Sheraton Shenzhen Futian Hotel5.0 out of 5.0
Recent guest reviews
Visited this in Dec and stayed 3 nights. Pleasantly surprised by the level of service so must give credits to the hotel staff and the training-in-charge. Justifications: 1. Check in: smooth, professional -queues existed(YES!) and was properly managed. - the lady processing my check in was diligent, quick, answers questions to the point. -was able to identify my membership status at the spot (i.e. Does not need me to remind them to check!!!) and asked about choice of welcome gift etc. Even tho this is supposed to be a standard process, not many SPG/Marriott/ritz front desks in China are able to do that smoothly! - You might expect check in to be pretty simple but if you're a frequent traveller like me you know what can go wrong. Having a professional check in was the start of a happy stay 2. Room: clean; bathrooms seems renovated - room decor was traditional style and showing signs of ageing. BUT spotlessly clean, no moulding smells, not much dust (nose allergy was not triggered, again very rare) - very good linens - bathroom looks newer than room decor. Clean, good hot water system good water pressure. What else can we ask for after a long work day! - very minor thing : hopefully they can change toothpaste to international brands. 3. Service: top notch at all levels in terms of knowing their jobs well - this is not about "saying yes to everything the guest asked". I'm impressed by how every staff knowing well about what they do, listen to my request and actually understanding it, and if they can't do it they explain it with a reason (and not saying things like this is none of my business). Examples were : - bell boy who accompanied us was able to answer our questions about the hotel amenities. He even proactively told us the gym was upgrading and where the temp gym was - dialling to guest service from room was always quickly answered , requests (e.g. Getting extra pillows) were all very quickly satisfied. Another example was : we asked staff about washing / pressing clothes. When i asked where the laundry list is, she told me and then quickly suggested that the person who comes to collect the clothes will bring us one so I don't have to search for it. - still about laundry : the person ( a relatively older staff) collecting the clothes came with a laundry bag, carefully received my clothes and put inside the bag properly, and was also able to answer questions about laundry arrangements ( returning time etc). Professional at his job! - the front desk and executive lounge : one night we came back not feeling very well and wanted hot water / ginger tea. We first check whether ginger tea is available at lounge, and front desk quickly checked with them so they already know such request when we arrived. Although it's not available we were served hot water swiftly. To make it better the ladies asked the kitchen to help brew ginger tea and sent to our room and that was really heart warming. Thanks again for the hospitality. To the hotel staff thank you for the hospitality. To the hotel management, You have managed to train up a great team and it's not easy at all. You should be proud of what you've achieved! To add on: hotel is located at the exit of a metro station, where you can take the two main lines to city centre or to the two borders. Via the station you can reach a mall with lots of food choices. Very convenient.
Checking in was a breeze and Katrina at the hotel ensured the process was a smooth and efficient one. We got our room early thanks to her. Room was big and clean. Always good to have a clean room. Sheraton club was a great experience! Cyan and all of the crew ensured our visit was a superb one. Food was great and we even got to try Peking Duck. Fantastic! Katrina also helped with our checkout process. Overall, I would say the service of this Sheraton was above most in the region. I would highly recommend it. Thankyou to all the nice people who made our stay an enjoyable one.
I went to Shenzhen with my friend, a new mother, seeking for a pleasurable and carefree stay. It was her birthday and one year marriage anniversary. They ruined it completely. - She made an inquiry about one of the problems and Sheraton hotel staff kept her in hotel room back and forth for 2-3 hours without solid yes or no or how long it would take. - The hotel told to use their ATM machine which ate the cash. Once again they told her to wait in the room for 2-3 hours. - In the end of all this, the desk manager short hair lady Diana said she would fix these problem and didn't let to check out. It's been 5 days we still haven't got any invoice. - After they charged for that stay without any explanation and kept charging room as no check-out has been made – even though the room key was returned - My friend specifically asked the desk manager Diana to FREEZE the milk package for 3 times so she could take them home to the baby, which every other hotel would do – even a 3 star hotel if they have a freezer. They didn't freeze the milk, but just put it into fridge and it was all waterly. She had to dispose the milk and wasted 3 hours waiting for front staff. - They don't care about personal belongings. Even though a 5* hotel should be careful about their guest's belongings, they failed to do so. They re-arranged our carefully packed lugged left into the storage room, then dragged the bag with ceramics on the floor and dropped the laptop bag with laptop on the floor. Is it that difficult to be careful about such things? - After many emails with desk manager Diana, she said she tried her best and it's not their business ATM broke or kept us waiting for 3 hours or forgot to freeze milk or anything of this. We have screenshot of the chat. - We have informed the hotel we will never visit again and to refund the charges, they have firmly replied with "we are sorry but it's not our fault we did our best. We will like to give you free meal and an upgrade room for next trip". They just don't care about losing international guests. - what really funny is the front desk lied to us when we asked if there's a better room we could upgrade. She said all the rooms are same in Sheraton shenzhen. - 3* hotels offer better reception and treatment for their guests, for a much better price. - the story isn't finished – they keep charging for the nights AFTER the checkout, even though the keys have been returned. What kind of hotel does that? They have this audacity to say it's not their fault after not respecting guests's time. My friend eventually missed her Michelin star restaurant booking for her anniversary that evening due to the delay caused by audacious and irresponsible hotel staff. They have paid for booking but it's gone, wonder if Sheraton would compensate for that. The money is gone in ATM in their hotel but still it's none of their business. The attitude and audacity of Sheraton shenzhen is beyond description. We would never visit again and the delay of response of SPG group made us think the quality of group hotel is deteriorating that now is a 3 star hotel level. I later moved to a much better hotel just next door and experienced a 5* service. Plus, the hotel was 10 times more modern and cared about belongings. Overall Sheraton Shenzhen was 2 star hotel level - because 3 star hotel I've stayed before was better. Just book Ritz or Four Season Shenzhen or really 3 star hotel in Shenzhen are better than this. They don't care about international guests so I don't recommend this place.
I can't really fault this hotel. It has huge rooms, for me too big but having raised this with the manager (a can't remember her name but she was excellent) she changed it to a smaller more intimate size. The wellbeing facilities are really great 24hr access gym, and a good size pool. The location is great - it literally sits above the Futian Metro station and next to an array of shopping malls. But to be honest I rebooked the hotel because of the excellent customer service received by Benson who manages the concierge team. He has a wealth of knowledge and goes out of his way to advise and assist. This is perfect hotel if you are attending business in Shenzhen.
I frequently visit this hotel and the staff does a great job my preferences as always. Sally helped me with check'in and Thea helped me with checkout, both provided fast, courteous service. This time I was not able to get a platinum upgrade but the room was clean and everything was in excellent working order. The air purifier I asked for was provided in 10 min after my call thanks for help from Pico @ executive lounge. Iris @ executive lounge was extremely helping in boosting my internet speed as i use video conference multiple times a day. The executive lounge team is always the best, I see that being reflected in the surveys from other guests as well. Verna at Havana also provided outstanding service with my drink & cigar, I love the Havana bar as it provides a quiet setting to work and enjoy a glass of whiskey. In my two meals at Mezzo (my favorite Italian restaurant amongst all SPG hotels) again provided consistent service. Gianna, Oka, Nicole, Bill and Amanda all address me by my first name, knew what I was going to ready before I asked and also put me in my favorite seat by the window. I also appreciate Chef Albert for making my seafood pasta for lunch. Highly recommend everyone trying it. My stay at Sheraton is always a pleasant one and I feel compelled to highlight the outstanding and consistent service.
Very inconvenient hotel for international guests- slow service, broken ATM and tiny room. I came here for exhibition on my birthday and my first marriage anniversary but ruined by incompetent staff, broken ATM and 3.5 star room above all not satisfactory service. The room is 1/3 of average room of Ritz and tiny windows. I asked for them to sort out stuff for me and they kept me waiting for 2 hours in hotel room without solid yes or no. I asked for ATM machine but it ate my cash. Hotel just said it's none of our issues but we can try to help you- waited for 2 hours without solid answer- so much for helping. My half day is ruined and if I wanted this level of service and hotel stay I'll stay at 3 star hotel instead. Doesn't worth the money and all trouble. I'll stay in Ritz from next time. This is my first and the last stay also complain of this hotel. Take my word, don't bother.
This is an absolutely huge hotel where you can even get lost in the Chinese Restaurant. Rooms are really comfortable with absolutely amazing bedding. Size is fine as well as bathroom. The only issue was that my room was a bit dark which probably depends on the location on the floor. Staff was globally friendly and polite and made efforts to speak English. Breakfast at club floor was fine although with little choices but it’s often the case and i didn’t try the “normal” one as I prefer to have a peaceful breakfast. Room service was efficient but the food was really not good and very expensive: all dishes were a reinterpretation of the original one with sometimes weird ingredients that led to a strange result...but overall, this was a good experience!
Was assigned as a free upgrade to the Junior Suite in the South Tower. Room had a musky, almost mouldy smell to it. Wifi in the south tower was patchy. Wifi worked on my phone with speeds up to 2.2MB/S, while on my tablet, could not even allow me to the log in page. Requested a change of rooms in the West Tower. Wifi was much better, but WiFi again was patchy. On some occasions, could not even achieve speeds of 1KB/S. Power supply was cut, on my 3rd night stay, though the technical staff arrived within 10 minutes of notification to rectify the fault. Breakfast was a messy affair, with the service staff giving away my table to another guest, while I was at the buffet line. Took the service staff 10 minutes to locate another empty table, with me holding my breakfast plate while they looked. On checkout, stood in front of an empty counter, waited for 15 minutes, before someone approached to assist in the check out. 2 other counter staff attended to other guests, even those that was in the queue much later than I was, and did not even bother to ask if I needed assistance, literally pretended I was not there. Only silver lining and the only reason I am giving 2 stars, was that the staff at the executive lounge was extremely helpful and accomodating. Special shout out to the manager of the lounge, for arranging the change of rooms. 74 nights, year to date, in a SPG property, this stay has to be the worst this far.
This is my first visit to this hotel and staff were friendly and professional at front desk in assisting and accomodating my request. Overall service and facilities were good while attendant at the driveway needed to pay more attention in servicing. Electric power in room was down all in a sudden while the service team were more than effective in recovering. Anyhow, a good experience to be here!
Stayed here for about 2 weeks. Hotel was OK, but nothing special. I wouldn't return if in Shenzhen again. Most of this staff did not speak English which made the stay very frustrating. The lounge has a variety of snacks and drinks, but they won't allow you to take anything from the lounge, which is quiet annoying considering it can be loud in there. I would prefer to be able to eat a snack in my room and continue working, especially given that most guests are probably jet-lagged or there on business. The gym is super inconvenient. If you run, this hotel is not for you. They gym is a third party business and the treadmills are very outdated. Multiple treadmill and stair machines would be broken every morning. The gym also insists on playing blaring loud music, which is totally unnecessary given that every person has headphones. The gym is also not open 24/7. It doesn't open until 6:30am, again very inconvenient if you are jet-lagged or there on business.
- Free WiFi and wired Internet in public areas
- Free parking
- Onsite dining
- Business center
Located in Central Business District, Sheraton Shenzhen Futian Hotel is a leisurely stroll from popular sights such as Coco Park and Shenzhen City Hall. This 354-room, 5-star hotel welcomes guests with conveniences like 2 restaurants, a bar/lounge, and free self parking. It's in central Shenzhen and also close to Shenzhen Convention and Exhibition Center and Shenzhen Civic Center.
Enjoy dining at one of 2 onsite restaurants including Mezzo Italian Restaurant, which specializes in Italian cuisine. Savor a meal from the comfort of your room with 24-hour room service, or entertain your taste buds with a beverage at the bar/lounge or coffee shop/café. Start each morning with buffet breakfast, available for a fee from 6:30 AM to 10:30 AM.
All 354 air-conditioned rooms provide minibars, coffee makers, and free newspapers. Guests can expect WiFi, wired Internet, and 32-inch LCD TVs with satellite channels. Beds sport premium bedding and bathrooms offer free toiletries. Other amenities include free local calls, free bottled water, and safes.
Guests of Sheraton Shenzhen Futian Hotel enjoy access to free WiFi in public areas, 23 meeting rooms, and conference space. There's free parking and limo/town car service. Multilingual staff at the 24-hour front desk can assist with dry cleaning/laundry, concierge services, and luggage storage. Other amenities at this luxury hotel include a business center, a kids' club, and coffee/tea in a common area.
Reviews from Trip Advisor
92% of guests recommend this hotelTotal of 1038 reviews