InterContinental Xi'an North by IHG

Our recent stay at InterContinental Xi’an North was outstanding. The hotel boasts modern facilities with high-end amenities. The staff were warm, professional, and proactive in their service. A special thanks to Helen from the Guest Relations team for her exceptional 1-on-1 butler service—she handled everything seamlessly from pre-arrival arrangements to personalized in-stay assistance and post-stay feedback. We also appreciate her help in securing a complimentary room upgrade before check-in. Mila at the front desk also deserves praise for her warm welcome, detailed introduction to Diamond Ambassador benefits, and efforts to accommodate our requests, making our stay even more enjoyable. Our twin room was spacious and spotless, featuring a bathtub and a pleasant view. Cleanliness throughout the hotel, including public areas and guest rooms, was impeccable. The bedding was comfortable, and the environment was quiet, ensuring quality rest. However, the only downside was that the room’s air conditioning could not be adjusted and remained at a constant 27°C, which felt a bit too warm. The breakfast selection was impressive, offering fresh juices, sparkling wine, and a variety of Chinese and Western dishes, including local specialties like Roujiamo. Exclusive menu items for IHG elite members further showcased the hotel’s attention to loyalty guests. The Executive Lounge was another highlight, with a great selection of food, freshly mixed cocktails, and panoramic city views from its high-floor location. The lounge staff were attentive, enhancing the overall experience. Overall, this hotel offers excellent value, making it a top choice for both family vacations and business stays. Undoubtedly, it stands as a flagship property for IHG in Northwest China.

Very nice rooms with an amazingly comfortable bed. I loved the bathtub and the luxury of two bathroom sinks. I also thought that separating the toilet from the bathroom is a great idea. Breakfast was wonderful, especially the local dishes 😋. The reception staff were efficient and so helpful. All the other staff were polite and keen to help. There' a shopping mall right beside the hotel with a variety of restaurants, cafes, bakeries and fashion shops. Metro stop is a few minutes away.

While the InterContinental in Xi’an boasts beautiful rooms and luxurious décor, the level of service and attention to guest comfort leaves much to be desired. Unfortunately, my experience at this hotel was far from what I would expect from a high-end luxury establishment. The room I was assigned had a non-functioning air conditioning system, making the space stuffy and uncomfortable. Despite setting the thermostat to 18°C, the temperature remained at a sweltering 25°C (according to the thermostat). When I reported this issue to the front desk, a staff member came up to measure the temperature and found it to be even higher—28°C. They adjusted the thermostat and promised someone would follow up, leaving us to wait and see if the situation improved. After waiting for two hours with only a slight drop in temperature, no one from the front desk followed up with an update or explanation. When I raised the issue again, the only solution offered was to either send someone back to look at the room or open the windows. This was despite the fact that air quality was poor due to a recent sandstorm, and there were no other rooms available. Additionally, I was told the central air conditioning for the building had been turned off because the outside temperature was cooler. At this point, my frustration was mounting, and it was only after pushing the issue that a member of management finally arrived, offering us a room change. They also provided a fan and air purifier—things that should have been suggested earlier but were not. While they did give us a larger room as compensation, the entire experience left a sour taste. A simple solution, such as offering a fan earlier, or even just acknowledging my discomfort with a meaningful response, would have made all the difference. What was most disappointing was how little the staff seemed to value guest comfort or even acknowledge the issue until we were clearly agitated. This was a very unpleasant experience, and it’s clear that the hotel’s handling of the situation was far below the standard I expect from a luxury hotel.