JW Marriott Hotel Shenzhen Bao'an — Hotel in Shenzhen

…actually, ‘memorable moments’ is a better description, having just spent the weekend at JW Marriott, this time in Bao’an… it was a birthday weekend celebration, specifically in Shenzhen, as the birthday gift was to see The Phantom of the Opera… & after having a nice experience in Sanya last month, it was perfect to have a Marriott property walking distance to the opera house..||Once our agent confirmed hotel reservations, thus began the communication between hotel & myself, pre-arrival issues…very fast, efficient and informative replies …even going as far to offer assistance with purchasing show tickets, had we not been able to do so from our side…||Hotel (buick) pick up from train station, approx 30min traveling… comfortable and quick check in (thank you, Summer, for taking the time..) …booked 2 rooms, king and twin, assigned at Main Tower (there are also rooms in the Glory Tower, which is the building closer to OH Bay; the ferris wheel, mall (shops, restaurants, kids’ play area) basically just across the road from the tower …fyi, although walkable, theres a hotel shuttle that can bring you to/from towers & OH Bay area|….anyway, back to our rooms: separate toilet & shower/bathtub rooms …rainshower, check! …as it is a luxury hotel brand, rooms’ design is classically elegant, as expected from a JWM …comfy beds, adequate lounging area, smart separate placement of luggage/closet spaces, fantastic sunrise view||As was a 3D2N stay, and the show was our main focus, we only used the main facilities ie buffet breakfast at The Shenzhen Kitchen, a very large dining area…efficient placement of foods & drinks, lots of floor staff to clear tables + chefs/cooks to serve at buffet counters, refill foods, etc… we especially appreciated the chef who went around tables offering freshly baked croissants (guests can actually see the baking process as the oven is near bread counters) … we tried Room Service twice; portions are properly sized, and food is still hot when delivered… our rooms included Executive Lounge privilege , so we had to try their afternoon tea & happy hour/canapés sessions on 28/F …very welcoming staff at reception & friendly/efficient lounge staff, assisting at food counters ∨ guests’ tables … theres an outdoor pool, but also an indoor one which stays open in the evening; but be sure to bring your own swimming cap, per indoor pool rules…||nice, bright & airy lobby, with staff at reception, concierge, on floor ∨ at entrance, always ready to offer assistance, answer questions, if not just smile with a greeting… it all felt old school to me, ie the service style & standard the staff were providing, like it was back in the good old days (well, my old days, my younger, earlier years in the industry)…it all felt very personalized and sincere, which is not as common as you’d think it should be in hotels nowadays, be it because of current generations or ‘different’ management approach… as such, especially in helping me to give our daughter memorable birthday celebration moments over the weekend, to our new ‘friends’, let me say: ‘all of you know how each of you/your team made me & my family feel welcomed and at home, so i thank you: ||Gavi, w/Andy, Edison & Elena @ Concierge|Helen, Franky, Thea/Davis @ Reception/Guest Service |Irene w/Jean, Sally, Yuki, Kiri, Miya @Executive Lounge|Lucky & Alan @Room Service/In-room Dining|Skye & Michelle @Lobby||…but theres 2 staff who i found outstanding, handling us personally if not liaising with related staff, w/pre-arrival issues, then with various matters during our short stay…’thank you, Eason @Concierge, |and most especially Nelson @teamGSM (w/Grace)…even though you were at Glory Tower, you continued to keep in touch, ensuring we had a comfortable stay… good job, gentlemen, and everyone above-mentioned, with sincere thanks!||‘Mr Young, you have a wonderful property in Bao’an, and amazing staff who do ‘take pride in the details’, thus providing very personalized customer service. Congratulations!..and on behalf of my daughter, thanks again for a memorable...

Letter of Appreciation Dear Management and Staff of Shenzhen Qianhai JW Marriott Hotel, Greetings! My family and I recently stayed at your esteemed hotel and had a truly wonderful vacation. Every aspect of our stay reflected the luxurious philosophy of the JW Marriott brand, as well as the meticulous care and professionalism of your team. I am writing this letter to express my heartfelt gratitude to all the staff at your hotel. First of all, I would like to extend my thanks to the front desk staff for their thoughtful arrangements. During check-in, the front desk staff kindly upgraded our room, which was a delightful surprise for us. The upgraded room offered a stunning view, with the Happy Harbour Ferris Wheel visible right from our window. Such a breathtaking view brought great joy to my wife and son, making our vacation all the more memorable. Secondly, I am especially grateful to the concierge staff. When we ordered food delivery, there was an error, and it was mistakenly sent to the Light Wings. The concierge staff quickly assisted us in resolving this issue and helped retrieve our food. Their attentiveness and efficiency truly impressed us and eased our concerns. Our dining experience at the hotel’s buffet restaurant was equally outstanding. The variety of dishes was exceptionally abundant, especially the seafood and beef selections. I would particularly like to commend the chef in charge of the steaks. Not only did he patiently introduce us to the different types of beef, but he also took the time to ask my son about his flavor preferences and specially customized the preparation to suit his tastes. Such detailed and enthusiastic service left us thoroughly impressed and satisfied. Furthermore, the housekeeping staff who cleaned our room each day also left a lasting impression on us. They ensured that the room was always impeccably tidy and thoughtfully organized our personal belongings, adding a warm and personalized touch to our stay. Their dedication and care made us feel truly at home. One of the most touching moments occurred during our checkout. My wife, in a moment of carelessness, left her precious ring in the room. When we realized this, we were understandably anxious. However, your staff members Ada and Yuki immediately stepped in to assist us. With their help, we quickly recovered the ring. Their professionalism and sense of responsibility brought immense joy to my wife and left us deeply moved. This exceptional stay demonstrated the high level of training and dedication among your staff. From the front desk to the concierge, restaurant, and housekeeping, every member of your team displayed remarkable professionalism and a commitment to ensuring that guests feel at home. The luxurious philosophy of the JW Marriott brand was perfectly embodied in the actions of your staff. This unforgettable experience has left a profound impression on my family and me. I will enthusiastically recommend the Shenzhen Qianhai JW Marriott Hotel to my friends and look forward to returning during future vacations to enjoy the same top-notch service and luxurious experience. Once again, I would like to extend my sincere gratitude to all the staff at your hotel. Wishing you continued success in your business and all your staff the very best in their work! Yours sincerely, [Kenny Ng Ching Ming] Date:...

We stayed here recently this week and had one of the most disgusting and falsely misleading meals of my entire life. The Shenzhen Kitchen restaurant advertises foreign chefs, fresh high quality food and a number of premium features. We decided to have dinner there and found a restaurant far below the standards of any Marriott in the world.

Upon arriving just as the restaurant opened, we should have received hot and fresh food. What we received was cold, congealed and low quality generic restaurant food that had obviously been prepared much earlier. We were not greeted by a single member of staff which is inexcusable in a 5 star hotel that charges 1400 rmb for dinner for two. They also advertise English speaking staff but guess what? Not a single staff member in the restaurant spoke English. We luckily speak Chinese and English. This came in handy when the chef loudly complained that he hadn't cooked "foreigner food" or prepared a carved meat station (Which Marriott advertises to justify the high restaurant price). You heard me. He not only complained about foreigners but refused to prepare the high end menu items that Marriott advertises for this restaurant because he (Direct quote from the chef) "Didn't feel like it". So at 1400 RMB for two we now had inedible cold and old food. We also had no carved meat other than the meat scraps they cook on the grill for cheap because the chef didn't feel like it and complained about foreigners. This is a wildly low quality restaurant that serves a few tough, cold and disgusting kebabs so they can claim to serve "Indian food". We've been food reviewers in China for ten years and I've got to tell you that this was the most low quality "5 star" hotel meal we've ever had. Other problems- The waitstaff was rude and ignored requests in both English and Chinese. The restaurant previously advertised "King Crab" legs but what they offer are waterlogged, mushy and disgusting tiny crab legs reheated and overcooked. The restaurant manager tried to tell us that the meat strips they cook on the grill are a "meat carving station". I can show you Marriott's advertising showing an actual carving station. It shows a full side of beef with a smiling chef and roasted vegetables. Absolutely none of this was prepared. The restaurant does not communicate with the rest of the hotel. So when we complained to the front desk, they told us they had no idea what happens in the restaurant and had no explanation for why our experience was so miserable. We will never stay or eat at a Marriott again. This was overpriced garbage on the quality level of street food or fast food. Can you imagine paying 1400 rmb for two and having to choke down cold, stale food at a Marriott? Absolutely not. Don't trust any ratings you may see for this restaurant. As soon as you arrive to see the small, generic and unfriendly buffet...you'll realize you've been misled. 1400...