Fashion Town Hotel Shenzhen Mgallery Collection — Hotel in Shenzhen

I stayed at this hotel expecting a 5-star experience, but while the hardware impressed, the service left much to be desired, averaging around 3.5 stars in my book.||The front desk staff seemed poorly trained—simple questions took over an hour to answer, and they didn’t proactively explain membership benefits like lounge access; I had to ask. There was no clear info on hotel facilities either—no paper guides, just a basic TV intro. For a luxury 5-star hotel, this is unacceptable. Using a voucher meant no room upgrade (unlike my friends’ experiences at other hotels), which felt inconsistent.||The room’s AC was a major letdown. In a hotel open less than a year, setting it to 16°C still showed 25.5°C. Even after switching rooms, it hovered at 23°C with a faint cigarette smell—hardly ideal. Maintenance was unprofessional; the technician spent 5 minutes, said “wait a bit,” and left, but nothing improved after hours. The corridor was cooler than my room!||Laundry service was another hassle. Dropped off at 4 PM, they called at 9:30 AM the next day to confirm washing (disrupting my sleep) and initially said it’d be ready by 6 PM—after the 4 PM checkout! After multiple back-and-forths, I got it at 3:30 PM, wasting my time.||The hardware (minus the AC) was 5-star worthy—clean and modern—but the software didn’t match. I filled out their survey a month ago, expecting some acknowledgment, but got no response. Disappointing for a hotel of this caliber. They need to step up staff training and communication to meet...

I stayed at this hotel expecting a 5-star experience, but while the hardware impressed, the service left much to be desired, averaging around 3.5 stars in my book.

The front desk staff seemed poorly trained—simple questions took over an hour to answer, and they didn’t proactively explain membership benefits like lounge access; I had to ask. There was no clear info on hotel facilities either—no paper guides, just a basic TV intro. For a luxury 5-star hotel, this is unacceptable. Using a voucher meant no room upgrade (unlike my friends’ experiences at other hotels), which felt inconsistent.

The room’s AC was a major letdown. In a hotel open less than a year, setting it to 16°C still showed 25.5°C. Even after switching rooms, it hovered at 23°C with a faint cigarette smell—hardly ideal. Maintenance was unprofessional; the technician spent 5 minutes, said “wait a bit,” and left, but nothing improved after hours. The corridor was cooler than my room!

Laundry service was another hassle. Dropped off at 4 PM, they called at 9:30 AM the next day to confirm washing (disrupting my sleep) and initially said it’d be ready by 6 PM—after the 4 PM checkout! After multiple back-and-forths, I got it at 3:30 PM, wasting my time.

The hardware (minus the AC) was 5-star worthy—clean and modern—but the software didn’t match. I filled out their survey a month ago, expecting some acknowledgment, but got no response. Disappointing for a hotel of this caliber. They need to step up staff training and communication to meet...

Warm greetings were received from Ms. Stella, when I was on the way from the car park escalator to the reception. She recognised I was here before and did take care all the way from checking in and told me to take a rest while preparing the happy hour supper at lounge, she is very considerate and professional!

When I arrived to the lounge, I met Ms.Nicole, who I met many time few years ago in Shenzhen North Pullman. We did have a great conversation, and as always, she is an expert in the field of lounge services.

My room was upgraded. Comfortable, clean, sleeping quality was great as well. Gym facilities are adequate.

Breakfast could be better if frequency of refilling be improved.

Overall, I am delighted and look forward for my next...