Sheraton Xi'an North City Hotel

We stayed recently at the Sheraton North City hotel in X'ian for three nights. Had a disastrous first evening at the hotel! We had booked a Club suite. During check in the front desk upgraded us to an enormous suite with a sitting room, dinning room with table, and a full size kitchen. The unfortunate part about the nice suite was the air conditioner. It did not work, the room was warm and humid. I turned the thermostat to maximum cooling, but after 2 hours the condition in the room did not change. I called the front desk, and asked them to give me the original suite that I booked. Unfortunately when we entered the new suite, it also felt warm and humid. I called housekeeping about the problem, and they brought a portable cooling unit to the room, and also turned the thermostat to maximum. They said the temperature will drop in a few hours. So we went to the exec lounge for happy hour and went into the city for evening sight-seeing. We returned at about 10:30pm and found the room still warm and humid. The temperature had not dropped at all. I called the front desk and asked to speak to the duty manager. The front desk called back to say she was busy dealing with another guest issue and would call me back soon. Ms. Lau call back in about half hour, we described my experience with the room air conditioner(s) to this point. She apologized for our predicament and said she would send someone to our room with the keys to another suite with a functioning air conditioner. Luckily since we had not unpacked, it was not too troublesome to move to another room. The third suite's air conditioner works and the temperature felt comfortable. But when we tried to take a shower before bed, we found there was no cold water coming from the faucet or shower. So I called the front desk (at about midnight) and requested the manager come to our room. She came to our room with a collegue. I asked them to check the faucets and shower to confirm there was no cold water. She called housekeeping from our room, and then told us they cannot fix the problem during the night. She offered a temporarily solution, by providing us the key to an empty room on the same floor, so we can shower and go to sleep. In the meantime, she would find us a suite overnight with working air conditioner and water, and we can move to that room in the morning. At almost 1am in the morning, that was no other choice but to accept. We showered and finally got to sleep about 2am. Epilogue - The suite provided to us in the morning was fully functional! Through all my years of travelling all over the globe, this is the first time I changed rooms at a five star hotel so many times in one afternoon/evening.

Stayed at the Sheraton Xi’an for 3 nights in June 2025. I booked this hotel at the end of my trip as a sort of “dessert”. For a Sheraton, the price was very reasonable, and for the most part the hotel lived up to the Sheraton name. The room was classy and well-kept, and the bathroom was clean and offered various amenities. It was also located right next to a Metro exit, and the station itself was on a central line leading right to the city centre (the Bell Tower). However, I was honestly a bit disappointed with my overall experience as there were many small things which, while only minor inconveniences in themselves, added up to dampen my impression somewhat. There was no light in the cabinet, which made it difficult to see instructions for unlocking the safe. I eventually jammed it and had to request a technician to help fix it, though admittedly the technician came quite fast (only 20 minutes?). The WiFi login details were complicated and WiFi was overall spotty. The water pressure in the bathroom was low. The door sometimes didn’t fully shut, and even the elevator buttons were spotty. Overall, despite the brand name and general upkeep of the place, I still preferred the less well-known local hotel that I stayed in Xi’an during the same trip, and felt I had less problems than a 4-star hotel I stayed in Luoyang. Nonetheless, it was still a reasonably good hotel, and these are admittedly minor faults, so perhaps I was just unlucky during my stay. Still, I don’t think I could give it a full 5 rating that I initially expected to give.

Mr. Wang was polite, warm, and incredibly helpful. Noticing I was under a lot of pressure, he proactively offered his assistance and continued to follow up even after I left China until the issue was fully resolved. I am deeply grateful for his help; he truly made my trip to China a wonderful memory.