Raffles Shenzhen

Raffles Shenzhen is a beautiful and modern hotel that is unfortunately marred by service issues. Starting with the positives: - the rooms are beautiful, clean, and spacious - the hotel is modern and well decorated - the location is pretty good and if you're coming from Hong Kong this is a positive - the gym facilities are excellent and includes weights and squat rack - the food options and restaurants are quite good in my opinion However, the negatives are not insignificant: - we had asked for connecting rooms when booking; when we arrived we inquired about this and the receptionist said they would arrange this for us. We waited for at least 30 mins at the lobby and when we finally got one of our rooms we found out that it was not a connecting room at all. We followed up on this and they said that they didn't have any that were available. This was maddening and confusing - what were we waiting for then? - there are far too few receptionists; it was common to see people lining up to check in and check out - when checking out, I wanted to ensure I was billed correctly so I asked for the receipt. The receptionists seemingly wanted to encourage me to wait for an email which I did not find professional. It's better to address billing issues in person. - contacting the hotel by email is tricky - they respond with qq emails which seems entirely not professional at all I don't think I will come back as there are other hotels to try I'm Shenzhen despite how good the hardware here is.

A beautiful and opulent hotel, immaculately presented and the staff are then Best of the best. Can’t thank Emma (your a superstar helping us book attractions etc), jimmy (the man that knows everyone), Crystal (warm and genuinely helpful with all Our needs) and Warren (see you in Singapore my friend) for all their help, advice and hospitality. Every part of our stay was amazing.

Greetings, this is truth feedback about Shenzhen Raffles. First of all, they are making efforts, that for sure, and the hard product is definitely 5 stars, I can't consider lower. Soft product and the service are less valuable, and on the contrary, I cant put more than 4*. Lets look precisely - check in. I had to teach the staff about the Accor program rules and how we can operate them. That lead to the fact, that check-in was prolonged up to 45 minutes, which is unpleasant of course. Strong minus - Diamond member upgrade - proforma. Higher floor, better view, blablabla. In the elevator we see elite member floor, but somehow, I am not eligible with my 4 years Diamond status to be there, so got another floor. Minus - Welcome amenity - poor. Just some fruits. Of course we have some minibar included, but it is also poor, only small beer and some soft drinks. Minus - I was surprised, that Raffles has lounge and happy hour! Never met such kind of Raffles. It is plus of course. But poor food choice and quantity, poor drinks choice, alcohol beverages, etc... Making this opportunity the worst lounge experience among my trip in Accor China. Pullman Skyway central Shanghai and Sofitel Shanghai Hongqiao lounges are much stronger. However, the availability of the lounge itself it is plus - No dress-code policy in public places. People come to 50 floor luxury restaurant in slippers and shorts, what a shame, I heard, that all China works like that. Great shame, seems to be it is not hotels fault, but but but - Room hardware - Plus plus plus. Dyson fan, Kohler Japan style toilet, room amenities, all are very high level - View from the room - awesome, one of the best in my life. But the windows were extremely dirty. I got announcement in the room, that windows being cleaned every month once, and it is coming right away. It was truth, the next day I faced the workers, cleaning my windows. So plus. - Dinner almond tea surprise delivery, very nice and tasty. Plus - Breakfast. Nothing very special, good breakfast, but without any sparks. - Check out. Had to argue with the staff once again, about the Diamond member possibility to check out at 3 pm. Minus, shame. The main thing, the hotel promotes to visit Marriott in Maldives right in the room and on the reception, The thing is - Raffles Maldives Meradhoo became Marriott Halcyon private isles around 10 months ago. Raffles continue to promote this facility as a part of Raffles, please see pictures in the book in the room and in the reception : - this is first of all, marketing disaster. You can never face promotion of KFC in MacDonalds, or BMW in the Audi distribution center - customer scam, as the information is totally false - consumer rights violation, as the promotion is fake Usually, I tell the staff about that, and take 1 book from my room as a payment for the information, and they don't need this fake book any more. I have 3 books already. But this time, they told me literally "we cant give you book, because we don't have them so much to place in every room" Hahaha, so the management and the hotel wish to continue Marriott promotion, even struggles to do it. Very nice to learn, Raffles. So overall my feedback is around 3.8/5 making it officially 4/5. The next day I stayed in Banyan Tree Shanghai, which is not the part of Accor like Raffles itself, but only partnering with it, and I got: - 5 categories upgrade - better welcome amenity with prosecco - better breakfast - Check out without questions at 6 pm - the price was little cheaper than Raffles. So, make your conclusions.