Disappointing experience and we will never step foot in this hotel again!
The breakfast offered a wide range of choices, and the location is good where it connects to a big shopping mall.
Cons First, when we checked it, the staff at the front desk told us the room was tidied up and just yet to be inspected by the supervisor, and that it would be ready in 20 mins. He suggested us going to the executive lounge where there would be snacks and fruit, and the room keys would be given to us there. In reality, there was no snacks or fruit in the lounge, but few cookies. I had to ask for three times before the staff managed to find me some fruit. After waiting for 30 mins, there was still no one approaching me with room keys. I had to ask a staff member myself, repeat the same story that I was told at the front desk and finally she managed to give us the room keys. When we got up to the 21/F, there was a strong bad filthy smell coming from the corridor carpet. It smelled like it has not been thoroughly cleaned for years. Then we found out the carpet in our room smelled exactly the same! What made things worse was that our room was facing a big construction site and there were big banging noises coming from there. I then called guest services and found out that the construction work would last until 11pm!! It even started at 8am the following morning!! HOWEVER, the staff at the front desk never told us about the construction work. It was not a peak day on 12 Oct and why did the hotel arrange such a room for their guest when they had other rooms available!? All in all, we were extremely disappointed about the service of this Grand Hyatt Shenzhen, which is a 5-star hotel. The hardware (physical environment including carpet) was not well maintained and the software (service) was not well trained.