To whom it may concern and the person who can effect change.

Went to Shenzhen for the weekend planning to relax but turned out to be a disaster. Was greeted by a grumpy front desk staff Jerry Tang. Appeared rude and did not seem to want to serve us, not sure if it was because of my appearance or me speaking English.

We had our parents with us as we booked 2 rooms. Put us on different floors, room layout was bad for the elderly who bumped into furniture as the corridors was narrow. Definitely not how the photos on the website showed for our rooms.

We had to call the service desk to replenish the amenities as the 2 rooms seems to be designed for 1 person each, on our booking we clearly mentioned 2 person per room.

Rooms did not appear to be properly as we found previous occupants keycard and some rubbish in room.

Breakfast at the Zen was also terrible, they wanted to split us into 2 tables and also wanted to seat us upstairs, after much insistence as parents were old and not too mobile they agreed to sit us downstairs but still wanted to break us into 2 tables. We had to make our case known that we are a family and wanted to sit together, only after 5 mins of reasoning with the manager, he went off to find us a table.

Prior to checkout at 12 or 1pm we were called by the Reception desk downstairs asking us to checkout as we have passed the checkout time of 12pm. I had to tell your staff that our package has a guaranteed checkout time of 3pm, it was then they realized this was incorrect.

We left our luggage at the Bell Service which was fine, but collection also left us in frustration, there were some staff around the Bell Service counter, they seem interested talking to each other and looking at their phones while I waited at the counter with my docket for my luggage, it took them some 5 mins before a lady realized I was waiting to be served and for someone to help me.

Check out was a pain too, only coming home I realized our spend at the Shang Garden Bar did not have the 20% discount as advertised on the room booking package.

I also noticed that your Concierge and Customer Service counter is not manned, was trying to get directions and guidance for restaurants to shopping near by but could not. The reception were of no help and the Bell Services did not have any one who could help. Appears that I not only paid more but got no better service from it.

In short, 24 hrs of hell at your hotel, been to so many Shangri-la's around the world, first time had so many bad encounters. What is disappointing is that I could have gotten better price off some of the travel website but instead chose to book directly with Shangri-La hoping that things will not be missed.

The only bright spark was drinks at the Shang Garden Bar, a special call out to your staff there especially Daniel. He went out of his way to make us feel special, we ordered Hendrick's Gin Tonic, i asked him how he will make it, it was not the way that it should be done as Hendrick's Gin Tonic needed cucumber. I told him to to prepare that, he went out of his way to find the cucumber and did the best with the ingredients he had. As it was raining, he and his staff volunteered to walk us back to the hotel with umbrellas. These are the staff you need to nurture and promote showing a strong dedication and passion for their work to make customers feel welcomed. I just wish for the rest of your staff who seems to do the rudimentary.

A disappointed stay overall, one good experience does not do away the poor of many.

Best regards William Wee