Harbin Central Street Sophia Xana Deluxe Hotel

good food. clean hotel. friendly staff and very convenient because very near to the famous street

Very friendly front desk staff, clean rooms and quiet area, extremely close to Zhongyang Pedestrian Street.

Pros 1). Chosen this hotel because of its location which is very good. It is only few steps away from Central Street. 2). The staff (all the ladies) from the breakfast restaurant were super nice and friendly. The house keeping ladies were kind and helpful as well. Kudos to every one of them! Cons 1). No one speaks English at the front desk. **2). Horrible horrible front desk customer service! I am a frequently traveller and I have never experienced such a poor customer service, the hotel really needs to give better training to the people at the front desk (those who work during the day shift), especially the lady in short hair with a very arrogant and bad attitude. I was politely asking one of the ladies behind the counter about the directions to a shop, she was not sure, and she asked her colleague (which was the short hair lady) to assist me. To my surprise, this unfriendly short hair lady just rolled her eyes to her colleague and rudely told me to check for "navigation" myself (I think that was what she meant, as my Mandarin is not that good). Later she impatiently just brushed off the other questions that I tried to ask her, and before I even finished my sentence, she just abruptly turned around and walked away!!! HOW RUDE !!! I think I was not even given a respect as a human being!!! I was so stunned and speechless!!! Her colleague standing next to her witness what happened but did not say anything or offered to help! Let me tell you what other hotels will do when guests ask for directions- they would kindly check online and provide the directions, or they would even print out the directions for guests (all with a SMILE!). The lady in short hair, you are working in a hotel which is a service industry!!! I will not stay or recommend this hotel based upon this unpleasant experience. P.S. I stayed in the Mercure Harbin Sophia Church after and had a great experience. All the ladies at the front desk always greet guests with a smile, always friendly and willing to help. I am not sure if this is because Mecure is an international brand which the training for customer service is different from local brands?