InterContinental Xi'an North by IHG

The breakfast had lots of choice and everything looked delicious. The room was nicely decorated and well equipped, with a very large bed and bathroom.

My room at the InterContinental in Xi’an was beautiful and luxuriously decorated, but the service and attention to guest comfort fell far short of what I’d expect from a high-end hotel. The air conditioning didn’t work properly, leaving the room stuffy. I set it to 18°C, but the thermostat still showed 25°C. A staff member came to check and measured 28°C, adjusted the thermostat, and said someone would follow up. Two hours later, the temperature had only dropped slightly and nobody had contacted us with an update or explanation. When I brought it up again, they offered to send someone to look at the room or have us open the windows. The air quality was poor after a recent sandstorm, and there were no other rooms available. I was also told the building’s central air conditioning had been turned off because it was cooler outside. Only after I pushed the issue did someone from management come and offer us a room change. They also brought a fan and air purifier, which would have been useful to suggest earlier. We were given a larger room as compensation, but the whole experience left a sour taste. A fan offered sooner, or even a meaningful acknowledgment of how uncomfortable I was, would have made a difference. Staff seemed to take little interest in our comfort until we were clearly agitated. It was a very unpleasant stay, and the way the hotel handled the problem was well below the standard I expect from a luxury hotel.

Our twin room was spacious and spotless, with a bathtub, a pleasant view, comfortable bedding, and a quiet atmosphere that made it easy to rest. The public areas and guest rooms were impeccably clean. The one drawback was the air conditioning, which stayed fixed at 27°C and felt a bit too warm. The service was a real highlight. Helen from Guest Relations provided exceptional 1-on-1 butler service, taking care of things from pre-arrival arrangements through personalized help during the stay and post-stay feedback. She also helped secure a complimentary room upgrade before check-in. Mila at the front desk welcomed us warmly, explained the Diamond Ambassador benefits in detail, and tried to accommodate our requests. Staff were warm, professional, and proactive throughout. Breakfast had an impressive spread, including fresh juices, sparkling wine, Chinese and Western dishes, and local specialties like Roujiamo. There were also exclusive menu items for IHG elite members. We enjoyed the Executive Lounge too, with plenty of food, freshly mixed cocktails, panoramic city views from its high-floor location, and attentive staff. The hotel has modern facilities and high-end amenities, and felt like excellent value. It’s a strong choice for a family holiday or a business stay, and clearly a flagship property for IHG in Northwest China.

The staff were super friendly and made our stay a great experience. We had a great time at this luxury hotel right in the heart of Xi'an.