Hampton by Hilton Shenzhen Dongmen

I usually stay at Hilton properties when I travel. I've stayed at this particular hotel at least five times, and if you look back, you'll even find positive reviews I wrote. But my recent stays have been so disappointing that I won't be returning to this Hilton. First, if you're bothered by a hospital being directly across the street, then this isn't the hotel for you. I'm quite sensitive to that myself. However, I initially stayed here because I was very impressed by their service, which is why I kept coming back. This time, I checked in after 12 PM, but only one room was ready. They said there was a hygiene check being done in the other rooms. When I entered my room, the first thing I noticed was that the desk hadn't been wiped; there were still residues left by the previous guest. But I checked the bedding, and it seemed clean enough. I didn't make a fuss, just asked the cleaning staff to wipe the desk, and I thought that was it. Little did I know, the real problems were just beginning. On the night of the 11th, at 11:53 PM, I was worried about oversleeping, so I decided to book a stay for the 12th. It was late, and I fell asleep without checking the booking confirmation. The next day, at 12 PM, the hotel informed me that I needed to book an extension on the platform. I told them I had already booked it, but when I checked my phone, I realized I had accidentally booked it for the night of the 11th again. What's infuriating is that I had two identical bookings, and I didn't even check into the second one, yet the hotel didn't call or send any message to confirm. I only found out I had two identical bookings when the front desk called after 12 PM the next day to ask about my extended stay. Finally, I asked the front desk if I could get a refund or change the date to today. They said it wasn't possible. So, I had to call Trip.com customer service. The representative said they would try to communicate with the hotel, and a few minutes later, they told me a refund was possible and would be processed within about an hour. However, ten minutes later, the customer service called back, saying the hotel had called again to say their management wouldn't approve it. In the end, the platform itself refunded me half the amount. The platform's customer service was excellent; their attitude and efficiency were great. But the hotel went back on their word! Firstly, they didn't confirm two identical phone bookings, nor did they follow up when I didn't check into the second one. Then, after successfully negotiating with the platform, they specifically called back to refuse payment. They reneged on their agreement, wouldn't allow a date change, and clearly don't know how to run a business properly. Third, the service attitude has changed drastically from before. How could it change so much in just a few months? The main reason I always liked staying at Hilton properties was for their excellent service. The first time I stayed here, the front desk always had a smile, and staff members would greet me in the hallways. Now, they're ruining their own reputation. The front desk is overwhelmed, and staff don't greet guests anymore. I can understand that, with many guests and only two receptionists at the front desk, they must be swamped. Fourth, when I ordered food delivery via the robot, it would take an hour to arrive. One time, I went down to check myself and found all the robots there, but the food was just sitting on a nearby counter. Indeed, the front desk was too busy, and no one was managing the robots. To the hotel management: this is a big brand hotel, can't you hire enough service staff? Can't you manage your usual guest flow better? Finally, during my last stay, the shower drain was blocked, and water overflowed, spilling all over the bathroom. The night before, the water also drained slowly, but it cleared up quickly while showering, so I didn't pay much attention. As shown in the picture, I had to use two bath towels, but they were no help. I've never written a negative review before, so congratulations, you're the first one I've written, and it's a Hilton property at that. I will never stay at this hotel again. I refuse to pay for inconsistent quality control!

Due to work, I had to extend my stay in Luohu, Shenzhen for two more days. I was initially impressed with the service during the first two days, which is why I decided to prolong my stay. The only minor issue I encountered was on the last morning when my room key inexplicably stopped working. I had to go to the front desk to reactivate it multiple times. I hope they can improve on this in the future.

The hotel is clean and tidy, Ada's service is excellent, and all the staff are very welcoming. Check-in and check-out were fast, and any inquiries were promptly addressed. The restaurant offers a wide variety of food, catering to both Chinese and Western tastes. The freshly made noodles were delicious, and the fruit was fresh. I had a very satisfying breakfast.

My stay at Hilton Garden Inn Shenzhen Dongmen exceeded my expectations! The room was spacious and bright, offering a fantastic view of the city nightscape. The office chair was very comfortable, making it easy to handle some urgent work. The gym was well-equipped, and the breakfast buffet offered a wide variety of options, with the noodle bar being particularly delicious. I especially want to commend the hotel's service: I encountered an unexpected situation during my stay, and the front desk was incredibly understanding. They readily approved my request for a late checkout, showing great flexibility and a human touch instead of strictly adhering to rules. The location is also very convenient, close to Dongmen commercial district, making it easy to get around and find places to eat. I will definitely choose this hotel again next time I'm in Shenzhen!👍

Check-in was very efficient, and the room was great. Too bad I woke up late and missed breakfast.

The Hampton by Hilton Shenzhen Dongmen boasts an excellent location, making it very convenient for getting around and shopping. The rooms are clean and tidy, the bedding is comfortable, and the service is warm and attentive. The breakfast offers a wide variety of choices. Overall, it's great value for money and a worthwhile choice for anyone visiting Shenzhen for business or leisure.