Four Points by Sheraton Shenzhen — Hotel in Shenzhen

The hotel is located not far from the Futian border and provides complimentary shuttle bus for the convenience of customers. In terms of hardware, the hotel is of good standard that values for the money you paid. However, the hotel management needs to provide more training to its staff, including their frontline managers, on the sense of customer services. I booked a non-smoking suite at the 3,000 bonus point suite package rate on 9 January 2016 and checked in after 7 pm. However, when entered into my room, I smelt a very strong smoking smell in the room. I called the front desk to request for assistance at around 8 pm but the duty manager offered me either moving to the west tower (the hotel has my record that I dislike west tower rooms due to its inconveniecne) or having my room downgraded. Naturally I declined both options as they were to my disadvantage. Then the duty manager asked me insultingly "What do you want?" Such manner is totally unacceptable in hotel industry as a good hotel staff should suggest appropriate solution to a suffering hotel guest rather than asking the hotel guest to put forward the solution. The case also reflected some loophole in the housekeeping because the hotel should have adequate time to clear the strong smell as I checked in very late. Put an air freshing machine in the guest room to clean the air late at the night after the guest moving in would only add more disturbance rather than solving the problem.

The standard of the club lounge is another area for improvement. Although the hotel staff would ask the room number of the incoming guest such that unqualified guests could no longer use the club lounge as in the past, the quality and variety of food provision remained at very low standard. Moreover, it appeared that the club lounge staff were keen on closing the club lounge punctually. I arrived the club lounge after 7 pm and just took fruits there (I already had my dinner elsewhere beforehand as I could still remember the poor food quality in the club lounge). While I was looking at my phone message, the club lounge staff tried to take away my dish without asking on grounds that the club lounge would be closed in a few minutes' time! If the hotel considers it not cost-effective to run the club lounge, it shoud consider closing it because its continuous existence without improvement will only deteriorate the hotel's image.

The hotel problem did not end here. After my checkout, I notice that my bonus points were short-credited. The hotel used a wrong rate to calculate my entitled bonus points. Most importantly, the 3,000 bonus point associated with my stay was still missing even after I pointed out the mistake fhrough SPG.

Of course, the hotel has its own merits. The buffet breakfast is very good and the hotel staff are generally nice and helpful. Nevertheless, a few of its staff would need to be re-trained in the provision of customer services if the hotel wish to be excel in the industry.

All in all, the hotel is value for money despite the shortocomings...

1 month ago i had stayed first time in this hotel.

room condition was good but i cannot found special one.

but i remember 1 staff who smiled brightly

i remembered that staff name so i reservated by him 1 more time 3week ago.

it was excellent choice to me in 2th visiting.

i had cold so , when i check in time i had cough.

at that time that staff was watching and recognize my condition and prepare a air purifier in my room before i enter the room.

i was suprised ike that suitable response. i don't ask to anyting but he recognize to my condition and directry response.

i had impressed like that service that never been experienced.

1 weeks ago i need to visit again shenzhen for business third times.

but my business gust want to stay near nanshan. there was far from fourpoints sheraton.

but i do not hesitate to reservate four points sheraton in shenzhen. that's why i already enrolled SPG last 2th visiting and i hope to see again that staff and hope to experience that service one more again.

3th visitings was best wanderful excellent, choice that never been experienced before during over the 100 times visiness tourings.

last week , last night , i was very busy for business meeting so i can't watching news that typhoon is comming

untill than staff anounce me typhoon news.

so i need to directly change my airplane schedule and need to delay check out time or stay 1 more night.

but i have no chance to do it.

that's why that staff guy already check the my fright and help to chage my fright time and pluse make it 1 more day stay.

how can't i choice this hotel?

i remember that staff guy named raph .J,

next month i have plan to go to guangzhou with my employees.

it take a 1 and half hour from shenzhen but i will reservate this hotel.

i am sure, I am already become a fan this hotel.

during 10 year, i had business in china so over the 300 times stayed in many hotels in china.

but i had never been experienced before like this fantastic service.

i have many hotel membership card, but from now i don't need anything ,

i will set up my royalty only on SPG membership.

when last day in my staying , i want to show my appreciate to that staff,

so i invite to him 23th floors dinner with my boss.

OH MY GOD^^

but he make a mistake

that he already pay all that personally.

HOW CAN DO THAT??.

how can we repayment to him and hotel??

next time our company hope to invite him to my korea company and ask for a lecture about ULTRA typoon service.

i think most important thing in hotel is not ROOM condition but real HUMAN relationship.

i will remeber FOREVER this hotel four points sheraton in shenzhen in china and honors staff named Raph J .

thanks for all that to hotel and sincerly appreciate to that staff

.

for...

as i was stepping up to the counter for my turn in the spg check-in queue, a lady promptly cut in from the left side and the counter agent began to help her. whatever, maybe she didn't see me standing there in my bright orange puffer vest? as she was checking her in, i over heard her offer her an spg membership application so she could earn points. awesome, she's not even an spg member. finally it was my turn. i was told there were no more executive rooms available. note: it was around 630pm when i was checking in. not that gold status is huge deal, but other hotels always try to accommodate and i've never had anything but exceptional treatment at any starwoods resort in china, including several stays in shanghai, nanjing, ningbo and the shenzhen westin. back to the check in, a gentleman said the rooms are the same sans a few minor details and said he would have the room made up with spg amenities. it never happened. to get to my room in the west tower, you have to transfer elevators on the 5th floor and cross about 100 meters to the other elevator bank. again, take this with a grain of salt as i am admittedly not feeling well and the walk felt like a marathon. fast forward and i'm sleeping in bed. by the way, do not expect any heavenly beds here. this was definitely a mistaken assumption on my part. while it was not the usual chinese rock hard slab, it was far from a heavenly bed. moving on. i'm a very still sleeper, but happened to roll over to the other side of the bed to encounter a wet spot seeping up from the mattress. what!? totally freaked out, i called the duty manager at just after 4 am. i will say the gentleman was great - prompt courteous and helpful. he immediately switched me to an executive room on a higher floor of the same tower and in fact in the same stack. 2nd night after a long day out at factories, i arrive home and feeling a bit sick was hoping to crank up the heat and cozy up for the night. i arrived in my room already having the chills and the temperature was 18c. i called the desk to see if somebody could come check out my heater and he said there is no heat today because they turned off the main system. he offered to bring up a space heater and one arrived at my door. 45 minutes later it's still pumping out cold air. i will likely be moving to the sheraton in futian tomorrow, but am also seriously considering making the move tonight. if it weren't for my freaking pounding head and fever, i would have been out of here long ago. signed. grumpy ...in fairness, i have not written positive reviews for the countless great experiences i have had at other starwoods properties. it always seems that the bad experiences are more motivating to take action than the good. i will endeavor to...