DoubleTree by Hilton Shenzhen Nanshan Hotel & Residences — Hotel in Shenzhen

本人作為希爾頓榮譽會員（金會籍），對近日入住貴酒店的體驗深感失望。貴酒店在服務、設施及管理上的多項嚴重缺失，不僅未能達到希爾頓品牌應有的標準，更影響了我及家人的入住體驗。以下為具體投訴，望貴方認真調查並立即採取整改措施：||||### 投訴一：員工服務態度缺乏專業性||1. 機械化回應，缺乏靈活性：前台及電話服務員工態度冷漠，回應如機械人般重複「您已預訂好」，對客人的合理需求毫無彈性處理，令人感到不受重視。||2. 無視會員權益：本人明確表明金會籍身份，要求將房間積分記入會籍賬戶，員工卻未有任何積極回應或解決方案，僅提供一個電話號碼，毫無實際協助。||3. 急躁溝通，影響賓客體驗：所有員工語速急促，態度緊張，導致每次溝通均充滿壓力。作為休閒酒店，貴方員工的態度完全違背賓客尋求放鬆的初衷。||||### 投訴二：設施設計缺陷，存在安全隱患||1. 更衣室地面設計不合理：游泳池更衣室需經過洗腳池，池後地面為大理石，極易滑倒。本人於返回更衣室時不慎滑倒，左腳膝頭受傷。此設計明顯存在安全隱患，貴方必須立即整改。||2. 房間地漏嚴重問題：本人房間（及隔壁子女房間）均出現地漏反水現象，衛生間地板積水嚴重，存在滑倒風險。我對如此低級的設計及維護錯誤深感震驚。||3. 地漏問題處理緩慢：本人要求緊急處理地漏問題，員工耗時25分鐘才到場，處理過程雜亂無章，導致衛生間滿地積水，嚴重影響入住體驗。||||### 投訴三：房間分配失誤，反應遲緩||1. 房間分配不當：本人明確要求子女房間與主房間相鄰，貴方最初安排的「相鄰房間」實際需經過長走廊，與承諾不符。員工對酒店房間佈局顯然缺乏基本認知。||2. 更換房間效率低下：在本人多次要求下，貴方才勉強安排高層相鄰房間。此過程耗費大量時間與精力，顯示貴方對賓客需求的漠視。||3. 房滿藉口敷衍：地漏問題後，本人要求更換房間，貴方以「房滿」為由拒絕，卻承諾次日提供更好房間。此類敷衍態度令人質疑貴方的誠信與管理能力。||||### 投訴四：賓客需求管理混亂||貴方對賓客需求的記錄與跟進極其混亂。每次提出新要求時，之前的承諾或需求均未記錄，迫使賓客反覆解釋，耗費大量精力。此種低效管理完全不符合五星級酒店標準。||||### 投訴五：餐飲服務不達標||自助餐選擇極少，菜式品質低劣，牛肉乾硬難以下嚥，種類不多，遠低於希爾頓品牌應有水準。唯一可取之處是餐廳服務員態度良好，但這無法彌補整體餐飲體驗的不足。||||### 總結及要求||作為希爾頓品牌的忠實客戶，我對貴酒店的表現深感失望。貴方在員工培訓、設施維護及服務管理上的嚴重缺失，導致本次入住體驗成為我入住全球希爾頓酒店中最差的一次。深圳南山高端酒店眾多，貴酒店除房間裝修較新外，各方面均未達標，實難以令人再次選擇。||||本人要求貴方：||1. 對上述問題進行徹底調查，並提供書面回覆，說明整改措施。||2. 對本次入住的種種不便提供合理補償，包括但不限於積分補償或費用減免。||3. 立即改善設施安全隱患，特別是更衣室及及房間反倒湧水問題地漏問題，確保不再危害賓客安全。||4.馬上處理我會籍分數的問題,及將我兩個不同會籍融合在一起的處理.||||As a Hilton Honors Gold Member, I am compelled to express my profound dissatisfaction with the utterly deplorable experience during my recent stay at your property. The litany of failures in service, facilities, and management not only falls abysmally short of the Hilton brand’s esteemed standards but has also marred the well-being of my family and me. Below is a detailed account of the egregious shortcomings encountered, and I demand immediate investigation and rectification.||||### Complaint 1: Unacceptable Staff Lack of Professionalism||1. Robotic and Inflexible Responses: Your front desk and phone service staff exhibited a robotic demeanor, repeatedly parroting “Your booking is confirmed” without addressing legitimate guest concerns. This inflexible approach is an affront to personalized hospitality.||2. Disregard for Membership Privileges: Despite clearly stating my Gold Member status and requesting that room points be credited to my Honors account, your staff offered no meaningful assistance, merely providing a phone number without further action. This cavalier dismissal of my membership rights is unacceptable.||3. Abrupt and Stress-Inducing Interactions: Every staff member communicated with undue haste and agitation, creating an unnecessarily tense atmosphere. A hotel is a sanctuary for relaxation, yet your staff’s demeanor consistently undermined this purpose, subjecting guests to unwarranted stress.||||### Complaint 2: Hazardous Facility Design and Maintenance Failures||1. Dangerous Changing Room Design: The swimming pool changing room requires guests to pass through a foot-washing pool, followed by a marble floor that is perilously slippery. I personally suffered a fall, narrowly avoiding serious injury but got my left anckle bruised due to the fall and hit!||This design flaw constitutes a clear safety hazard and demands immediate correction.||2. Severe Drainage Malfunction: Both my room and my children’s adjacent room experienced catastrophic drain backflow, flooding the bathroom floors and creating a slipping hazard. As an architect, I am appalled by such rudimentary design and maintenance oversights in a purportedly premium property.||3. Delayed and Incompetent Response to Maintenance Issues: Upon reporting the drainage issue, it took an inexcusable 25 minutes for your staff to respond. Their handling was chaotic, leaving the bathroom in disarray with standing water, further compromising our stay.||||### Complaint 3: Inept Room Allocation and Evasive Responses||1. Erroneous Room Assignments: I explicitly requested adjacent rooms for my children and myself, yet your staff assigned “adjacent” rooms that required a lengthy corridor traversal, contradicting your assurances. This reflects a shocking lack of familiarity with your own property’s layout.||2. Sluggish Resolution of Room Issues: Only after repeated demands did your team reluctantly reassign us to truly adjacent rooms on a higher floor. This process was needlessly protracted, indicative of systemic inefficiencies.||3. Evasive Excuses for Room Changes: When requesting a room change due to the drainage fiasco, your staff cited a fully booked property, only to later promise a better room the following day. Such evasive tactics erode trust and expose your lack of accountability.||||### Complaint 4: Disorganized Handling of Guest Requests||Your management of guest requests is utterly chaotic. Prior commitments and requirements were consistently forgotten, forcing me to repeatedly clarify and re-explain my needs. This repetitive, exhausting process is antithetical to the seamless service expected of a five-star establishment.||||### Complaint 5: Substandard Dining Experience||The breakfast buffet was woefully inadequate, offering a meager selection of dishes. The beef was dry, tough, and inedible, and the overall variety was pitifully limited, falling far below Hilton’s culinary standards. While the restaurant staff displayed commendable courtesy, this lone positive cannot redeem the dismal dining experience.||||### Summary and Demands||As a loyal patron of Hilton properties worldwide, I am appalled that my stay at your Shenzhen Nanshan location ranks as the most deplorable in my extensive experience with the brand. Beyond marginally modern room decor, your hotel fails spectacularly in every facet—service, safety, and operational competence. In a competitive market teeming with superior alternatives in Shenzhen’s Nanshan district, your property’s deficiencies render it an unacceptable choice for future stays.||||I hereby demand the following:||1. A thorough investigation into the aforementioned issues, with a detailed written response outlining corrective measures.||2. Appropriate compensation for the manifold inconveniences endured, including but not limited to Honors points or a financial adjustment.||3. Immediate remediation of safety hazards, particularly in the changing room and room drainage systems, to prevent further risk to guests.||4. immediately assist to sort out my menebership points and combine my 2...

This hotel has amazing customer service! From the time of check in to the time we walked out and got in the car to leave, the service was top notch! I would give this hotel a 5 except one thing which was a bit frustrating when trying to travel or just go out for dinner or even just get delivery orders…..the elevator 🛗!! There is only 2 elevators working 24/7 and the 3rd is open in the evenings but they are very slow to get to each floor so it may take several minutes to come. ||Other than that, food is great, amenities are great, service is great, cookies are awesome, you have a washer and dryer in your room, also in the back is a beautiful little walk area with a flower market and park attached. ||Close enough to many places you would want to go in SZ and also getting to HK and also many great delivery places around to order from if you don’t want to leave. ||All around a great place...

This hotel has amazing customer service! From the time of check in to the time we walked out and got in the car to leave, the service was top notch! I would give this hotel a 5 except one thing which was a bit frustrating when trying to travel or just go out for dinner or even just get delivery orders…..the elevator 🛗!! There is only 2 elevators working 24/7 and the 3rd is open in the evenings but they are very slow to get to each floor so it may take several minutes to come. ||Other than that, food is great, amenities are great, service is great, cookies are awesome, you have a washer and dryer in your room, also in the back is a beautiful little walk area with a flower market and park attached. ||Close enough to many places you would want to go in SZ and also getting to HK and also many great delivery places around to order from if you don’t want to leave. ||All around a great place...