XANA Deluxe Hotels in Harbin

Pros 1). Chosen this hotel because of its location which is very good. It is only few steps away from Central Street. 2). The staff (all the ladies) from the breakfast restaurant were super nice and friendly. The house keeping ladies were kind and helpful as well. Kudos to every one of them! Cons 1). No one speaks English at the front desk. **2). Horrible horrible front desk customer service! I am a frequently traveller and I have never experienced such a poor customer service, the hotel really needs to give better training to the people at the front desk (those who work during the day shift), especially the lady in short hair with a very arrogant and bad attitude. I was politely asking one of the ladies behind the counter about the directions to a shop, she was not sure, and she asked her colleague (which was the short hair lady) to assist me. To my surprise, this unfriendly short hair lady just rolled her eyes to her colleague and rudely told me to check for ”navigation” myself (I think that was what she meant, as my Mandarin is not that good). Later she impatiently just brushed off the other questions that I tried to ask her, and before I even finished my sentence, she just abruptly turned around and walked away!!! HOW RUDE !!! I think I was not even given a respect as a human being!!! I was so stunned and speechless!!! Her colleague standing next to her witness what happened but did not say anything or offered to help! Let me tell you what other hotels will do when guests ask for directions- they would kindly check online and provide the directions, or they would even print out the directions for guests (all with a SMILE!). The lady in short hair, you are working in a hotel which is a service industry!!! I will not stay or recommend this hotel based upon this unpleasant experience. P.S. I stayed in the Mercure Harbin Sophia Church after and had a great experience. All the ladies at the front desk always greet guests with a smile, always friendly and willing to help. I am not sure if this is because Mecure is an international brand which the training for customer service is different from local brands?

The overall environment is good. The waiter had no expression when checking in. Maybe he was in a bad mood... The elevator was very slow and I had to wait for a long time. When I entered the room, I felt amazing, like I was in Russia next door. It was quite a feel. However, the bathroom light was too sensitive. When I lay on the bed to sleep at night, the light was turned off. As long as you turned around and made a little movement, the light would naturally light up. It took a long time to wait and it didn't go out. In addition, the bathroom floor drain was blocked, the shower head was loose and easy to fall off, and the sound insulation was not very good. There was a threshold stone and metal door frame near the elevator entrance. When the robot wheels passed by, there was a banging sound, which was particularly loud. It was mainly in the dead of night. The smart system was not sensitive either. It felt like I was there but it was not there when I interacted. If I didn't listen carefully, I wouldn't know it existed at all. There was also an even more bizarre thing that happened to Southern Potato. I took a taxi to this Xi'an Hotel, but I went to the wrong place. I couldn't find the information when I checked in at the front desk. Later, I realized that there was an English word called high-end hotel behind Xi'an, Xi'an DELUXE! It seems that high-end must be added with foreign languages, that's what is called high-end. I really am like a potato turning into gold beans in the city!

Consistently excellent! I've chosen Xana hotels for my recent trips, and they never disappoint. This particular branch was especially impressive. The subway station is just 50 meters from the hotel entrance, offering incredible convenience for visiting attractions and the train station. The room was clean and well-maintained, and the comfortable bedding ensured a very restful sleep. A thoughtful touch was the complimentary Yibao bottled water and candies placed by the elevators for guests to easily grab. The front desk staff were exceptionally welcoming. A kind lady there, noticing we had a child, immediately gave us a complimentary room upgrade! 👍