We stayed during Xmas holidays and had great experience. Great view, clean room, friendly staff, good food and best location with access to good shopping, Metro, and many restaurants. Highly recommend
Came to Shenzhen for a short visit during Christmas. Nice luxury hotel. Very good service and food. Rooms are spacious and clean. I enjoyed the tranquility of Club Lounge and food of the cafetería in 1st floor. Special thanks to Cindy Zhao who took care of me during my stay. Very attentive and loving service. I will definitely come back.
A comfortable place where I feel like a home away home. Food is one of the best in all the hotels I stayed in Shenzhen. Staff is good and helpful. Hotel is always clean to my high standards of requirement
The Club lounge and Italian restaurant staff are very nice. Larissa at the Club took over an hour helping me fill in Chinese language forms. The buffet has great views and nice selection both for breakfast and lunch. The Italian restaurant has an affordable lunch menu and terrific steak at night. Thank you all!
In the hotel hierarchy inside my mind, Grand Hyatt is not a member of the premium club, which hotels like the Ritz-Carlton and Mandarin Oriental are a part of; nor is it merely on the upscale level like Sheraton and Hilton. For me, Grand Hyatt is a brand between these two tiers, somewhere similar to Conrad’s position. This is the expectation I held when entering Grand Hyatt Shenzhen. In fact, this Grand Hyatt has primarily met this set of expectations in my mind. However, there were still some places that quite struck me as I had not expected them to exist in a hotel on this level. Fortunately, Ms. Doris Liu, the front office manager, managed to smoothly resolve the most intolerable one. The hardware of Grand Hyatt Shenzhen is undoubtedly on the level it should be. I would say that this Grand Hyatt has even gone beyond that. It inherits the modern homey style conventional to most Grand Hyatt hotels. Never lavish, but trendily warm; never cold, but comfortably calming. This adorable vibe extends all along the way from its entry lounge to its lobby and eventually to its rooms. Such a vibe is particularly lovely given the bustling setting on which Grand Hyatt Shenzhen stands. It is indeed a quiet modern oasis in the busy downtown Shenzhen. As the above paragraph has hinted, Grand Hyatt Shenzhen has an exceptional location. It is right above a large-scale shopping and leisure complex, where everyone can find many clothes from Uniqlo to Hermes, many restaurants from Hong Kong to Japanese, and many leisure activities from ice-skating to movies. I would say the complex in itself is already a vacation destination for middle-to-high-end customers. In case we want something more local, the city's traditional downtown is literally five minutes walk away. One of my friends always stays at Grand Hyatt when she is in Shenzhen. She told me that even if I do not stay there, do still use the proximity of a hotel to Grand Hyatt Shenzhen to judge how convenient that hotel is. I find what she said very true. The reception desk was also on the Grand Hyatt level – they were delicate and friendly. Unfortunately, there were some soft aspects outside the reception which were not so Grand Hyatt. The first was the hotel's negligence of the room preferences that guests explicitly told the hotel when making the booking. I made my booking via my World of Hyatt account, hoping that my note of room preferences could reach the hotel more directly. I made the preference note on the space the Hyatt app provided to me when making the booking. I wrote the note in a particularly concise and clear way, so I relaxed and assumed that the hotel would make the arrangements accordingly. However, when I checked in, it surprised me quite that the receptionist asked me if I preferred a smoking room or a non-smoking room. Right at that spot, I already realized that the hotel might not really receive my note right, so I asked the receptionist whether she could see my room preferences at all. Surprisingly, she answered me there was no record of such. I immediately opened my World of Hyatt app and saw that the app had indeed had all my preferences. To avoid blocking the check-in queue, I could only accept the room that “kind of” matched my preferences among the few rooms available at that time (which, in fact, did not really match with my preferences). Although I accepted the room for the sake of the smoothness of the queue, I did not find this error acceptable. This is a systematic problem. The preference/special note column in the World of Hyatt app is supposed to be the most official and the safest way for guests to communicate with a Hyatt hotel. The fact that Grand Hyatt Shenzhen could not take note of my preferences marked there very likely means that such a supposedly official and safe channel of communication did not work in Grand Hyatt Shenzhen. Such a systematic problem paralyzed Grand Hyatt Shenzhen from accommodating my preferences even if they had every ability to do so. This in itself is already a problem that should not happen in a hotel like Grand Hyatt. In some more serious cases, this systematic error may cause even bigger and more tangible consequences. Imagine a person allergic to cigarettes, and she explicitly tells Grand Hyatt Shenzhen she needs a non-smoking room in the app. This systematic error will stop the hotel from reserving a non-smoking room for that lady in advance. That lady may end up reluctantly accepting a room that can potentially cause her allergy. Fortunately, my requests were minor, and Ms. Doris Liu, the front office manager and a highly approachable lady, managed to swiftly rearrange a suitable room for me. However, I believe Grand Hyatt Shenzhen should really look into this problem and sort it out – Doris may not always be here to fix the mess and it is not always that the problem is immediately solvable. It is a hole that can potentially derive huge problems. The first problem was a potentially dangerous one, but, fortunately, Doris was here to make it right quickly. Unfortunately, two other issues could not be solved (not the problem of Doris, as these issues were too far out of her reach). Firstly, the engineer. A light bulb in the living area was down from the very moment I entered my room. I asked the operator to send someone to repair it. After about ten minutes, a continuous wave of door knocking rang in – the engineer continuously knocked on the door for almost ten seconds. Such an act already struck me as I thought it is a basic manner for one to wait a while before knocking on one's door again. However, surprises kept flooding in. Once I opened the door, instead of sending the guest the most basic greeting, the engineer lazily said, "your light is down, right?" His tone could easily give any average human being the impression that he had been annoyed by our request for help. Immediately after he said that one sentence, he walked straight into my room without asking me if it was a convenient time for me to have the repair, while I was holding the door for him (no surprise, he said no “thank you” for that). He rudely threw the new light bulb on my sofa. After getting the broken light bulb down, he fiercely threw that on the sofa in the same way, which accidentally fell on the ground. I picked it up and put it back on the sofa. Still, he did not say a word of thanks. Shortly afterward, he threw out two words, "it's done". Then, he left straight away, without even turning his head back. Of course, no goodbye. I was very shocked to the extent that I started to wonder if I had done anything that annoyed him. I asked my engineer friend who works in a hotel whether that is normal. "No, of course!" he immediately told me. "Though he is not a receptionist, he should at least show some basic respects to guests", my engineer friend told me. Unfortunately, Grand Hyatt Shenzhen did not seem to have made its engineers aware of that. The last issue arose when I checked out. I saw one man lying on the lobby sofa, putting his bare feet on the sofa, and lazily looking at his phone, which was projecting some loud noises. I thought I could only see such a scene in a railway station! I was, and still am, very puzzled by why no stuff stationing at the lobby stepped in to ask that gentleman to behave properly. I guess nothing else can damage the image of a hotel such instantly than allowing such indecent behavior to happen freely in a lobby. I have only seen a problem like that in two hotels. The first is Sofitel Macau, which I joked with my friends as “a community center for the elderly living nearby”. The second one is, unfortunately, Grand Hyatt Shenzhen. In terms of hardware and location, Grand Hyatt Shenzhen certainly does not fail the name of Grand Hyatt. However, it did show me some quite intolerable problems on its soft aspects, small but damaging.…