Sheraton Zhuhai Hotel — Hotel in Zhuhai

Ridiculously bad service!! Not a place I would recommend, especially for treating clients and business purpose. This is not a budget hotel but freaking Sheraton! I cannot believe what I experienced.

At fiery, staff are quite friendly. However, interesting story comes... we went into our assigned room, cleaning lady was there and asked us to wait. She called the front desk to arrange another room for us, so we asked if we should go to front desk to collect our keys. She said no. After a few minutes, she said we need to go down to collect the keys, so we went, and queue (I thought it’s normal for us to be served when next counter staff is ready, obviously no one was aware and available.)

We then waited for a while, then one of her staff seemed to be looking for someone with a set of keys in her hand, so I showed interest and asked. Then I got my new keys. This was not the most “exciting” incident, next episode was. We then checked in to the new room, got changed and be ready to hit the pool. All of a sudden, our door was opened! Someone has a card and able to open our hotel room door!!!! Luckily, we were done changing!! This is absolutely unacceptable!! Poor guests felt so sorry about the incident, and we don’t blame them.

One more ridiculous thing happened after dinner. So we went with another pair of friends, he needed a shave (which should be available in the room but not). So we went to front desk to ask, front desk staff saw the room key, asked the room number and asked him to provide extra personal information. He was only asked for a freaking shave!! And the front desk staff ultimately sending someone to bring it up to the room, what’s the point of asking personal information?!

Then we asked for wifi access, we were telling her there was a problem. After a few information exchanged, the staff raised her voice!! A Sheraton hotel staff raised her voice! In a five star hotel! In the end, it was their unprofessional service and sloppy work and mixed up room information and assignment that contributed to the WiFi issue.

This cannot be the standard of a five star hotel like Sheraton. This is absolutely unacceptable. If this is the true Sheraton, the hotel has went downhill...

The hotel is beautiful and decorated with a Chinese Pavillion as you enter the lobby. There are a lot of pandas decorated all over the hotel and a Christmas tree made of pandas. Though, the front desk officer who checked us in, couldn't really conversed in English, her colleagues quickly stepped in to help explain to me about our room. They were all very courteous, friendly and helpful. It made the start of our stay very pleasant. We were attended by Rita, Minnie and Jane. Jane quickly provided a wechat number that allowed me to reach out to the hotel staff with ease. She also checked to make sure we were comfortable in our room. We even scored a free upgrade to an Ocean View room, which had a gorgeous view of Zhuhai skyline and we could see Macau from the balcony. The room was very clean, spacious and tidy, my husband loves the bath amenities and my boy enjoyed bubble baths each evening. The housekeeper on our floor was very friendly, always asking if we are enjoying ourselves here and the doormen were very courteous. We had breakfast for 2 days. However, the food didn't quite meet expectations, perhaps we set them high after reading reviews. Most of the items were cold by the time we were seated, it is a very popular hotel so we had to wait for abit to get seated however the queue moved fairly quickly. I must say the hot noodle soup was pretty decent! Checkout was smooth, officers were all very nice and kept checking to make sure we had a good stay. I would return, for the price and the service - this was one of the best stays we had experienced in China.We had an uneventful situation after checking out. We left my son's stuffed toy in the room and only realized after we arrived home late in the evening. By then, my boy was in tears as he had the toy since birth. I quickly reached out to the hotel and thankfully was attended speedily by Yuki and Jessica who got the housekeeping team to search for it. By this morning, they located the toy and arranged to deliver to us. At this time as I am writing this, the toy is on its way back home. I cannot be more thankful, so thank you to everyone mentioned, you have been nothing short of excellent! Happy New Year to the...

Although the hotel has a nice facade however upon entering the lobby I was automatically welcomed by a dull atmosphere coming from the lobby lounge, the architecture was nice but it was not balanced light up. The condition of the furnitures in room were not upkeep, off thread sofa, over time stained bathroom. ||The food & beverage offerings at the Feast Restaurant were low far beyond my expectations. I know it’s was a busy restaurant but we were not being greeted and escorted to table during the time we were there. We have to look for our own table where a table tag places on the table to indicate it’s availability or occupied. ||The quality of fruits display on the buffet table was relatively low in quality. Some fruits were oxidized, buffet wares were not cleaned, empty chafing dish waiting to be replenished, wrong food tag to name a few. I told the supervisor on duty that the some of the food tag placed on the buffet table was irrelevant to the food displayed, example the congee area, one of the congee stated salted pork bone congee, in fact it was sliced fish fillet congee, in the event if I have allergy to seafood then I’m screwed. Staff removed the food tag and did not have it replaced and blamed the kitchen for not informing. And asked if she could changed for me …. And f I insisted the pork bone congee can she get it for me ????? ||Staff behavior when announcing last call for buffet was not acceptable as well, the tone of voice seems to chasing us away. ||During my stay the only thing that captured my attention was the view and only the view. ||We went up to the 18 floor exec lounge to check out the place but was not being greeted with a smile, the lady seated at the desk simply asked us to mention our room number that’s it … don’t even escort or introduce the lounge facilities etc… staff basically has zero interaction & connection with guests. How to build a lasting connection between guest if the staff behavior at such ???? ||Well overall that’s my...