XIN LV Yige Hotel (CCMALL Times Square Branch)

Positive feedback: 1) The chef behind the noodle counter was very friendly and helpful; 2) The lady delivered our “free” minibars was nice and apologetic; & 3) Location of the hotel is very convenient. Negative feedback: 1) The security guard at the lobby was not friendly at all. When we first arrived at the hotel, he insisted we put our oversized rucksack onto the security conveyor belt for screening and it crushed the rucksack. We found out later that one of our containers in the bag was broken due to this. He was not even checking the screen when we put our bags through the security belt but instead he was playing with his phone! 2) We felt we have been mis-sold by the description of the room type we booked provided on Trip.com. It stated the room has a Mountain View and come with free minibars. Our room has no Mountain View but a backyard view. There was no minibar either. We spoke to the Trip.com customer support team that we felt we had been downgraded. Trip.com contacted the hotel’s manager and confirmed that none of the hotel rooms actually have a Mountain View. Trip.com offered us to move to another hotel but we were too tired to move as we just traveled 12 hours on an overnight train from Kashgar. We noticed that the description of our room type on Trip.com has been updated to remove the Mountain View and free minibars since our complaints. 3) Although this is a non-smoking hotel but guests at the hotel were smoking everywhere, in the corridors, near the lift, in the rooms and in the restaurant! The hotel should advertise themselves as a smoking hotel so it makes it clear to non smokers or people have respiratory issues will not book this hotel.

The room was spacious, clean, and well-maintained with all the basic amenities provided. I appreciated the laundry service, the small gym, and the good breakfast served each morning. The location was convenient, surrounded by many restaurants and close to CC Mall. Early check-in was also a plus, making my stay more comfortable.However, the front desk staff's attitude really spoiled the experience. When I arrived for check-in, the first thing the front desk guy said was, “There is internet problem,” without even greeting me. I was confused and asked what he meant, but he just repeated the same sentence multiple times, each time raising his voice. It was an unpleasant exchange, and only after a few minutes did he proceed with the check-in and apologize.The next day, when I asked the front desk about transportation to Heavenly Lake (Tianshan Tianchi), the female and male staff looked at me blankly and seemed to have no idea. I had to repeat myself several times, but they still couldn’t provide any information about such a famous tourist spot. One of the female staff was even playing with her phone during the conversation. I’ve stayed in many hotels around the world, and this was the first time I’ve encountered staff with such poor knowledge of their own city.Overall, the hotel has good facilities and a convenient location, but the front desk service and staff attitude need serious improvement.

Average