Sheraton — Hotel in Shenzhen

I chose this hotel because it's part of the Marriott brand, which typically guarantees a good experience. However, our stay had several drawbacks.Check-In Experience:Check-in officially starts at 14:00, but despite arriving at 15:00, we waited until 15:40 to check in. A 40-minute wait in line is excessive. The hotel should improve their check-in process or provide better guidance on optimal arrival times.Room and Amenities:The hotel room was pleasant, and the buffet breakfast was enjoyable. The Patisserie was a standout, with excellent offerings.Pool Issues:The biggest disappointment was the pool. Although advertised on the hotel website, it is not managed by the hotel itself. Access requires navigating multiple elevators, and once there, we encountered several issues:We were required to wear swim caps, which we had to purchase on-site.There were no available floats for our toddler, and the staff informed us we needed to bring a swimming diaper.These requirements were not communicated beforehand (on the website, email or in the room). In contrast, our previous stay at another hotel in Shenzhen provided these amenities without issue.Customer Service:During checkout, a staff member solicited feedback and explained that it was a particularly busy day. She acknowledged the pool situation, which was helpful, but it didn't change my overall impression.Conclusion:While I appreciated the staff's efforts, I wouldn’t choose this hotel again due to the check-in delays and pool...

I recently stayed at this hotel for a two-day birthday celebration with my family. The 35-minute drive from Futian Port was smooth, and we were warmly greeted by staff who promptly helped unload our luggage—a thoughtful touch. Check-in at the lobby was exceptional: a courteous female staff member greeted us with a smile, efficiently processed our booking, and kindly upgraded our room while surprising us with a complimentary birthday cake. Her professionalism truly stood out.Unfortunately, our evening dining experience was disappointing. The buffet area is adjacent to a large indoor children’s playground, which hosted over 20 noisy kids during our meal. Their constant screaming and chaotic energy made conversation nearly impossible, and many diners visibly shared our frustration. While the hotel excels in hospitality and room amenities, the disruptive proximity of the playground to the dining zone severely impacts the ambiance. I strongly urge management to reconsider relocating the play area away from the restaurant to ensure a peaceful environment for all guests. Despite this issue, the staff’s attentiveness and room upgrade made our birthday stay...

I recently had the pleasure of staying at Sheraton Nanshan, and I have to praise Anna, the front desk manager, for her outstanding service. From the moment I arrived, Anna went above and beyond to ensure my stay was comfortable, seamless, and truly memorable.Anna greeted me with a warm smile and a genuine willingness to assist. Her professionalism and attention to detail were evident from the start. She efficiently handled my check-in process, explained all the hotel amenities, and offered personalized recommendations for local dining and attractions. Although we had a slight delay of check in as the room was not ready, Anna arranged our luggage to be stored properly and upgraded our stay to a cozy corner room.Anna’s exceptional service truly elevated my experience in Sheraton. She is a credit to the hotel and a shining example of what hospitality should be. I will undoubtedly return to this hotel, and a large part of that decision is because of Anna’s outstanding care. Thank you, Anna, for making my stay so wonderful!Highly...