Universal Hotel Urumqi Reviews

A rather unpleasant experience. I booked the room for my mother, and it so happened that the central air conditioning broke down on the day of her stay, leaving no cool air. It was June and very hot, so she couldn't sleep well at all. The AC still wasn't fixed the next day, so she checked out quickly and switched to another hotel. I can understand hardware failures, but the hotel's service issues were simply outrageous. Firstly, my mother checked in quite late. The hotel's AC must have already been broken at that time, but the hotel didn't inform her in advance. She only discovered the AC was out of order when she woke up sweating in the middle of the night. Only after asking at the front desk the next day did she learn it was broken. My mother is sensitive to heat, and if she had known beforehand, she definitely would have chosen another hotel, but the staff chose to conceal the issue. Secondly, when she reported the AC problem at the front desk the next day, the hotel surprisingly didn't proactively offer any form of compensation or remedy, only verbal apologies. Upon hearing about this, I was quite astonished, thinking I had mistakenly booked some budget motel. Although June isn't the absolute hottest time in Urumqi, the temperature isn't low either. Air conditioning is the most basic environmental facility in a hotel room. To not even inform guests when it's broken – is a luxury hotel really so reluctant to part with a few hundred yuan in room fees? The guest raised the issue the next day, and there was still no form of remedy. So, the hotel isn't bearing any of the costs resulting from the AC breakdown, expecting customers to just put up with it? I rarely give a hotel a bad review on Ctrip, but this experience left me dumbfounded and utterly unreasonable. For a luxury hotel, service and hardware facilities are equally important. A luxury hotel without service is just a glorified budget motel. That's all.