Ratings based on 34 Verified Reviews
4.3 Room cleanliness
4.2 Service & staff
4.1 Room comfort
4.0 Hotel condition
Expedia Verified Reviews
by Beejan from San Diego
Not the Kempinski quality I always dreamed of
Posted 21 Jun 2016 on HotelsBooked this over Hilton, Sofitel, and a few other big name 5 stars. It was comparable in price but so many negatives.
Bad pool, bad restaurants, poor service. I was really surprised as I always thought Kempenski was at the top and I've always wanted to stay there.
So far away from the city...about 30-40 min away from everything. Ended up eating dinner at Sofitel in the city and was blown away...and pretty sad we didn't stay there.
I really have nothing good to say, it looked like a 3 star hotel over looking a dirty river. Also, indoor pool was not very clean. In addition to enforcing their swimming cap policy (I have a shaved head).
Breakfast was terrible, ingredients were lacking. Not even any decent coffee. Very disappointing.
I've lived in China over 4 years, so I am not just complaining about it.
Also...I stayed with a Chinese female friend. She called for late checkout, they told her no. (she spoke in chinese) I called back, asked the same question (in english), they said sure with no hesitation. That was pretty rude and she is still angry about it....pretty sure it was because I was not Chinese.
by A verified traveler
good value
Posted 10 Nov 2015 on HotelsGood value for a Kepinski.
The german pub was nice.
Recommended
for Everyoneby A verified traveler from Wuxi
nice installations, great staff
Posted 21 Sep 2015
Pros: The staff was very helpful. Nice arquitecture.
Cons: Bar opening hours...
Location: There is nothing to do near by. If you want to see the city attractions like the bell tower etc, thats not the hotel if you don't have a car.
Nice installations, though very far away from everything, was a bit disappointed about breakfast as I had very high expectations due to the reviews I had seen....was nice but nothing exceptional. I was in Sanya Kempinsky recently and THAT was a breakfast buffet. The bar closes at 10pm!!!!!, which was unexpected too when we went for a night cap at 10:05. All in all, nice.
by A verified traveler
Very nice hotel for the price!
Posted 4 Aug 2015 on HotelsThis hotel is a little bit out of the way from the city, but it was very convenient to go to see the Terracotta soldiers museum. The hotel and the grounds are beautiful. The room was big and the pool was great for the kids. They had a decent breakfast buffet included in the room rate. The only thing that was a downer was that the fridge in the room did not work and that the carpet was dirty. Otherwise our stay in this hotel was perfect!
Comment from Hotel Management
11 Aug 2015 by Ita Tong, Hotel Management
Dear guest,
Thank you very much for taking the time sharing the experiences of your recent visit to our property.
I am very pleased to learn that the Kempinski Hotel Xi'an team was not only able to meet but even exceed your expectations on numerous occasions. Please rest assured that your compliments will be shared with the entire team. I am very grateful for your constructive points of enhancements, your recommendations and observations will be shared with the respective department heads to improve our services even further.
We are looking forward to welcoming you back to Xi'an in the not too distant future.
With best regards
Recommended
for Everyoneby A verified traveler
Nice hotel out of the busy centre
Posted 2 May 2015In general, it was quite a good and relaxing stay. Lobby's beautiful and smells good. Hotel lounge is nice and peaceful. Western food is ok and food was served warm as per my request. In-door dining was ok as well. I asked for breakfast and they forgot to include a glass of orange juice and when I mentioned that to them through the phone, they gave me two glasses and apologised. Check in was ok. Staff told me that my room has not been organised so I had an upgrade and stayed in the executive lounge. Although the room doesn't really feel like it but it's comfortable enough. The room had quite some tricky switches for the lights and some are apparently not working. It shouldn't generally be like it and should be easy for guests and not be like a guessing game. For my first dinner, I didn't want to eat in my room but the staff pushed it a bit and even offered to bring a table but I was firm and said no. Their western cafe was closed then maybe because there weren't a lot of hotel clients. So they just offered to bring the food to the lounge which eased my disappointment. I felt like not all staff greet you when they see you or is it the culture of the host country? Probably. But I think being a 5 star hotel, it shouldn't be that way. My biggest disappointment was that their pool was under maintenance. They mentioned it through their website but of course some clients would not be able to check. Overall it's a good looking and comfortable hotel but I've stayed in better ones.
Comment from Hotel Management
1 Jun 2015 by Kai Behrens General Manager, Hotel Management
Dear Guest,
Thank you very much for taking your time sharing the experiences of your recent stay at our property. I am sorry to learn that the Kempinski Hotel Xi’an team was not able to meet your expectations completely. Please accept my apologies for the shortfalls you encountered during your visit. Please rest assured that your comments will be shared with the relevant departments to ensure our clients are experiencing truly outstanding service that you can expect from a Kempinski property. Especially to invested substantial time and efforts in staff training.
I sincerely hope that the Kempinski Hotel Xi’an will have once again the opportunity to welcome you back to Xi’an.
Best regards
Kai Behrens
General Manager
Recommended
for Everyoneby A verified traveler from Houston, Texas
Palatial Hotel a long way out of town
Posted 1 Dec 2014
Pros: Beautiful rooms and facilities; idyllic grounds and immediate surroundings
Cons: Access; Isolation from the resat of X'Ian; transportation to and from the hotel;cost of hotel services and dining.
Location: Zero - it is so difficult to get reliable transportation; most cab drivers won't go near the place; the subway does not go there.
Stayed at this hotel by accident and it turned out to be graet value once we finally got there, but almost impossible to get to- especially from downtown X'ian. Do not recommend unless you have a driver, a car, or pre-arranged transportation, which can be extremely expensive!!
Food and services within the hotel were also very expensive, which is a problem seeing that it is almost impossible to escape to eat somewhere else!!
Comment from Hotel Management
13 Jun 2015 by Ita Tong, Hotel Management
Dear Guest,
Thank you for sharing your feedback.The hotel is located in Chanba Ecological District, where surrounding commercial facilities are still under developing. With easy reach to Metro supermarket, which is the world famous five hundred retail giant and the world's largest sports retailer-Decathlon, it will take only 5 minutes from hotel by car. Hotel provides free shuttle bus service for in-house guests on weekend from hotel direct to No. 5 Fengcheng Road shopping area and the subway station. Your attention would be much appreciated.
by EdM from Seattle
Nice hotel but out of the way
Posted 23 Sep 2014 on HotelsHotel rooms are nice and the overall appearance is nice, but it is out of the way. Nice park like setting on the river. The check in desk was very helpful, I'd made a date error in booking and didn't show up as reserved so they had canceled my booking. She spent time and resurrected the booking so I could keep my hotel.com rates. But - this hotel is in a new area. There is not much around it, you need to take a cab everywhere. I'd say half of the cab drivers couldn't find the hotel.
Comment from Hotel Management
29 Nov 2014 by Ita Tong, Hotel Management
Thanks for sharing your feedback. We will pass your comments to our entire team. Be assured that your feedback will encourage us to strive even more for continuously improving our quality and service.The hotel is located in Chanba Ecological District, where surrounding commercial facilities are still under developing. With easy reach to Metro supermarket, which is the world famous five hundred retail giant and the world's largest sports retailer-Decathlon, it will take only 5 minutes from hotel by car. Hotel provides free shuttle bus service for in-house guests on weekend from hotel direct to No. 5 Fengcheng Road shopping area and the subway station. Your attention would be much appreciated.
by Steve
Posted 10 Jun 2014 on Hotels
Recommended
for Everyoneby A verified traveler
Nice hotel for the price
Posted 21 May 2014Good. Overall nice place to stay with family. Friendly staff.
Comment from Hotel Management
7 Mar 2015 by Ita Tong, Hotel Management
Thanks for sharing your feedback. We will pass your comments to our entire team. Be assured that your feedback will encourage us to strive even more for continuously improving our quality and service. We hope to welcome you again soon.
by A verified traveler
Silence in the city
Posted 10 May 2014 on HotelsNice hotel located out of the city center with relaxing environment, new renovation, food was good. But hotel facilities are a bit less than expected, there was no spa at all. Overall I would recommend for a short stay with short plan for visit
Comment from Hotel Management
1 Nov 2014 by Ita Tong, Hotel Management
Thanks for sharing your feedback. We will pass your comments to our entire team. Be assured that your feedback will encourage us to strive even more for continuously improving our quality and service. We have taken note of your commen as well for the better service！We hope to welcome you again soon.
