Hilton Shenzhen Shekou Nanhai — Hotel in Shenzhen

I chose this hotel to spend our anniversary, because many people say that this hotel is great. But the experience is terrible. ||The attitude of the front desk of the hotel is very bad, and it takes a long time to handle. They claimed that they couldn't find my reservation and took my mobile phone and walked around. Finally, they gave me a very dirty room, which was filled with moldy smell and all kinds of hair in bed and sofa.||I told the management of hotel about the problem I found. A manager who claimed to be Yolanda called me and said that she would call housekeeper to clean it . She didn't even say a word of apology, which surprised me very much. I don't think this is the hospitality standard of Hilton Group.||I waited for an hour, but no one came to clean up. ||I chose this hotel to spend our anniversary, because many people say that this hotel is great. But the experience is terrible. |The attitude of the front desk of the hotel is very bad, and it takes a long time to handle. They claimed that they couldn't find my reservation and took my mobile phone and walked around. Finally, they gave me a very dirty room, which was filled with moldy smell and all kinds of hair in bed and sofa.||I told the hotel about the problem I found. A manager who claimed to be Yolanda called me and said that she would call housekeeper to clean it . She didn't even say a word of apology, which surprised me very much. I don't think this is the hospitality standard of Hilton Group.||I waited for an hour, but no one came to clean up. ||I complained about the above. A manager named Aileen said that all they could do was that. I was welcome to continue to complain.||So I won't choose this...

Located near the sea world vicinity, this property gives off a city resort feel. You don’t really feel like you are in a bustling busy city with scary traffic in this area. It’s particularly convenient if you are coming via HKIA as it is really close to the ferry terminal.

The property itself is quite large, with 2 separate wings. Have stayed in both, and while the rooms in the Nanhai Wing is larger, I think the main wing is nicer, although both have its own pros and cons. I have stayed in suites for both wings and I am still split between the two. Eg the executive lounge is located in the main building, which is a short walk away. But if weather is bad, you will have to bring wet weather gear since it is not fully sheltered. There is a complimentary buggy service between the 2 wings that is really of not much use, since the guests don’t observe queuing and won’t even blink to fill the tiny vehicle up even if you have obviously been waiting for it for ages.

As for the main building, the upkeep is not as good as the nanhai wing. Lots of scrapes and cracks around the room. It feels a lot more tired than the actual age of the property if you have a keen eye.

Staff attitudes were below my expectations, and only after realising I am a diamond member did it become better. Club lounge resembles a zoo during happy hour, and since 90% of the guests are clearly there to stuff mountains of food on their plates (a lot of which just gets thrown away) it isn’t a nice environment to be in. Although this is not the fault of the hotel, but perhaps food can be replenished at a faster rate. Overall, I really want to love this property, just that there is still quite a lot of room for...

I was initially interested in staying at Hilton Shenzhen Shekou Nanhai, but for several reasons, I chose another hotel due to its more convenient location. Nevertheless, I visited the Hilton with my siblings to explore whether it might be a suitable option for a future stay.

To be honest, the hotel didn’t appear particularly impressive in daylight. As we were quite hungry, we attempted to dine at the Chinese restaurant, Sui Xuan. However, the receptionist informed us that all tables were full and declined our request.

While looking for another dining option, we asked a passing hotel staff member for suggestions. By chance, Mr. Derek Shek, Food & Beverage Manager, happened to walk by and overheard our conversation. He kindly approached us and asked where we were headed. Upon learning of our situation, he said he would personally contact the Sui Xuan and arrange a table for us.

It was only then that we realized lunch service was almost over. Yet, Derek went out of his way to ensure we were accommodated, demonstrating genuine care for guest satisfaction.

The service quality and professionalism shown by Hilton, exemplified by Derek, far surpassed my experience with IHG. At InterContinental Suzhou, both senior and junior staff would insist the restaurant was fully occupied, even though many tables were clearly just awaiting clearing.

Derek truly set a high standard for service and integrity, reflecting the excellence of Hilton's management. Derek demonstrated that the hotel is truly worth considering, as its management shows genuine sincerity in ensuring the satisfaction of every guest—even those...