Vienna Hotel (Shenzhen Airport) — Hotel in Shenzhen

We book and paid through Egencia. The hotel staff do not speak english but we had a girl with us from the company we were visiting in China. They told her, they needed a fax to confirm our reservation. We called and Egencia sent it, even then the staff hide it from us and instead showed another fax written in chinese saying the booking was a fraud... And we needed to pay another time. They showed this "confirmation" and say it was written my name on it, but it was another name instead. They showed us 5 different "confirmation of fraud" all with different customer names written on it and insisted that those names were my name...||||Also they showed me the real confirmation from egencia and still wouldn't give us the room unless we pay the room another time and cancel from Egencia... We say we can't cancel and still they wouldn't give us the room until we pay another time in CASH.||||We spent over an hour and a half over the phone with Egencia, and a translator so they honor the booking and they wouldn't do it.||||The girl with us was tired so she paid for the room in cash so can have the room... We filed an official complaint with Egencia and after, an hour and a half over the phone they finally cancelled it. ||||Be aware you may have to pay twice or leave without a room that...

Lack of fluent English speakers at reception. Flew into T3 and was somewhat of a nightmare trying to figure out over the phone with my broken Mandarin when and where to meet the shuttle. Somehow we connected with the shuttle driver, amazingly. For those flying into terminal 3, I would recommend calling the hotel to let them know when you'll be arriving (if they can understand you). (If you have WeChat, add the hotel as a contact and they'll be able to translate whatever messages you send them into Chinese.) We were told to head to gate 15. From the 2nd floor, we took the escalator down to the passenger pick-up area and walked left towards a small police booth. If you keep going straight past it, you'll cross a small street and there's a parking lot for shuttles to wait. Make sure you get on the correct Vienna Hotel shuttle because there is more than one such-named hotel. I hope this saves someone the headache I dealt with!

Hotel itself is nice. It looks horrible from the outside, but the rooms themselves are very decent. I appreciate that there's a little snack shop next to reception instead of the usual vending machines with extremely...

I arrived at this hotel after midnight. I had called the day before to warn them that I would be arriving later than I'd originally said in my online booking, and they assured me it wouldn't be a problem. But whaddayaknow, when I arrived, the front desk lady (I've nicknamed her Nancy, as in Negative) informed me that they'd given away my reservation since I arrived late. I could still book a room, but for a higher fee. While I tried to explain to Nancy that I had called the hotel ahead of time for exactly that reason, she simply wouldn't hear it. I noticed that several other reviewers experienced the exact same situation at this hotel! Oh well. The hotel itself was very clean and comfortable, and the location was convenient both to the airport and to the metro. But overall, sorry Nancy, next time I think I'll...