I stayed in this hotel on 25-26 Dec 2012 for one night in "Christmas & New Year Special package" and stayed here before around 2 years ago. I was suprised 2 years ago as all the service including the in-room check in is so attentive, great breakfast also, but 2 years later today I am also surprised that they can't keep the service as good as before.
The location is definitely great with the atmosphere of the room, lobby, very very nice decoration combining east meet west.
When I arrived at around 2pm to check in, at first they told me I was upgraded into a suite I felt absolute happy and appreciated. But problem happened when I was asked about the check out time. The package is clearly stated the rate includes a "Guaranteed late check-out at 4pm" on the confirmation email...
(Both of us are in Mandarin)
Staff: May I know around what time you will be checking out? Our standard time check out time is 12pm.
Me: Emmm, is that the package included a late check out till 4pm?!
Staff: Yes, but there's is a sentence stated in below said late check out subjected to availability only.
Me: So can I get a late check out till 4pm?
Staff: Yes, you can, but I need to state that our standard check in time is 12pm.
I was so shock when I heard that, I hope the staff serving you should be attentive when I reached a 5 star hotel, when the staff said something to you, should be based on your rate, package, that's what called "Attentive" but not mentioned what the standard check in time is. I was not arguing but what is the GUARANTEED mean in the package? Seriously the marks is deducted when I heard this sentence, what's the point of telling me the standard check out time is 12pm but actual I confirm got a 4pm late check out?
When I entered the suite, the room shape is somehow like diamond shape, one living room & one bedroom, it is huge. But the first thing I entered the living room, I found out some humid smell (maybe as wooden floor!?), the condition in bedroom is much better with a very nice lighting arrangement. I really like that. The problem happened when we sat in the living room for the whole evening, my girlfriend was so sensitive when the air is not so cleared and dusty, it made her running noise & cough for the whole night, but she felt a lot better when leaving the room and we were in lobby lounge. I also felt the air is dusty when I sat on the sofa.
Service is still my main concern, after checked in, since the package is with RMB500 F&B credit so we went to Lobby Lounge for a tea set. The staff was nice until the bill, I said I was an in-house guest in Rm 1723, she asked me to write down the room number & sign, so I signed the same as on the Registration Card. 15 seconds later she returned ask me to write down my Chinese name, so I did; after 15 seconds she returned again and asked me to sign in ENGLISH! What happened to her!? I asked her why as I don't have an English signature, she said she had to make sure is the in-house guest. SO WHY DON'T YOU ASK ME TO SHOW YOU ROOM KEY? & GO TO RECEPTION TO RECONFIRM MY SIGNATURE? Then I believe she did then I can leave after 3 mins waiting at the end with getting a note from the staff "It's ok now" standing 3 meters away from me.
On the next day we slept till late, we ordered room service at around 12:10pm with an English breakfast, one Ceasar Salad & one "Zen" burger, the male staff told us to wait for half an hour and should reach around 12:40, I said ok. We wait till 12:50pm, my girlfriend called to room service again and said it is on the way, and FINALLY the food is delivered successfully at 13:00, I hope the staff didn't get lost. But frankly, the food and the setting is really awesome! Big portion and tasty!
Upon check out at around 15:45 and we paid the bill, I received the receipt with over charge around RMB110, at first a male staff still informed me since the RMB 500 F&B credit is used up, we had to pay RMB 191 more. But then I asked a female staff we used up RMB580 only, why we need to pay RMB191 but not RMB80? She told me the RMB500 can only use up for one time only, then I questioned where did you state the condition? Then she told me the package is new so they didn't know so clearly. "WHAT!?" Afterwards she gave a phone call in between the reception to somehow and finally clarified. We paid RMB80 only at last.
Besides the incidents on above, it is really difficult to find the reception staff smile but the lobby lounge staff did! Personally feel they are a bit cool and look very serious when approaching the guests, I hope the hotel will face this seriously and don't waste what you have in hardware.
Shangri-La should be better.
Mr. Mok (Room 1723, 25-26 Dec 2012)
- Official Description (provided by the hotel):
- Located in the heart of Futian business district, Futian Shangri-La, Shenzhen, the second Shenzhen hotel for the Shangri-La group, is within easy reach of the Shenzhen Convention and Exhibition Centre, shopping malls and office towers, and is steps away from the newly opened Futian Station, which is the largest underground station in Asia, and the second largest in the world, also is just minutes away from the Huang Gang and Futian Port border crossings into Hong Kong, 15 minutes' drive from the Louhu Railway Station and 30 minutes away from Shenzhen Bao'an International Airport and the Shekou Ferry Terminal. Blending traditional and contemporary designs, this 528 (rooms and suites) Shenzhen luxury hotel brings a new standard of hospitality to the city with its first-rate facilities and renowned Shangri-La service.Being one of the finest Shenzhen hotels, the guest rooms are among the largest in the city with an average floor area of 45 square metres. In addition, 53 spacious serviced apartments are available to cater to the needs of guests and families staying for longer periods.Discover a fine selection of cuisines from around the world at the hotel's superb restaurants and bars, and relax body and soul and in the state-of-the-art health club and luxurious spa facilities.With a commanding view of the city skyline or Shenzhen Civic Centre Park and Lotus Hill Park, Shangri-La Residences, Futian, Shenzhen offers 53 serviced apartments including one-, two- and three-bedroom units, as well as one, three-bedroom unit with study room. Restaurants & Bar: Café Zen: 256 seats, open kitchen buffet offering Hong Kong specialties and local favourites. Shang Garden: 126 seats, Huaiyang and Cantonese cuisine in a contemporary bistro setting. Private rooms available. Seventh Son: 164 seats, authentic and sumptuous Cantonese cuisine. Open for both lunch and dinner, also features 9 private dining rooms. Lobby Lounge: 138 seats, beverage and snacks. Live entertainment from 8 p.m. to 12 p.m. Shang Garden Bar: 50 seats, a wide range of quality handcrafted cocktails made with premium ingredients, whisky, wine, beer, liquor, and snacks Shang Gourmet: 32 seats, freshly brewed coffee, premium tea, homemade baked goods, pastries, classic savoury treats, sandwiches and salads. Corporate Social Responsibility: Shangri-La Hotels and Resorts have unified all initiatives within five key areas of CSR namely, Environment, Health & Safety, Employees, Supply Chain, and Stakeholder Relations under the umbrella brand of "Sustainability." This campaign strives to properly educate its stakeholders, inspire and engage its employees, enjoin its business partners and align with the local community initiatives so that CSR can be used as a more significant tool towards development. ... more less
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- Also Known As:
- Futian Shangri-La Shenzhen Hotel Shenzhen