2014
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SofitelXian, General Manager at Sofitel Xian on Renmin Square, responded to this reviewResponded 30 June 2015

Dear gosti2014,

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; please allow me to express my sincerest apologies.

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 are taking the appropriate measures to address the problem and prevent future occurrence.

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.

Sincerely,

Rudy Rodas
General Manager
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 24 June 2015

The hotel is beautiful and the Jr. Suite was the size of a regular suite in many chain hotels. The breakfast buffet of Chinese, Japanese and Western offerings were excellent. When we asked the reception staff for anything, they were on it in a flash.

  • Stayed: June 2015, travelled as a couple
    • Value
    • Location
    • Service
1  Thank Russ R
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SofitelXian, General Manager at Sofitel Xian on Renmin Square, responded to this reviewResponded 25 June 2015

Dear Russ R,

Thank you very much indeed for taking time to provide us your comments following your recent stay with us.

I was very pleased to hear that you enjoyed your stay and that the facilities and services of the hotel lived up to your expectation. This is certainly what we strive to achieve but I am grateful to you for letting us know that on this occasion we made it.

Thank you again for sharing your experience and we look forward to welcoming you back in near future.

Your sincerely,

Rudy Rodas
General Manager
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 22 June 2015 via mobile

This hotel was not really bad but not really good. They tried to up sell us when we checked in, which is annoying. We stayed in the West wing and had to walk to a different building,the East wing for breakfast. It looks ready for a remodel. Best thing was breakfast, which was very good.

Stayed: June 2015, travelled as a couple
Thank JustRetired2013
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SofitelXian, General Manager at Sofitel Xian on Renmin Square, responded to this reviewResponded 25 June 2015

Dear JustRetired2013,

Thank you very much indeed for taking time to provide us your comments following your recent stay with us.

I was very pleased to hear that you enjoyed your stay and the breakfast. This is certainly what we strive to achieve but I am grateful to you for letting us know that on this occasion we made it.

At the meantime, I was concerned to learn that you found the upselling annoying. I am truly sorry for the inconvenience because of this and we are following up now to determine how to ensure that such problem does not recur in the future.

Thank you again for sharing your experience and we look forward to welcoming you back in near future.

Your sincerely,

Rudy Rodas
General Manager
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 21 June 2015

We had booked a class better as standard room. But at checkin we had problems, because they want us to go into a very small room, with interesting furnitures. After complaining we got into another room that matched the booked room size. The room was clean and everything worked fine. Unfortunately, the room-make-up service/house keeping had a bad timing for their service. One morning they tried to make up the room at 8.35 am !
The next disappointing thing that the air conditioning was set to 23°C to 26°C by master control. Thus, you can turn the temperature adjuster as you like without any success. After complaining, they told us to fix the next day, as 23°C is much to warm for us for a good sleep. I think they did nothing. Again, we complained and then there was a technician who could not find a failure. Then there was an engineer, screwing in the false ceiling and promising to cool down the room. Again without success. The different receptionists told me that there is a legal limitation, then a general limitation. Whatever, i booked a hotel with indiviual temperature control and didnt get it, thus I have to reduce the grading to poor ! After three days of warm sleeping we left the hotel.
The hotel itself is located in a fenced in area, so often you have to walk to the main gate, if you want to leave. There are some doors to the street, but sometimes not attended by security and then you have to walk again to the main gate.
There are two wings of the Sofitel, one with all major facilities like lobby bar, gym and pool and the west wing with rooms, smoker club and restaurant. One day the restaurant was closed in west wing and we had to go over to the East wing for breaky. The breaky in west wing was not bad, western dishes, chinese and japanese things are available. The cooking station for fresh omeletts is very tiny, so if there are two persons waiting for omeletts you cannot pass to the already fried eggs and addons. The waiters are more or less friendly and helpful. If the chief waiter involves himself it tends to go wrong: asking for more milk for the coffee, he advised a waitress to bring hot soy milk - what an experience in a milk coffe.
The gym was also warm, 26 - 28 °C. It has open doors to the swimming pool area, so it is very clear that it is to hot for an extensive work out. The machine are in a good condition, a water dispenser is available and also towels.
All in all, it is not a real poor hotel, cleanliness is ok, breaky is not bad, but for me sleeping temperature is very important to have a good, recreating sleep.
At the end, I didnt understand what the problem with the AC is, but I am not going to book me in there again.

Stayed: May 2015, travelled as a couple
Thank ksg48
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SofitelXian, General Manager at Sofitel Xian on Renmin Square, responded to this reviewResponded 25 June 2015

Dear ksg48,

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; please allow me to express my sincerest apologies.

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 are taking the appropriate measures to address the problem and prevent future occurrence.

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.

Sincerely,

Rudy Rodas
General Manager
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 20 June 2015

Spent 5 nights in a club room at this fantastic hotel.
Most people seem to only spend 1 or 2 nights here as a base for the Terracotta Warriors. However, this warm and welcoming hotel is a great place for a bit of R & R from a busy sightseeing holiday. Our junior suite was spacious, quiet and well appointed. The Sofitel bedding is magnificently comfortable and provides a wonderful nights sleep.
The staff throughout this property were unfailingly helpful and friendly and really create a warm atmosphere. Special mention must be made of the hostesses in the Club Lounge who made us feel at home away from home.

  • Stayed: May 2015, travelled as a couple
    • Location
    • Cleanliness
    • Service
Thank Helen L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
SofitelXian, General Manager at Sofitel Xian on Renmin Square, responded to this reviewResponded 25 June 2015

Dear Helen L,

Thank you very much indeed for taking time to provide us your comments following your recent stay with us.

I was very pleased to hear that you enjoyed your stay and that the facilities and services of the hotel lived up to your expectation. This is certainly what we strive to achieve but I am grateful to you for letting us know that on this occasion we made it.

Thank you again for sharing your experience and we look forward to welcoming you back in near future.

Your sincerely,

Rudy Rodas
General Manager
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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