Grand Hyatt Shenzhen — Hotel in Shenzhen

Grand hotel, located in a tower. With lots of marble. You need to go to 33rd floor to check in. Unfortunately, this is where it start getting complicated. Staff at front desk speak very limited English. Several staff around the hotel, found a clever and simple way to overcome their lack of English ( when the supervisor is not looking ) they simply use a translating app on their phone .Entered the room, which had a very strong moldy smell, so we boosted the air cond and eventually that went away, until we reduced the fan speed and the smell came back.Cafe breakfast was excellent with many varieties and great food . The only issue being the coffee. There is several coffee machines in the restaurant, depending which one is used, coffee can either be excellent or mediocre . In addition sometimes you get sugar and teaspoon supplied , sometimes you don’t. On the positive side, one of staff spotted that it was my wife’s birthday and she was delighted to receive a delicious strawberry cake. Unfortunately despite 2 people being registered in the room, only 1 plate and 1 set of cutlery came with the cake , so we had to improvise…Special mention for the pool lifeguard Jarrett. He greeted us with a large smile and anticipates your needs for a hair cap or towel.Finally , upon check out, since nobody inquired if we enjoyed our stay, I asked for a guest satisfaction survey to be sent to me. I double checked they had the correct email and was surprised to find it had been replaced by an unknown QQ number instead , I am left wondering if this is a genuine mistake or is it something else….. for info the survey never arrived, so I guess it ended up going to the QQ address after all. Overall we found the hotel facilities to be impressive, but service sadly lacking...

During my 3-night stay at the Grand Hyatt, I found the hotel a bit difficult to navigate, especially when moving between floors. The front desk is located on the 33rd floor, while the breakfast restaurant is on the 32nd floor. This layout may not be very convenient for seniors, as there is a long staircase leading down from the 32nd floor to the breakfast area, although there is also an elevator available. Accessing the main floor requires taking another elevator from the 3rd floor. Even after 3 nights at the Grand Hyatt, I still found myself getting lost at times while moving from one elevator to another.When traveling with someone, the bathroom setup can be inconvenient. The shower and bathtub are in one room and it's transparent. The sink is also in the same area, which means that when someone is showering, another person can't use the sink.I would like to express my gratitude to Francis Chen, the team leader of the guest department. The day before I checked out, I was expecting a parcel to be delivered to the front desk. Unfortunately, due to some communication issues, the parcel was returned to the shipping company. Francis was incredibly helpful in coordinating the delivery of the parcel to my next hotel in Guangzhou. I truly appreciate his exceptional service and willingness to go above and beyond to assist me. I also learned during our communication that his English proficiency is quite impressive, especially considering that he only started learning the language five years ago. Thank you, Francis, for your outstanding assistance – you're...

After checking in, I found the room to be poorly ventilated and excessively hot, suspecting an issue with the air conditioning. Initially, I was willing to overlook it and had adjusted the air conditioning, deciding to wait a while longer to see if the situation would improve.

However, by 3 a.m., unable to bear it any longer, I finally called the front desk to request that a staff member come to the room and assess the situation. It was so bad at that point that even the temperature and air circulation in the hallway were better than in my room. The staff member arrived with an attitude of "there's no problem, that's just how it is," trying to convince me that everything was fine. Yet, even their own instrument confirmed issues with the ventilation system at the air vent. After another call to the front desk, they also attempted to persuade me that the air conditioning was functioning properly. Is this the service one expects from a five-star hotel, where instead of addressing the problem, they try to convince the guest that there is no issue?

Finally, at 3:30 a.m., I was moved to another room where the air was much more breathable, and the air conditioning was working fine. However, the bed was noticeably smaller by at least a circle, leaving my feet hanging off the edge throughout the night. Nevertheless, I was at least able to get some sleep.

Overall, I definitely did not feel this experience lived up to the standards of a five-star hotel. Basic facilities had issues, and I would not consider staying...