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Recent guest reviews

Please read this review before booking your stay here. I stayed at the Shenzhen Hilton Futian in late August 2019. I have been an HHonors Gold Member since 2012, and I have never had any complaints. Typically upon seeing that I have Gold status, the staff usually goes out of their way to make my stay extra comfortable. That’s why I’ve continued my loyalty with Hilton. However, the same cannot be said of the Shenzhen Hilton Futian. If you are expecting any form of decent customer service, throw that idea out of your head. You won’t find it here. I booked my night through Expedia instead of Hilton.com. I was not expecting to receive HHonor points for my stay, but I was expecting the normal Gold status amenities, mainly access to the executive lounge. After the front desk had agreed to granting me access, I received a call to my room saying because I didn’t book through Hilton.com they don’t recognize my status. I could have chosen to stay at any other hotel in the city but I chose Hilton specifically because I have status there. My problem was not that I was denied my status (policy is policy, I totally get it), but actually what unfolded next. I asked to speak to the general manager, Mrs. Wang. She was not only dismissive, but she was actually condescending and rude. When your job in hospitality is to ensure your guests have a smooth experience, she did the exact opposite. She used a demeaning and sarcastic tone when speaking to me. Simply awful. Avoid this hotel.

Hotel is clean and up to the Hilton standards. Location is convenient. Maybe a quick and simple breakfast should be made available beside the expensive buffet, for people in a hurry in the morning.

Overall hotel experience was good until we found out that the portion of our money was stolen from the safe. We stayed at the hotel for 2 days and put $2,100 and couple HK dollars in the safe right after our arrival. We didn't bother to count the money when we checked out from the hotel since we believed Hilton is one of the most prestigous hotels in the world. We directly went to the airport from the hotel and on our way there my husband counted the money and found out that $300 was stolen and we had $1,800 left (we didn't open the safe nor touched the money during our stay since we had enough yuan to use in Shenzen). The hotel staff/thieves didn't steal all the money cause they knew we could complain right away. In order to avoid suspicion they stole only small portion of the money. Who would think that you can lose money from the safe especially in a hotel like Hilton. We are very dissaponted. Be aware!!!

As a Gold member, I stay at Hilton whenever I can. I was very disappointed with this stay. Two reasons. I had gotten food with my wife. Hers arrived within about 20min, mine didn't arrive for another 30 minutes after that. Obviously it was forgotten about. Then when it came, the steak was cold and raw inside. I was upset and could not eat it. Nothing was done. Not until I talked to the manager, he offered the 15% service removed, which wasn't enough. We had to demand them remove the meal with the cold raw steak. I even showed him a picture. He finally agreed. The other reason I gave this hotel a 3/5 was the bathroom. It smelled like cat pee. We didn't complain about it, because we weren't in that area and didn't feel like moving rooms. But the smell was bad. Because of these two issues I cannot recommend this Hilton. It is the only Hilton I have never recommended.

I had issues with this hotel manager who are not willing to help me. Plus I feel this helol tries every opportunity to make extra $ off me.

Tower B Great China Intl Finance Centre Shenzhen Guangdong

Hotel highlights

  • Free WiFi in public areas
  • Onsite dining
  • Outdoor pool
  • 24-hour fitness center

Located in Futian within a mile (2 km) of Coco Park, Hilton Shenzhen Futian is within 2 miles (3 km) of other popular sights such as Shenzhen Convention and Exhibition Center. This 320-room, 4.5-star hotel welcomes guests with 2 restaurants, an outdoor pool, and a 24-hour gym. It's connected to the convention center in central Shenzhen and also close to Huanggang Border Crossing.


Dining

Enjoy dining at one of 2 onsite restaurants including MIS.U, which specializes in international cuisine. Savor a meal from the comfort of your room with 24-hour room service, or make new friends over drinks at the bar/lounge. Buffet breakfast is offered for a fee each morning from 6:30 AM to 10:30 AM.


Rooms

The 320 accommodations feature a separate bedroom. 42-inch LCD TVs come with pay movies, and guests can stay connected with WiFi and wired Internet. Beds sport down comforters and bathrooms offer hair dryers. Minibars, free bottled water, and laptop-compatible safes are other standard amenities.


Property features

Built in 2015, the brand new Hilton Shenzhen Futian offers an outdoor pool, a 24-hour gym, and a sauna. Limited parking is available. The front desk is staffed 24/7 to help with securing valuables, tours or tickets, and luggage storage. Other amenities at this luxury hotel include free WiFi in public areas, conference space, and a business center.

Room options

King Executive Room

1 King Bed | Sleeps 3

King Deluxe Room

1 King Bed | Sleeps 3

King Premier Room

1 King Bed | Sleeps 3

Twin Guest Room

2 Twin Beds | Sleeps 3

Guest reviews for Hilton Shenzhen Futian

Everyone (3)
1
Business Business

Please read this review before booking your stay here. I stayed at the Shenzhen Hilton Futian in late August 2019. I have been an HHonors Gold Member since 2012, and I have never had any complaints. Typically upon seeing that I have Gold status, the staff usually goes out of their way to make my stay extra comfortable. That’s why I’ve continued my loyalty with Hilton. However, the same cannot be said of the Shenzhen Hilton Futian. If you are expecting any form of decent customer service, throw that idea out of your head. You won’t find it here. I booked my night through Expedia instead of Hilton.com. I was not expecting to receive HHonor points for my stay, but I was expecting the normal Gold status amenities, mainly access to the executive lounge. After the front desk had agreed to granting me access, I received a call to my room saying because I didn’t book through Hilton.com they don’t recognize my status. I could have chosen to stay at any other hotel in the city but I chose Hilton specifically because I have status there. My problem was not that I was denied my status (policy is policy, I totally get it), but actually what unfolded next. I asked to speak to the general manager, Mrs. Wang. She was not only dismissive, but she was actually condescending and rude. When your job in hospitality is to ensure your guests have a smooth experience, she did the exact opposite. She used a demeaning and sarcastic tone when speaking to me. Simply awful. Avoid this hotel.

By on Aug 26, 2019

4
Business Business

Hotel is clean and up to the Hilton standards. Location is convenient. Maybe a quick and simple breakfast should be made available beside the expensive buffet, for people in a hurry in the morning.

By on May 1, 2019

Review comment responded on May 2, 2019

Thank you for staying at the Hilton Shenzhen Futian and taking the time to provide us your reviews. I am delighted that you found our cleanliness to be of a satisfactory standard overall. I have taken note of your comment with regards to the take-away breakfast. Your comment has been shared with our food & beverage manager. By the way, our Lobby bar can provide take-away coffee and bread from 7:00 am. Hope this information is useful to you. Thank you very much again for your feedback and we will keep improving. We sincerely look forward to your visit again in the near future.

2

portion of our money was stolen from the safe

Everyone

Overall hotel experience was good until we found out that the portion of our money was stolen from the safe. We stayed at the hotel for 2 days and put $2,100 and couple HK dollars in the safe right after our arrival. We didn't bother to count the money when we checked out from the hotel since we believed Hilton is one of the most prestigous hotels in the world. We directly went to the airport from the hotel and on our way there my husband counted the money and found out that $300 was stolen and we had $1,800 left (we didn't open the safe nor touched the money during our stay since we had enough yuan to use in Shenzen). The hotel staff/thieves didn't steal all the money cause they knew we could complain right away. In order to avoid suspicion they stole only small portion of the money. Who would think that you can lose money from the safe especially in a hotel like Hilton. We are very dissaponted. Be aware!!!

By , from Colorado, USA on Jul 3, 2018

Review comment responded on Jul 20, 2018

Thank you for staying at the Hilton Shenzhen Futian and taking the time to provide us your reviews. We are always seeking for every opportunity to try the best to make each of our guest stay to be a pleasant memory. Now your case is under investigation, please contact directly to our hotel. Thanks

3

issues with food and smell

Everyone

As a Gold member, I stay at Hilton whenever I can. I was very disappointed with this stay. Two reasons. I had gotten food with my wife. Hers arrived within about 20min, mine didn't arrive for another 30 minutes after that. Obviously it was forgotten about. Then when it came, the steak was cold and raw inside. I was upset and could not eat it. Nothing was done. Not until I talked to the manager, he offered the 15% service removed, which wasn't enough. We had to demand them remove the meal with the cold raw steak. I even showed him a picture. He finally agreed. The other reason I gave this hotel a 3/5 was the bathroom. It smelled like cat pee. We didn't complain about it, because we weren't in that area and didn't feel like moving rooms. But the smell was bad. Because of these two issues I cannot recommend this Hilton. It is the only Hilton I have never recommended.

By , from Naperville, IL on Nov 20, 2017

Review comment responded on Nov 22, 2017

Thank you for staying at the Hilton Shenzhen Futian and taking the time to provide us your reviews. Your comment regarding the food delivery and room smell has been noted, relevant action has been taken. Please accept my apology for the inconvenience caused. Thank you for your comments, we really value the guest feedback which is one of key source for me to know what we have done well to meet or exceed the guest expectation and where we have failed to keep our promise. But nevertheless, one thing we can assure you that we are always seeking for every opportunity to try the best to make each of our guest stay to be a pleasant memory. We are sincerely looking forward to your visit again in the near future.

2

hotel staff are not willing to help me

Everyone

I had issues with this hotel manager who are not willing to help me. Plus I feel this helol tries every opportunity to make extra $ off me.

By on Jul 2, 2017

Review comment responded on Jul 10, 2017

Dear Guest, we feel shame that our service make you are not happy. we strengthen staff training and make sure no happen anymore. really sorry and you need me any support during your next time. let us know.

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