Grand Hyatt Xi An

I highly recommend the Grand Hyatt Xi’an. I stayed from Sunday evening to Friday morning and was consistently impressed by the warmth and professionalism of every staff member. The Front Desk team helped me communicate with my driver in both English and Chinese. The Breakfast and Lounge teams were attentive and thoughtful—remembering my preferred Red Date drink and even helping with cash payments each evening. A staff member from Room Service later followed up to ensure I’d received my receipt, which I truly appreciated.||||The housekeeping team was exceptional. My room was spotless each night, making my stay incredibly comfortable, and one team member even helped fix a stuck bathtub plug.||||Outstanding hospitality across the board—bravo.

The Grand Hyatt Xi'an is undeniably a stunning hotel with a prime, central location in the city. Our deluxe room was a highlight – it was incredibly spacious, clean, and provided a comfortable retreat after a day of exploring.||However, our stay was a bit of a mixed bag, particularly regarding the club experience. We opted for a club-level room with access to the Regency Lounge, but found it wasn't worth the additional cost. The lounge hours are quite restrictive, operating only from 12 pm to 9 pm. This late opening and early closing meant we had very little time to take advantage of the facilities, especially in the morning, which is a time we typically enjoy relaxing in a lounge at other Hyatt locations.||Another significant challenge was the communication barrier. We found that the staff had very poor English language proficiency, making it quite difficult for us as non-Mandarin speakers to communicate effectively and get the assistance we needed.||While the hotel's physical amenities and location are excellent, the limited lounge hours and the language barrier with staff made for a less than ideal experience. For future guests, I would recommend enjoying the hotel's standard amenities and great location, but think twice before paying extra for the club-level access.

I stayed at Grand Hyatt Xi’an on Dec 13 and discovered immediately after check-in that the room had not been properly cleaned, including trash left behind by the previous guest. I reported it to Guest Services right away; a housekeeping duty manager eventually came to the room, inspected the issue, and took photos, but the response was slow and unmotivated—about 30 minutes to arrive, then another long delay before any “solution” was offered. The on-site apology felt procedural, and the proposed compensation was frankly absurd: despite the hotel knowing my booking already included breakfast and Grand Club access for two, they offered an extra breakfast and an extra club access—benefits that are useless unless I somehow find a third guest. I escalated to Hyatt Customer Care, and the “resolution” I was told was a suite upgrade + club access for a future stay. That is not a remedy for a current hygiene failure, and it assumes I would return to a hotel that couldn’t meet the most basic cleanliness standards in the first place. I asked repeatedly for three simple things: an explanation of how this happened, concrete corrective actions, and a meaningful, practical resolution for THIS stay. Instead, both the property and corporate support avoided addressing the core issues and labeled a future promise as “fair.” Worse, I still have not received any substantive reply from hotel management. For a brand positioned as luxury, the cleanliness breakdown and the dismissive handling were unacceptable.

One of the best Hyatt properties i have ever stayed! Super friendly staff and very cool hyatt lounge and club. The hotel is well maintained and family suite is spacious. there is actually a outside paito on the 25th floor, super cool! Will definately come back again in the future.

The Hotel is excellent. Modern and extremely well-designed. It has an excellent breakfast and spacious room and relatively big bathroom. It has also a very good gym, good equipments and water and towels at our disposal. As a negative point, we had an issue with the air-conditioner that, despite our complaint, was not solved. In general, I recommend the hotel since it is very comfortable and spacious.

The room was really nice and the toiletries were nice. The breakfast was pretty good and the service was excellent. 

I have selected a hotel from the reviews, which has many excellent reviews. I was surprised when I encountered the service of this hotel. The manager here always lies. Firstly, they gave us the room that we haven’t chosen. We were informed that they had upgraded, but the room they provided was very uncomfortable. When we said we didn't want these improvements and wanted a room that we had initially booked, we were told that all the rooms were occupied and we would have to stay in the only remaining room. After about an hour of arguments and hearing the manager's lies, we obtained the number we originally booked. The attitude of the management was horrible. During the conversation, I was often interrupted and completely ignored. I had to shout loudly in order to get the room I bought. Only after this they gave it to us. This is completely unacceptable.To make up for the wasted time, they propose to us a car to go to the airport. We agree. And after that they forgot about it!!! We were almost late to our flight and called to us the cheapest didi. If I knew, I would order a car by myself, but we were run out of a time. Everything was completely horrible.

The room is located on a lower floor. The concierge department is polite. The front desk is not very welcoming and slightly cold. The corner room does not have any views but some bungalows and a building under construction. Overall recommendation 3 out of 5 If you are going to visit Xi'an, there are better options.