Four Points By Sheraton Xi'An Bell Tower

The shops and places to eat nearby make this a great spot. Customer service was great too, especially from Wang Qing.

Such a gorgeous, pretty place.

I had a great stay at the other hotel I moved to, but this one was a terrible start to the trip. I booked months ahead for my first visit to China and emailed the manager beforehand, then flew thousands of miles only to find out there was no AC for one month. Nobody had proactively told guests, and there was no 50% rate reduction either. James at check-in really tried to help, and I appreciate that. This was management's fault, not his. I raised it straight away with Wayne the GM, who seemed nonchalant. I said the situation was unacceptable and asked him to contact another Marriott hotel to confirm they had working AC. James helped again, and we confirmed that another hotel did have it. I was surprised by how nonchalant Wayne seemed. The hotel now has 3 star reviews! We weren't even offered water until I asked. I also told Wayne he had to cover our transportation to the other hotel, and he agreed. I even had to suggest that he list the AC outage on the app and website. I was a paying guest telling the GM what to do.

The location was excellent, with an MRT station less than 10m away. Getting a DiDi was less convenient: drivers rarely wanted to enter the hotel area through the boom gate, perhaps because they thought it meant extra fees, so we had to walk out to meet them. The room had a lot of high-tech touches, and the hotel seemed new or recently refurbished. The curtains opened automatically when we entered, with USB C and A charging ports, buttons for the curtains, and a heated toilet seat with automatic controls. I got a Premium View Room, 2 Double, one level below a suite, plus a welcome gift and free breakfast. I chose the green bean pastry and a bottle of beer instead of 500 points. The breakfast spread was impressive, with Zhen Gao and tasty wanton. The aircon seemed centrally controlled. There was no cold air in winter, and when I felt warm I was told to open the window and turn the “aircon” off. The toilet paper was very poor quality, hard and difficult to tear. Staff English was limited. When I called the front desk to ask about the aircon, nobody understood; for a firm pillow, I had to spell out the word so they could understand my request.