UrCove by Hyatt Hotel Ancient City of Kashgar Scenic Area

I arrived at the hotel after an early morning flight. It was almost five o'clock when I lay down after washing up. I booked the same room type for three nights on Ctrip, but I was still sleeping when I was woken up by a phone call at almost noon and they asked me to change rooms. It was really weird. I said I booked the same room type, why did they want me to change rooms? I had so much luggage, but they actually said they could arrange someone to help me pack it. I was so angry that I was speechless.

The service of this hotel is simply the worst I have ever encountered in this two-week trip. Yes, the worst, without a doubt, the worst. It all started when I took Didi to the hotel entrance. The temperature was 38 degrees, and you could fry an egg on the ground, but no one came out to help me move my luggage. I didn't ask for a red carpet pick-up, but in this weather, there was no help, which really made me wonder if I had walked into the wrong place and entered an unattended warehouse. Then the three of us went to the front desk - each of us booked a room through Trip.com. As a result, the front desk directly said coldly: We can't find your reservation. The attitude can be said to be cold as ice, and the tone is as if we just smashed their TV. We took out the Trip.com confirmation slip, and they confirmed that the information was all correct: the name, hotel, and date were all correct. But they couldn't find our reservation - and the magical thing is, this is still our fault? They also asked: "Are you sure you booked it with Trip.com?" We: "Of course we are sure." So the next step was a long wait. During this time, more and more staff members joined the "Missing Orders Campaign", as if they were trying to decipher some alien code. Finally, at the 35th minute, they mercifully handed me a bottle of water. At the 40th minute, the room card finally arrived - without an apology, as if they were rewarding me with my stay. Even more outrageous, the room I was assigned was on the lowest floor, and the bed type was the wrong one. You have to know that this is no longer "bad", it's "watching the fun and throwing cold water on you by the way". I tried to contact the hotel through Trip.com - no response. I am still an elite member of Hyatt - still useless, feeling that my identity is as transparent as air. So what went wrong? Simple: they don't know how to use Trip.com. They don't know how to operate the system, and there is nothing wrong with the booking itself. The whole process is like watching a few monkeys doing Tai Chi around a computer, and two robots next to them are asking "Should we reset this button?" In addition, my friend's room was dirty and unsafe. He complained when he checked out, and the hotel immediately helped him with his luggage and called a taxi - what about me? Self-reliant throughout the whole process, no treatment. A good hotel is not revealed when everything goes well, but the basic service quality is revealed when something goes wrong. This hotel - a complete! failure! The hardware facilities are decent, but as long as there is a problem, the service will be completely offline, which cannot support the facade of the "service industry". The service here was terrible, worst service of a two week trip to the region. It started when the didi pulled up to the street and in 38 centigrade weather there was no one to help with my bags from the car to the hotel. Then the three of us get to the front desk having made three different reservations through Trip.com and they say they can’t find our reservation in the rudest possible tone and manner. We show them our trip.com confirmations and they confirm that - we have correctly booked - we are at the correct hotel on the correct day and our names are right but they can’t find our bookings. However this our fault. They say are you sure that you use trip.com - yes. We wait for then next forty minutes while an ever increasing number of people try to figure out what to. Eventually after thirty five minutes they are nice enough to give me a bottle of water. After forty minutes they give me a room key, no apology. To add insult to injury when they finically did allocate me a room it was on the lowest floor and with the wrong bed type. I tried to email the property through trip.com - hotel did not respond. I am also a Hyatt elite member - no help. So what happened? Turns out they don’t know how to use trip.com properly and our reservations were fine but they don’t know how to use their systems. It was like dealing with monkeys and robots. Also my friends room was filthy and was not secure. My friend complained as he was leaving and they then helped him with his bags and ordered him a taxi - no help for me. One should not judge a hotel when everything goes right but when something goes wrong. This hotel totally failed. The physical infrastructure is fine but the service is terrible particularly when anything goes wrong.

Facilities: Very complete, basically the standard of a five-star hotel in a big city. Peets coffee is delicious. Hygiene: Very clean, but Kashgar is in a desert area and it is very dry. You may need to clean it several times a day. Environment: Very good Service: Warm and patient

Very good hotel. It should be the most comfortable and satisfactory hotel we have stayed in so far during our 219 trip. The location is easy to find. The room is great and there is a terrace but it is very quiet. You can directly enjoy the view of the ancient city and Kunlun Tower. It is very convenient next to the ancient city. The hotel staff is very good. Thanks to the hotel's sun Hursi Daimu for his enthusiastic help. He helped us solve the trouble of changing rooms. The breakfast is also great