Sheraton Harbin Xiangfang Hotel♡

Staff training needed.

6.0

5th Feb 2025, around 10pm. Front desk female staff. Black curly pony tail. Your service attitude needs improvement. Not a tiny drop of smile. Showed impatient when asked to clarify directions to nearest 超市. Single handedly dampen Marriott Bonvoy's good reputation. Housekeeping team, restaurant team and bell boy team did wonderfully. Hotel itself is great.

Zoe lv terrible service

2.0

Sucks hotel and service. They think they are the only 5 stars hotel in harbin and powerful, need no clients anymore. Disgrace and very bad attitude handling complaint. Too bad. In fact, the hotel is good, bfast quitebgood compared to other hotels due its 5 stars, only service is not up to par

Great service!

10.0

My friend had left her universal charger and shawl in the hotel when we checked out and only realised that after we checked into another hotel. When we called up the hotel to verify, they confirmed with us that we had indeed left those items in the room and they will help us keep the items till we head back to the hotel again few days later. Really thankful for their amazing service!

Wonderful service, despite language barrier

10.0

Stayed at this Sheraton for a few days while I was visiting Harbin's famous ice castles, snow sculptures, & historical districts. It's not all that close to these attractions-- but the cab drivers are familiar with this hotel and were able to ferry me back & forth in about 20-25 minutes rather cheaply. (Can't give actual estimates, as the rates were increased due to the Chinese New Year holiday). I found my room to be very well equipped-- lots of toiletries, a wonderfully cozy robe (necessary for Harbin in January). I stayed in one of the very cute "family" rooms, despite the fact that it was just me, because the pictures online were so cute. I would highly recommend for the fun photos alone. And I cannot say enough good things about the hotel dining. I went to the traditional Chinese restaurant for dinner one night, and despite the fact that there was no English menu, I managed alright. Staff made me feel very welcome, and tried their best to understand my ordering, wherein I just pointed at pictures of food on my phone. Anyway, it's a great place to bring kids & relax in Harbin, even if it is a bit farther away from the ice castles & what not.

Overheated, stuffy rooms, shockingly rude service

2.0

This is one of the most poorly-managed large-chain hotels we have encountered in a decade and a half of traveling in China. It was an exhausting and dispiriting experience from start to finish; not something we expected to encounter in a Sheraton. First, after having booked a non-smoking room, we were taken to a room that stank of cigarettes, and had to request a transfer. Both rooms were extremely hot and stuffy -- a problem we assumed could be fixed by turning on the AC on the wall and adjusting the temperature. The room only got hotter, and we were informed that the temperature is centrally controlled and that at this time of year the AC only dispenses hot air. (These conversations were held in Chinese; the halting English of the staff made that the faster option.) A sleepless sweaty night and a few bad staff encounters later (an old AC fan that turned out not to work was delivered to our room, flashing a light that read, "Out of water;" when we called again for help, a woman stomped upstairs, shoved open one of the windows, said, "You can't adjust the temperature," and stomped out), we decided to look for another hotel in Harbin and cancelled our second night's stay. The response of the assistant manager, Zoe Zhao/ Zhao Huiyuan, was what clinched this decision. She blandly told us that hot rooms were what we had to expect on a high floor in springtime, and did not bother to apologize for what we told her had been a sleepless night. She did offer to put us on a lower, smoking floor, but by this time we had had enough.

Amazing Housekeeping and Executive Lounge Services - Sheraton Harbin XiangFang Hotel

8.0

We were quite pleased with the overall great services at Sheraton Harbin XiangFang Hotel during our 4 nights stay (April 29 to May 02). The hotel is at a pretty convenient location which is adjacent to shopping center with supermarkets and many restaurants near-by. The check-in process was efficient with details provided to customers in quick pace. The bell service was doing a good job in helping customers with their luggage. Great thanks to Nick Wang and all the bell staff for doing a magnificent job and provided a good initial image of the hotel. Another amazing job was done by the housekeeping crew (Yeung and Yu). They did perfect job in maintaining our room (Room #1928) always in excellent conditions and they never missed any replenishment of supplies. Also they had left a post card daily on the table with good wordings which provided warm feelings to hotel guests. Very appreciated for their great effort. Only complaint was in the restaurant area. The quality of food and service for the breakfast were below par and needed more attention. Servers usually wandering around and pretended not seeing the dishes on the table. Sometimes they even ignored the customers for their need of services. It seems better management care is required at the restaurant. We then headed to Executive Lounge for breakfast after day one. The feeling was totally different. Despite the food selection is not as much as the restaurant. Their service was excellent and the staff was sincere and professional. They tried very hard to answer questions from the hotel guests and provided us good information for our trip planning. Special thanks to Lena Liu, Bonnie Shang for their outstanding job at the executive lounge. Overall I am still very impressed about this hotel for their superior customer service despite the need of management attention at the restaurant. Sincerely , Charles Law