Hotan Guesthouse

This was a very unpleasant stay. Aside from the friendly service from the male concierge upon arrival, the other staff were expressionless and extremely indifferent. The entire hotel didn't feel like a 5-star hotel at all! It felt more like a guesthouse. The showers were comfortable, but inexplicably, the air conditioning in the rooms was only on for a short period from midday to afternoon; the rest of the time it wasn't, which was extremely uncomfortable. The hotel's excuse was that it was automatic, but the problem is, even the hallways had air conditioning, while the rooms and restaurant had none – that's outrageous! The breakfast was even worse – terrible, no air conditioning, and a bunch of people sitting in a banquet hall without tablecloths or air conditioning – it was incredibly uncomfortable! I will definitely never stay here again…

1. The showerhead spraying water everywhere in the bathroom was really unbecoming of such a high-end hotel; 2. Between 2 and 3 a.m. on the night of check-in, someone rang the doorbell and knocked on the door twice, but no one responded.

Having stayed at state guesthouses and state hotels in different cities multiple times, I came to Hotan this time hoping to find what was touted as the best hotel in this small city, only to receive the worst hotel experience of my nearly month-long trip around Xinjiang. At 9 AM, a wedding procession was taking place in the room next door, with dozens of people shouting wildly at the door. The hotel knew beforehand but failed to notify us. When we went down to complain, there was no solution; the staff were rude and shifted the blame to a "manager" who wasn't even on duty. Ironically, this "manager" was completely unknown from the start. During my two-day stay, not only did no staff greet us, but they also used impolite language on the phone and hung up before the customer could speak. The housekeeper even threw away my braces that were on the bedside table. I've never seen a hotel behave this way in all these years. My advice to everyone is: don't expect to receive treatment or an experience commensurate with your efforts here.

The rooms were acceptable, and the overall environment was nice, indicating a significant investment. However, the service needs improvement; there's a lack of service awareness, and issues raised are not addressed promptly or proactively. The service is being handled with a management-oriented approach, which requires rectification.

Good service as always. Usually, the evaluation of a hotel's service quality starts with the first impression of the front desk service. The front desk clerks at the Yingbin Hotel are very efficient and professional. The check-in and check-out process is fast and smooth. They can answer questions clearly, and take the initiative to smile and greet politely.

The only five-star hotel in Hotan does have a very nice environment, with a park-like courtyard and even watered plants to house deer. However, as a hotel, the service is nonexistent. There was no concierge in the lobby, and no one helped guests with their luggage. The receptionist, a thin girl who didn't look like a Uyghur, was extremely incompetent; it took her ages to confirm my reservation on my phone, and she couldn't even give me a clear answer about breakfast times unless I asked. Also, is it appropriate for people to be smoking and playing cards in the lobby of such a large hotel? The breakfast didn't even meet five-star standards; the biscuits were rancid and clearly just there to make up the numbers. The hotel may be a high-end guesthouse for a government agency, but in such a remote and underdeveloped area, they shouldn't just focus on appearances; they should genuinely improve their service.