Futian Shangri-La, Shenzhen — Hotel in Shenzhen

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...

When we arrived we have to wait 2 hours before we can enter the room since we came early (9 AM) while the room can be entered only after 11 AM. We can enter the room immediately only if we pay half day charge of the room, which we reject. The room provided was a corner room, which the layout quite not efficient which make the bed room looks a bit small. The interior of the room can be considered tired and not finished (???), since the finishing of the drop ceiling right above our bed was teared off without replacement. The bathroom is quite large but the shower area has a problem with the floor surface, where water will accumulated in the area opposite of the drain hole. This is quite annoying since the dirt will be kept there unless we sprayed them toward the drain hole. As we are very busy with the conference we attended during our stay, we haven't make complaint about those issues. However, we suggest that the hotel should repair those problems before seling again the room to the guest. The staffs are very kind and supportive but in some cases we found some of them too over-active since many times we were pushed to go to the reception counter when we enter the hotel bringing a small suit case although we try to mention that we are already guest of the hotel. They only stopped after we show them our hotel access card. So, to summarize the experience : The reception staff : poor due to forcing us to pay for half day charge to enter the room immediately, and they forgot to arrange our luggage to our room, so we need to call by ourself after waiting so long. Concierge : good, even they help to get a shaver that I request. Also helpful when we try to find information and taxi. Room : poor, due to the tired and un-finished interior, layout, bathroom shower area floor drainage issue. Hotel cleanliness : good, nice and clean Hotel location : good, near exhibition center and...

Check-in service is great and get the room fast in 3707 (said upgraded). The staff had promised the check-out time at 4PM, but your hotel staff had called us on the original check-out time and he said we have to check-out. I had mentioned you guys had promised to get a late check-out when we check-in, and the staff just keep asking in more detail..... so ignoring.

At the morning time, as a JADE membership can have a free breakfast and can't get into the 37 level for the breakfast it is fine, as the staff called "Carol" or sth like that..... (Morning period around 9am at 37/F club lounge, the female staff). After that and before we are going down to check-out around 2pm, we wanna try to have a look at that lounge, and give her again our room numbers. She let us to go in, but after 10mins she come in and click us off of this lounge. She said we are not entitle to go in, cos your room is upgraded and not offering us like that. She is so impolite to telling us and click us out...... the problem is she let us go in, and we have give her our room number first. She had to check it clear all before to let us go in, If we can't. Please let us know before that.

What kind of service you guys a providing? is it a good hospitality service providing to all of the golden circle members? I don't think I will choose it back to stay here anymore and i must try to leave that cased comment to some of the hotel website as well. like TripAdvisor.

Really unacceptable.... good starting...