I was very disappointed on the service of your hotel and never expected a five star hotel would be like this. I have never been so angry and have to write bad review after check out!! Upon check in, the guy was very rude to us. I booked a king size bed by mistake and told the check in guy that we would like to change it to a 2 bed, the guy said it in impatient tone that we should have done this request prior to our arrival and told us that today their room occupancy was 90%. I was speechless that he actually said this in front of us. As we strongly request a 2 bed and he said we need to wait for room but will upgrade our room to one category but again he emphasized again that we should have told them in advance. After that, I told him that the purpose of this stay was for my friend birthday celebration, and i wanna have some arrangement for her. Then again, he said it this arrangement shall be made before check in and said it in really unwelcome tone. I asked the check in guy where we could stay while waiting for room, he said you guys could just stay in the lobby lounge area without offering storage our luggage (as I was carrying a heavy luggage). After 30 minutes of wait for room, we finally went up to our room 1210, and we saw a tag hanging on the door saying “the room is under maintenance” - we were so confused and we knocked the door even rang the bell, then we went in. We put down the luggages and about to get change. Suddenly a guy pop up his head from washroom side and my friend and I was scared and screamed. I asked what was he doing, he said he came here to fix our air conditioner- but the fact was he did not carry anything with him nor does he have a ladder with him to fix air conditioner. I was very angry and he just ran away and asked us to call the reception. I never expected this would happen when you giving out the key to guest, I expect the room is ready. Secondly, when we rang the bell, the staff should have came out immediately instead of when we about to get change he came out. I was so mad and my friend went down to complain to the manager as she was so mad and it was her birthday trip. Upon check out, the lady said as we complained so they offered macaroons as a birthday dessert to apologize on our unpleasant stay. We both was like if you tried to do something, you should have done it during our stay not when we check out (This already too late). The was unacceptable that happened in any hotels, and even happened in Four Seasons, my expectation towards the service and how they handled the complain would be even higher than other hotels. I stay in many five star hotels and usually they would exceed my expectations, making our stay unforgettable. INDEED this trip was unforgettable BAD and I was so disappointed about the soft skills in this hotel, the management should provide proper training, especially the staff in front desk! I will never come back again to Four Seasons!

excellent last visit. Unfortunately last time. Europeans won't be allowed to visit China and Russian anymore because China's friend, President Putin, started a war in Europe. Putin will destroy the whole world with nuclear bombs. United states will follow by bombing Russia. Nothing will be left. If you want to keep this hotel, stop Putin. Stop your government helping Putin. I would like to come back here.

Overall great service and experience there. The staff was attentive and asked you whether you need any water when you checked-in. I have booked a room with Club access, when my room was not yet ready, they allowed you to go the club for a drink and rest. The food and drink served at evening time was amazing, we have enjoyed a good happy hour there. Room service food was good too. The swimming pool location though is not so convenient. Love the room, clean, cozy and comfy, it’s well maintained.

For someone who had just arrived in China, and had trouble with a number of things including buying train tickets, I could not have asked for a better team to help me through. Because of the staff here, who speak great English I might add, I was able to truly enjoy China. If you are reading this as a westerner looking to visit, look no further. My room was massive, the service was impeccable, and the location is in walking distance to anything you might need. An example of the service: I had asked concierge Johnny Zheng how to buy train tickets, and immediately he went to the station for me and bought them. All I had to do was pay the cost of the ticket, nothing else. He went to the ticketing station and back quicker than I could’ve translated the website on my phone, and he even got me a discount. If you are a foreigner staying in Shenzhen, I cannot possibly imagine there is a better hotel. Truthfully, having traveled extensively in Europe and the US, I wish we could achieve this same standard.

My second time staying here in as many weeks and on both occasions, I have been impressed by the excellent service, outstanding facilities, and overall enjoyable experience. Centrally located, the Four Seasons is an oasis in what can be a chaotic city, and for me at least, a welcomed respite from everything happening everywhere. I'd highly recommend the hotel, including the pool and food, as all live up to the reputation!

Luxurious and comfortable rooms, nice bar, and restaurant. Front desk has great service and is expedient with their check-in/ out. I was overall impressed, but gave 4 stars as the Four Seasons experience wasn't totally attained, although it can be easily fixed. 1. There seems to a shortage of staff, I was always looking for someone at the concierge or front desk for help. 2. Also the drive-in area, the bell boys all seemed aloof, uncaring, and unhelpful in the night and morning. That complaint is only for the bell boys. The girl behind the table was super helpful and took care of my party as we waited for our ride to come. That being said, still a really great hotel. Will be back to see if anything has improved.

As a well known Hotel name you would expect a great level of service based on many good reviews but in reality it's not so. The staff at this branch has very basic to poor command of English. Tried to order a cup of water and the staff just stared and smiled nervously. Asking for directions is another as the staff had trouble replying with the proper words. Felt like playing a guessing game with them. Upon check out , I'm shocked at the level of incompetence as the staff at the counter double charged my card, and had trouble explaining to me what went wrong after clumsily fumbling around behind the counter. This was later followed by calls from my bank to clarify this issue. The Spa's signature treatments despite what's mentioned on the brochure and online is not what you will received but still pay the extravagantly premium price. Had a follow up on this by the management and all I received was a poor excuse that the spa is undergoing "changes". No compensation, just mainly absolving their responsibility about the issue and a general "We look forward to seeing in Shenzhen again" I expected the 'Four Seasons' name of Hotels to at least provide above average service and able to address basic concerns of its guest but no..it clearly falls short of the reputation it's name carries.

The hotel seemed nice at first glance, smiling faces and employees who appeared to be there to aid. However, my luggage was nearly delivered to the wrong room. It would have been, had I not seen and stopped the bell hop in the hallway. Breakfast was supposed to be included for both guests staying in my room, however was denied upon check in, saying only 1 was included. The manager claimed it was a 'miscommunication.' Maid service entered my room after I denied their request for service, management apologized for the 'miscommunication.' Another member whom I was with found food reminents on the carpet of their 'clean' room. To top it off, another member whom I was travelling with stepped on glass in their 'clean' room and was offered a plate of macaroons as apology (pretty weak service, if you ask me). A complaint was sent to the manager addressing these issues and no response received. Communication and cleanliness are major weak points in this establishment.

It's a modern great luxury hotel in Shenzhen. The room is very comfortable, with a large bathroom. Great breakfast.

This hotel is outstanding!!! The food, rooms, facilities & service are 5-star! Everyone is so friendly and caring. I must make mention of our concierge rep, Aggie. She went above and beyond to meet our needs. We ran into a problem where we accidentally left our identification at our hotel and needed it to enter a conference we were attending. We got denied entry at the conference because we didn’t have our passports. The problem was that we were 3hours away from our hotel. Aggie sprung into action and had our passports taken from our room and delivered safely to us. This is what 5-star service means - when hotels make magic happen when a problem arises. Our experience with her and the hotel has been priceless and we recommend this hotel to anyone to visit. You will be well taken care of, especially if your concierge rep is Aggie. If Aggie’s supervisor is reading this, please consider giving her a promotion and a raise for her outstanding service and professionalism. She’s a BIG reason why we would recommend this hotel. Thank you Aggie. Rawa & Monique Akram.

Fantastic hotel with excellent service. Not only this hotel is impeccable in so many ways - location, nice rooms, great facilities, good food, and etc - it also hosted so many amazing talents and personalised services. Special mention to Summer Zhang at the Front Desk, Joseph Choi, Alan, Charles at level 1 and Vanessa Wu at the breakfast buffet. Thank you, Summer for making our stay a memorable one and to the rest of the team, thank you for taking such care of us. We’ll be back!

I have stayed at Four Seasons Hotels and Resorts around the world and this is by far the best customer service that I have ever received from any of the hotels in this chain. I was in Shenzhen for a week having meetings with some of the factories that we work with in Dongguan City. Usually, I stay in Dongguan but decided I would try something different by staying in Shenzhen and taking the one hour drive each way, each day. I let the hotel know in advance that I was going to need a driver and they did not disappoint. The arranged for the same driver, Sam, each day and I could not be happier. Everything was on schedule every day and I could not be happier. I ate breakfast in the Foo restaurant each morning and by the second day everyone knew me by name. I am by no means someone that is very memorable so this was a real surprise to me. This is a real rarity even at a coffee shop at home that I go to two to three times a week. The food was fantastic and the service was spectacular. I was getting back to my room late each night so I ended up ordering room service all but one night. Everything was delivered in a timely fashion and tasted great. Great service. The room was very nice, nothing over the top but super comfortable and pleasant. The internet was fast and reliable which is not always the case in China. The housekeeping staff was at the top of their game making sure that the hotel was always spotless. A dirty hotel is usually the only thing that will get me to move hotels so cleanliness means a lot to me. I would absolutely stay at this hotel again if anything just for the employees that work there. These are not all of the people that made my stay great but they are some of them. I lost a few other names that I had written down. - Sam (Driver) - Yang (Doorman) - Lenson Ma (Concierge) - Jeremy Tsang (Front Office Manager) - Joseph Choi (Guest Service Manager) - Ken Huang (Concierge) Thanks for a wonderful stay.

A wonderful time in Four Seasons Hotel The guest service is excellent Front desk is friendly and professional The room is big, clean and well equipped When they know that I have a young kid, they offer the kid size robe and amenities. Overall, our family had a wonderful weekend recharge in Four Seasons Hotel.

Paradise in a concrete jungle. I absolutely was at peace in this hotel. 24 hour yoga studio and gym, lovely spa and pool, spectacular restaurant and cafe and large comfortable rooms with clean lines and feng shui. Good location for walking Shenzhen and very kind and helpful staff.

Disappointing experience at Four Seasons Hotel Shenzhen My recent stay at the Four Seasons Hotel in Shenzhen left me feeling disappointed and dissatisfied. Despite its reputation as a five-star hotel, several aspects of my experience fell short of expectations, resulting in a less-than-pleasant stay. First and foremost, there was a disturbing incident that occurred during our stay. Late at night, a drunk man, who did not have a room key, caused a disruption by sitting outside our room. As three women, this made us feel scared and uncomfortable. We immediately contacted the hotel staff for assistance, and while one security personnel did arrive promptly and remove the man, we were informed that he lived in the adjacent room. This knowledge heightened our anxiety, as he had now seen us enter our room. Seeking a resolution, we requested a room change for our safety, but the manager offered us a deluxe room as an alternative to our suite. We felt this was an insufficient solution and expressed our disagreement. Unfortunately, the manager did not provide any further alternatives or address our concerns, leaving us feeling unheard and unsupported. In addition to this unsettling incident, there were several other issues that marred our experience. Firstly, the hotel mistakenly addressed us with the wrong courtesy titles on a birthday card, reflecting a lack of attention to detail. Furthermore, a staff member in the executive lounge claimed to understand multiple languages, but when we spoke Mandarin and Cantonese, he could only communicate in English, causing unnecessary confusion and inconvenience. During breakfast, we were repeatedly approached by a waiter who insisted on extra payment for an additional person's breakfast, despite our prior explanation that we would discuss this matter with the manager and the fact that we had already paid a deposit of $1000 upon check-in. This constant interruption was highly disruptive, especially after a night of disturbed sleep due to the earlier incident with the drunk man. Moreover, certain facilities, such as the outdoor swimming pool and steam room, were closed during our stay. The changing room staff exhibited rudeness and informed us that they were contracted employees, further highlighting the lack of proper training and communication among the hotel staff. While the hotel did offer compensation after we lodged a complaint with the manager, the overall service and experience did not align with the expected standards of a five-star establishment. It is disappointing to realize that the hotel's service and attention to detail fell short, leaving us feeling let down and dissatisfied. In conclusion, my stay at the Four Seasons Hotel Shenzhen was marred by an unsettling incident, poor communication, and subpar service. It is regrettable that a hotel of this stature failed to meet the expectations associated with its brand, and I would caution future guests seeking a truly exceptional five-star experience.

My first time in Four Seasons SZ and I have to say I'm beyond impressed! The Guest Experience Team, Pete, Nicole & Suri have gone out of their way to make our stay enjoyable! I'm here with my friend to celebrate our Friendivesery and we feel so welcomed and loved! Everyone at the hotel is friendly and helpful! I'm sure I'll be back and look forward to coming for other special occasions, too!