Marriott Hotel — Hotel in Shenzhen

We went to executive lounge to check in as my friend is a platinum member of Marriot（137725737）. Before we entered the lounge, we encountered at least 4 Marriott employees but only one cleaner greeted us. Our room was upgraded to a corner room.The check in service was okay,but without smile. Later in the afteroon we decided to have a bath. However,we saw four hairs in the bathtub,and there was stain on the bathtub. I couldn't bear any sanitary problem in Marriott,so I called the duty manager. I have to say that the duty manager made my experience even worse. I feel like she couldn't get my point at all during our communication. At first all we want was just a sincere aplogy and a clean bathtub. However, after the manager saw the hair and the stain in the bathtub, she didn't show any apology. She then called the housekeeping manager to see the bathtub, and the housekeeping manager showed no apology at all as well. They just asked me whether we want a re-clean. So we say, we want an upgrade to a real suite with clean bathtub. The duty manager said there was no suite left, she could only arrange another room in higher floor, which is two floors higher. lol We agreed as we were there for a leisure journey and we dont want to waste time on this. However, it took the manager an hour to arrange the room！ So when the manager finally called us for the room, i asked her do you think you need to apologize for all this？ Well, she answered that there was really not suite left. Execuse me, i dont understand the logic behind this. Because there was no suite left so she doesn't need to say sorry and show apology??? That's ridiculous. We refused her offer and decided to bear all this since it was already late. We then planned to eat something quickly in the lounge and go out for a walk. However, the new room key she gave us doesn't have permission to the lounge floor. I feel exhausted in this hotel and all I want was leave there as soon as possible. The manager then asked us not to leave and aggreed 7500 marriott points for compensation. But That's not the end！ She asked the front desk to re-do the room key with lounge floor permission. However, when we went to the lift, the room key still doesn't have permission to the lounge floor. So the manager used her keycard and told us that she would tell the lounge to re-do the key card for us. But the lounge didn't know about...

Had a very nice short stay at this lovely Marriott. Very friendly staff, beautiful lobby and well appointed rooms with comfortable beds and spectacular views. The lobby is located on the 43rd floor and rooms span up to floor 59 where the “executive lounge” is located, more in this later. There is a fitness center and rooftop pool on the 62nd floor, but arrived too late to enjoy these.

The room had a spectacular view of the bustling Nanshan area of Shenzhen. The bed was very comfortable and the room size was really great. The bathroom was one of the nicest appointed amenities I’ve seen in a Marriott, with a very modern design and an amazing waterfall shower with a cool push button easy on/off. Only awkward part was the bathroom had no walls in 2 sides, you had to slide the 2 walls into place and where they connect in the spot you would enter or exit from was blocked by the stand-alone bathtub, so you had to full open on wall in enter and exit. Not a deal breaker, but odd. I paid for an upgraded room to include the executive lounge my colleague and I were arriving late and after reading many reviews assuming the lounge would be a good place to relax after 20+ hours of travel and have a light dinner. Firstly The lounge is small and nothing special at all. Don’t be fooled by all the pictures online, there is a beautiful main in floor lounge which appears in all the pictures, completely different from the executive lounge found on the 59th floor. We entered the lounge at 7:50pm and were told there is no more food, they stopped serving at 7:30pm. The lounge hours were supposed to be open until 9:30pm and said nothing about food service stopping so early, so I wasted a 400RMB upgrade for nothing. I went to the front desk to complain and after 30 minutes of back and fourth they manager accommodated us with one free buffet meal and the 2nd meal we’d have to pay for. The buffet was 368RMB each, so I did not at all get my full compensation nor any discount, but we were tired and hungry so accepted the “solution” and went to enjoy a nice, now late dinner at The Kitchen buffet, which was extensive and delicious. Overall I’d highly recommend this hotel and would return. The outside grounds were...

Good :

1. Guest Relation Office (Jessie Liang and Teresa Li) already prepared my room well in advance and according to my request which was great
2. The hardware was very good (room is contemporary and well decorated with nice view and everything was clean and in tip top condition)
3. The positive factor is that there is a fresh juice station.
4. All the staffs at the Executive Lounge were good

Bad

1. Lounge / Bar area on Level 43 (no waiter/waitress to serve us after 10 minutes in the Lounge/ Bar area) there is only a lady bar tender and a female cashier attending to the whole lounge we had to go over to the Bar counter to take the Drink menu and pay for bills ourselves without any service rendered why do we have to pay for Service Charge when there is No Service Rendered? This is simply ridiculous for a Top 5 star hotel lobby lounge during payment of the drink menu, I showed the cashier my Club Marriott membership and Elite Status which were entitled F&B discount. However, she has no idea what the card was and even claimed that there is no discount at all. I don't want to argue with her after 10 minutes and just left
2. Concierge gave me wrong information resulting in additional payment of HKD 350 during checkout, I asked Concierge whether I can take a DIRECT bus/coach from China border to Hong Kong Wanchai district and he recommended using Shenzhen Bay Custom I told him that I have been using the Huang Gang border for the past 12 years and I only wanted a Direct Coach from the custom border to Hong Kong Wanchai district however, this was not the case when I cleared the customs at Shenzhen Bay border. I had to take a shuttle bus, then changed to a public bus and then changed to a train or another bus when I checked with the staff over there because this was too complicated and I had 2 luggages with me, I had no choice but to take a taxi to my destination the total cost of my taxi was HKD 430 the usual ticket I normally bought from Huang Gang border is around HKD 45 range thus, the Concierge gave me WRONG information resulting in a...