Grand Mercure Shenzhen Oriental Ginza 5 stars

I made a call to the front desk to ensure that the booked room would not be cancalled as I was due to check in after 6pm. The front desk lady Emily was very helpful and coincidently she was the one who helped me checked in also at the reception. The hotel rooms are quite old and need to be revamped for the price paid. Hotel breakfast was also average. I'm doing a comparison actually with Mercure Penang which I stayed during December 2019 period.

Only one welcome drink for a guest room of 2 adults is not satisfactory and no snacks was provided. The environment of the bar is not good. My previous stay in Guangzhou Sofitel hotel was provided with 2 drinks and snacks.

The courteous,friendly & elegance of the Hotel & hotel staff made the stay really marvelous. The food was also fantastic. The surrounding of the hotel was also good. You can walk around the shops and also parks in the evening.

Reception & front desk staff lead by Ms Li are very courteous and helpful. Room service was great. I love it .

As the label 'Grand Mercure' suggests, this hotel is more of an 'Oriental Ginza' than an Accor. Overall, this is nice hotel with local taste, and really good value for money. But staffs other than in reception does not speak any language other than Chinese, so you might face difficulties during your stay. (One staff visited my room before I checked out but she never explained to me why she visited) If you do not speak Chinese, but expecting 5 star international standard service, and looking for Accor hotel, go for Raffles instead.

The hotel has been renovated and very happy to see the new look and finishing at very reasonable rates. Very convenient, next to subway station. Service was excellent at the restaurant and front desk.

The hotel is slightly dated, having said so, this doesn't affect very first visit to Shenzhen. Front staffs such as David Cheng and Ken Lu had been enormously helpful during my stay. David had taken care my needs and assisted me with various questions reg. the whereabouts of the City. Ken Lu had taken his time to assist me with the requirement of transportation.

There is some special happenping during the stay That the curior service from korea encouter china custom issue and i did not recieve it, Eventhough i did not got its package, the hotel staff of libinbu(paul-xiao wang , leo, joe, xiao ceng, xiao hu) replied me very kindly how it has been going, still update me by this weekend when i come back to korea, I will visit this hotel in 2 weeks remembering these man help and will take my package, Behalf of me, please forward my thanks to them

With new management this hotel didn’t treat its loyal guests well. As a Platinum member we have stayed in this hotel one or two weeks every year since 2012. We were very disappointed by the way we were treated in the recent stay and the hotel’s new General Manager and Front Desk Manager were arrogant and not professional. The new management didn’t want to go an extra mile to make our stay comfortable and pleasant and didn’t care much. We stayed for 10 days in November and the following disappointed us the most: GM retracted his decision and denied he had agreed earlier. Rooms are equipped with hot plates and we used before. After agreeing to reconnect the hotplate in our room, GM suddenly retracted his approval and offered no explanation. When we requested to see GM, managers claimed that GM went to Shanghai (though we saw GM in the morning). After repeated requests, GM met me the next morning, but denied he approved to connect the hotplate and insisted he had gone to Shanghai and back in less than 24 hours. We were appalled by GM’s denial and insistence. Management didn’t want to do a little more to make our stay pleasant. Water in the room was lukewarm and only in the night after running for more than 15 minutes, the water would become hot. Front desk manager offered to change our room again, but this would cause huge inconvenience to us as we had a lot of luggage and already spread out, and we refused. Hotel management didn’t care and never apologized. GM believed Front Desk Manager’s claim that we made “unreasonable” requests. When complaining about the issues we encountered to Front desk manager, we did mention the benefits we received in the previous stays and what other hotels could do if guests feel not satisfied. Yet, Front desk manager reported to GM that we requested all these benefits, and even fabricated one such request as “requesting hotel chef to cook in the room”. How could we ask hotel chef to cook in the room even when the hotel didn’t allow hot plates in the room? This fabrication might have angered GM, and GM became quite hostile to me when we met, It was very unprofessional and unreasonable to believe such outlandish requests. Shenzhen Oriental Ginza is a fine hotel in a convenient location. We had loved the hotel very much as its staff and previous management took a great care of us and treated us like family members. Unfortunately, the new management has let them down. We feel sad that we will no long stay in this hotel.

It was fine. I used room service, asked for help sorting the temperature in my room and had breakfast. While all the staff were helpful and polite, Leo was amazing. He helped me sign up to wechat and went above and beyond. Very personable, very good English and so helpful. One thing is the crisps were out of date in my room. I had already eaten them when i saw. My colleague also said some of her food was out of date.

Very Comfortable for the room.

I selected this hotel because of location. It is my first time. It is a good value for money although I do believe it has to be updated. My room was big and decently quiet. Staff was polite and friendly.

Comfortable, friendly, nice gym.

The following lounge service staffs have been very professional and kind to me: 郭海霞 Maria 刘肖 Amy 梁云飞 Felix 方嘉瑜 Kelly 李丽珊 Nina 廖梦婷 Judy Maria kindly helped me to book additional room for my guest with very short notice. Thanks!!!

It was very nice stay. Very friendly staff in executive lounge. I felt very comfortable. The only minus is the pool area which needs a update.