Grand Hyatt Xi'an

I couldn't sleep at all that night because I was afraid someone might get into my room while I was asleep. I had asked the desk staff to report what happened to management as soon as possible and explain their findings, but I didn't get an answer. I believe the hotel's general manager, Mr.Gai, knows what is happening and is trying to cover it up. At about 11 pm on May 9, 2025, I opened my door and a frightening, muscular young man who had been hiding outside pushed into my room, 3301 at Grand Hyatt Xian, China. He demanded money in a threatening voice. There was no camera inside my room, so I ran in just a bathrobe, without underwear or my key card, to the elevator lobby where cameras were operating. He followed me into the elevator and jammed the door with his foot, stopping it from taking me down from the 33rd floor to the lobby while he demanded money. After several minutes of threats I finally reached the lobby and immediately asked the Hyatt desk staff to call the police. The women there refused and said I had to call myself. I asked them to call security, but they refused that too, saying security worked for the hotel and not to help me. I gave them my room number and passport number, and they could see I was in a bathrobe, clearly out of place in the lobby. The intruder walked out without being questioned. After I insisted, the desk staff made calls and a young man in a security uniform eventually appeared. I told him and the desk staff what had happened and asked them to review the camera footage to see how the intruder got elevator access to the 33rd floor and who had issued him a key card. I also asked why nobody came to help when the cameras showed someone hiding outside room 3301 and then threatening me while the elevator was jammed on the 33rd floor. They gave no answers.

An incredible hotel, with fantastic breakfast, great rooms, and really good service.

My corner room had glass walls and a really good view of the city. The modern rooms are set up for international travelers, and there's a Starbucks on the ground floor for coffee. Everything else worked well for me, but the location wasn't great. The area doesn't feel lively.

The food was excellent and the room layout was good. The bed was a little firm, but not too much, and the pillows set off my allergies. Those were the worst issues, so I'd still call it a good stay.