Booked this pretty decent deal at RMB 999 with details highlighted below:
Rate Plan:
Holiday Indulgence W
Description:
1.Daily buffet breakfast for TWO at The Exchange
2.A box of Sheraton Chocolate per stay during National Holiday
3.Stay at Executive suite can enjoy club benefits for two
4.RMB199 food and beverage credit per stay at Mezzo Italian restaurant. This credit does not apply to alcohol drinks and service charge. Any unused portion's of the bonus package is not transferable to other dates for cash/credit
Arrived at the hotel in the middle of the October national holidays, was handed a notice during check in that the lounge was closed. Inquired about the RMB199 F&B credit and puzzled faced SPG check in desk representative mentioned Mezzo was closed. Not to mention the Chocolates, yet another confused expression.............
Representative made several calls and came back with the following:
1. Lounge benefit can be enjoyed at the lobby lounge
2. Mezzo closed but please go to the Exchange for F&B credit
3. We will deliver the Chocolates to your room
Was provided a decent largish room on the SPG floor, without an upgrade to a suite or a gesture of fruits in room or any measures to salvage the unprofessional check in experience. Hang on, should i be entitled one in the first place based on the rate plan or being plat? Well its the holidays and a night stay only anyways, chose to let it go rather than to kick up a fuss.
Late afternoon and perhaps a good time for a beer. Went to the lobby lounge, was advised by the waitress to visit the second floor bar to get alcoholic beverages. Popped into the bar and was asked to hang on while they had to made several phone calls to verify if they were supposed to comp the drinks and snacks. Using the F&B credit
at the Exchange, you guessed it, before we could be seated, waitress had to make calls to verify once again, while i checked out the Chocolates sitting in the fridge with some nice looking pastries and cakes.
Breakfast was the best i have ever had at any hotel in China. The vast spread with fresh Dim Sum, home made yoghurts, fresh juices, cheeses, ice cream and cakes. It is more like a buffet lunch or brunch, amazing!^
At check out after a solid 24 hours at the property, no sight of the chocolates; mentioned this politely to the representative and got this reply, "Sorry sir, when you are back at our hotel for your next stay, we do owe you a box of chocolates and you could pick it up then" with a smile, of course. I smiled back with very mixed feelings, wondering how does she know if i was ever gonna be back again, ah..... she must be able to read minds.
A conference hotel in such a prime location furnished in the finest marbles and furnishings should have the best software to complement, but this does not seem to be the case. Why bother to offer a package when not a single front desk staff has been briefed or with the closure of a lounge & Mezzo resulting in operations turmoil and perhaps the simplest of things, delivering a box of chocolates so very challenging.
Having so many other good hotels to choose from in Shenzhen, should i revisit for another stay to claim the "elusive" Chocolates while fulfilling the mind reader's prophesy or consider returning to savor the best Breakfast spread i have ever came across in China?
Please VOTE ^ or 