Sheraton Shenzhen Futian Hotel Hotel — Hotel in Shenzhen

I recently stayed three nights at the Shenzhen Futian Sheraton. The experience was on par with a three-star hotel experience.

While I understand that the weather has been extra hot and humid, there is not reason to keep the Executive Lounge at over 30 degrees. The staff claim that due to the A/C being "central air" and one fan unit being down, they could not maintain a cool temperature, but upon complaining, they brought the temperature down. I choose to stay in a five-star hotel for a five-star quality experience and the the Executive Lounge for the added service and facilities. This was NOT to be had at this hotel. I have stayed at three-star hotels with better ability to control their facilities. They were just being cheap and didn't want to cool the lounge and other hotel areas until someone complained. The rooms were cooled enough to do the job--but still would not get to what I would consider ideal. We just weren't able to enjoy any other parts of the hotel--so room service was it. After being out all day in the heat, I did not want to head back out for dinner--I just wanted to stay in the hotel and relax--not an option at this hotel.

I have been coming to China for almost 15 years and while I speak Chinese fluently, my travel companions generally don't. I have worked in the hospitality industry as well as in the English training industry long ago and I was extremely surprised to find that the English competency of the staff to be well below five-star quality. Not only could our waitress at one dinner not understand us or us her, but she had to have one of the servers translate for her. The managers/supervisors were also barely understandable. Being Shenzhen, I expected much more than this.

Back to my issue on the A/C. I stopped by the front desk on my first night, the next morning, the second evening, and the second morning to complain about the A/C--which they couldn't seem to keep under control. Each time they said a manager would contact me. While I explained I would be out during the day for business but would be available in the evening, they always seemed to try to reach me during the day and main no effort to have a manager talk to me when I said I would be available. Upon check-out, they said that since I was unavailable during the day, they "put it in my file to address at check-out." In the past, at other hotels, if I have had an issue, a manager is all over it until it is resolved. At this hotel, the managers are nonexistent and don't want to deal with any issues.

While I understand I committed to a room rate and I generally don't go begging for discounts and favors, when I have an experience like I had, it is nice to get something, anything as a gesture that they acknowledge the issue and are really sorry for it. There was absolutely no gesture or acknowledgement from the staff other than to send up a supervisor to say "sorry" and hope to see us again next time--yeah, right.

While the overall rooms were nice, the food was pretty good, and for the most part the other facilities, other than maintaining a comfortable temperature, were pretty nice, the service just killed the experience. I would rate this a one-star experience and would NOT recommend staying here unless you really have not other choice. They are someone conveniently located--two subway stops from the Futian Border Crossing, but there might be some other options better than this...

Visited this in Dec and stayed 3 nights. Pleasantly surprised by the level of service so must give credits to the hotel staff and the training-in-charge. Justifications:

Check in: smooth, professional

-queues existed(YES!) and was properly managed.

the lady processing my check in was diligent, quick, answers questions to the point.

-was able to identify my membership status at the spot (i.e. Does not need me to remind them to check!!!) and asked about choice of welcome gift etc. Even tho this is supposed to be a standard process, not many SPG/Marriott/ritz front desks in China are able to do that smoothly!

You might expect check in to be pretty simple but if you're a frequent traveller like me you know what can go wrong. Having a professional check in was the start of a happy stay

Room: clean; bathrooms seems renovated

room decor was traditional style and showing signs of ageing. BUT spotlessly clean, no moulding smells, not much dust (nose allergy was not triggered, again very rare)

very good linens

bathroom looks newer than room decor. Clean, good hot water system good water pressure. What else can we ask for after a long work day!

very minor thing : hopefully they can change toothpaste to international brands.

Service: top notch at all levels in terms of knowing their jobs well

this is not about "saying yes to everything the guest asked". I'm impressed by how every staff knowing well about what they do, listen to my request and actually understanding it, and if they can't do it they explain it with a reason (and not saying things like this is none of my business). Examples were :

bell boy who accompanied us was able to answer our questions about the hotel amenities. He even proactively told us the gym was upgrading and where the temp gym was

dialling to guest service from room was always quickly answered , requests (e.g. Getting extra pillows) were all very quickly satisfied. Another example was : we asked staff about washing / pressing clothes. When i asked where the laundry list is, she told me and then quickly suggested that the person who comes to collect the clothes will bring us one so I don't have to search for it.

still about laundry : the person ( a relatively older staff) collecting the clothes came with a laundry bag, carefully received my clothes and put inside the bag properly, and was also able to answer questions about laundry arrangements ( returning time etc). Professional at his job!

the front desk and executive lounge : one night we came back not feeling very well and wanted hot water / ginger tea. We first check whether ginger tea is available at lounge, and front desk quickly checked with them so they already know such request when we arrived. Although it's not available we were served hot water swiftly. To make it better the ladies asked the kitchen to help brew ginger tea and sent to our room and that was really heart warming. Thanks again for the hospitality.

To the hotel staff thank you for the hospitality.

To the hotel management, You have managed to train up a great team and it's not easy at all. You should be proud of what you've achieved!

To add on: hotel is located at the exit of a metro station, where you can take the two main lines to city centre or to the two borders. Via the station you can reach a mall with lots of food choices....

Booked this pretty decent deal with details highlighted below:

Rate Plan: Holiday Indulgence W

Description: 1.Daily buffet breakfast for TWO at The Exchange 2.A box of Sheraton Chocolate per stay during National Holiday 3.Stay at Executive suite can enjoy club benefits for two 4.RMB199 food and beverage credit per stay at Mezzo Italian restaurant. This credit does not apply to alcohol drinks and service charge. Any unused portion's of the bonus package is not transferable to other dates for cash/credit

Arrived at the hotel in the middle of the October national holidays, was handed a notice during check in that the lounge was closed. Inquired about the RMB199 F&B credit and puzzled faced SPG check in desk representative mentioned Mezzo was closed. Not to mention the Chocolates, yet another confused expression.............

Representative made several calls and came back with the following: Lounge benefit can be enjoyed at the lobby lounge Mezzo closed but please go to the Exchange for F&B credit We will deliver the Chocolates to your room

Was provided a decent largish room on the SPG floor, without an upgrade to a suite or a gesture of fruits in room or any measures to salvage the unprofessional check in experience. Hang on, should i be entitled one in the first place based on the rate plan or being plat? Well its the holidays and a night stay only anyways, chose to let it go rather than to kick up a fuss.

Late afternoon and perhaps a good time for a beer. Went to the lobby lounge, was advised by the waitress to visit the second floor bar to get alcoholic beverages. Popped into the bar and was asked to hang on while they had to made several phone calls to verify if they were supposed to comp the drinks and snacks. Using the F&B credit at the Exchange, you guessed it, before we could be seated, waitress had to make calls to verify once again, while i checked out the Chocolates sitting in the fridge with some nice looking pastries and cakes.

Breakfast was the best i have ever had at any hotel in China. The vast spread with fresh Dim Sum, home made yoghurts, fresh juices, cheeses, ice cream and cakes. It is more like a buffet lunch or brunch, amazing!

At check out after a solid 24 hours at the property, no sight of the chocolates; mentioned this politely to the representative and got this reply, "Sorry sir, when you are back at our hotel for your next stay, we do owe you a box of chocolates and you could pick it up then" with a smile, of course. I smiled back with very mixed feelings, wondering how does she know if i was ever gonna be back again, ah..... she must be able to read minds.

A conference hotel in such a prime location furnished in the finest marbles and furnishings should have the best software to complement, but this does not seem to be the case. Why bother to offer a package when not a single front desk staff has been briefed or with the closure of a lounge & Mezzo resulting in operations turmoil and perhaps the simplest of things, delivering a box of chocolates so very challenging.

Having so many other good hotels to choose from in Shenzhen, should i revisit for another stay to claim the "elusive" Chocolates while fulfilling the mind reader's prophesy or consider returning to savor the best Breakfast spread i have ever came...