Grand Mercure Urumqi Hualing 5 stars

being on a short trip vacation in autonomic region of xinjiang, the hotel was logical choice to be selected by offered price-value-relation, staff very friendly, special situation in the region has been managed with perfect sensibility

After a quick check in and upgrade to a lovely room, the water pressure was underwhelming and the room did not cool down to comfortable temps. The buffet was great for breakfast but the restaurant was just okay for dinner.

Had 2 night stay during my Sept 2019 vacation. Overall, hotel staffs were very helpful and passionate to assist whenever queries raised.

In general the hotel is very nice - beautiful rooms and common areas. Unfortunately we experienced some serious service slip-ups. When we arrived a Chinese tour group was just checking in which seems to have caused tremendous stress to the front desk staff. We approached a team member who was unoccupied but who told us she was just in charge of taking photos and couldn't check us in. A little wait later we were checked in by another colleague who bore the stress on his face and behaved rather rudely. The first impression of the property could hardly have been worse. I went down a while later to buy some drinks from the reception. Mr Lou Qiang (who I assume was the manager on duty) was just on the way out to assist another guest but delegated my request to his colleagues - who absolutely ignored me and spent great effort to avoid eye contact for a good 15 minutes until Mr Lou returned and asked where my beer was (my response: 'I'm still waiting...') I suppose the staff were shy to speak to me as a waiguoren, but this is clearly unacceptable. Had they bothered, they would have found out that I do speak Chinese. If it weren't for one staff member with the right service attitude I could have stood there all night, for a meager two bottles of beer. I don't want to imagine what happens when a guest has a serious problem and finds themselves being thoroughly ignored. It appears that the staff are rather inexperienced and require some refreshing training on guest service or what we at IHG call "true hospitality" (I would assume Accor has a similar concept in place). While the stay really was okay and later on the effort to improve our experience was visible, the first night was such a disaster that it left us truly disappointed.

Urumqi was the first station of a Xinjiang round trip. Although for just one night it was a convenient stay in this house.

Whenever I had a question or a challenge, your team were there to assist, and if there was a language issue, there was always someone that they could turn to. I would like to express my gratitude to the person (sorry I have forgotten his name) that manages the main restaurant, as he made me feel very welcome each time I was in the restaurant, and looked after my food and beverage needs. Secondly, there was Angela. Wow such a wonderful person on your team. She went out of her way to help me out. I had either left my mobile phone in a Taxi, or it dropped out of my pocket at a l left the Taxi. It was found by someone not long after i had lost it. I called my phone, but I could not communicate with them in English, however I must have got the details of the hotel to the person as they called the hotel and left a message. I went to reception and with Algela's help we tried to contact my phone again and no answer. Next morning we tried unsuccessfully again and Angela then called the number that left the message. She was able to arrange a meeting with that person, and then actually went out and collected my phone after she had completed her all night shift and return it to me in my hotel room. Amazing service above and beyond what she really needed to do. I was prepared to go and get it, but Angela did that herself. I am truly grateful for the effort that Angela put in to get my mobile phone back to me, and that reflects positively on the whole team at Grand Mercure Urumqi Hualing. Thank you so much. Regards, Gary W.

Although there are only 3 in house restaurants in the hotel, I still managed to settle my dinner for the entire week of my stay in the hotel. If you are Didi user, make sure you search using "华凌美爵＂ and look for the" Parking " 停车场 location, else the Didi will wait at the main road instead of picking you up right in front of the hotel entrance. Only improvement needed is perhaps the pillows... Just toooo soft..

A quiet pleasant room--a comfortable bed and well located ofr a visit to the Urumqi museum.

Stayed for several nights. Very high efficiency service team with sweet smiling at all the time.

Because of Accor member, I got my room upgraded to suite. The staff were friendly especially the front desk manager Walter. He was very helpful even help me to get a taxi to airport at 5.30am much efficient and helpful than the front desk receptionists Will come back here, as the room is spacious and even with complimentary wine and fruits

Nice staff for this hotel not too far form aiport Email to outisde china seems hard to be sent

the breakfast is

Two issues are bothering me currently : 1. My booking was double charged. First charges to my credit càrd was before I checked in, I could understand this. But the hotel insisted that I had not paid hence they again charged it to my credit card for the second time. I didnt refused at that time as I wasnt entirely sure why... 2. Hotel promised me to send me the bill via my email address, but I have yet to receive it till now.. Both cases have been raised with Accor support but I have not received any response after days. Truely disappointed.

The hotel decorated with local painting and sculpture everywhere just like in the paradise. Every time met with the staffs, their smiles and greetings make me feel good. I like the breakfast time. the ADD Manager ABUDULA always gave warm and thoughtful service to me, and introduce local snacks and views.

Caring staffs, good service, good room, clean hotel. Satisfied