Hilton Garden Inn Shenzhen Airport

Beware there are other branches with very similar names, at least on DiDi app. I have booked for a room at this outlet which is named “Hilton Garden Inn Shenzhen Baoan Huaide” on the DiDi app, however have erroneously been directed to “Hilton Garden Inn Shenzhen Bao’an International”. It was only upon arriving at the wrong hotel did we realise it was the wrong outlet. It took us another half an hour to arrive at the right outlet. Upon feedback to the counter staff about the extreme similarity of the name and the inconvenience, she made absolutely no remarks about it. Upon further inquiry about possibility of follow up actions to prevent similar incidence from occurring, she said she will feedback to her superior. She also looked extremely passive about it. I asked to speak to her superior about it, and she wanted me to wait in the hotel room for her superior to give a call back, as if I would be sitting in the hotel the whole day waiting for a call back. Eventually she offered to add me on WeChat using the hotel’s account. After half an hour, I received a message from the account berating me that I should have looked at the actual address on the map as there are many Hilton branches around the Shenzhen airport. Their Chinese names are much easier to differentiate, but the English names are extremely similar. I was displeased with such a dismissive reply and expressed my unhappiness with such an experience. The staff then offered a fruit plate but I was not interested in it and did not bother replying as I was out and busy. To my horror, the staff have gone ahead and entered my hotel room and left the fruit platter (which was simply a pear and banana and orange in a cling wrap). I was appalled by the action and feedback to the staff via WeChat that i am not interested in having those fruits and they should not have entered my room without permission. To that, they have been radio silent which seems to me that they are not interested in dealing with customers who have checked out of the hotel. Hilton is a big name and I am honestly appalled by the way their staff handled this incident. Uninterested, dismissive and avoidant. Not to mention the cleanliness of the hotel is lacking. I will not be back. There are much better hotel chains with better service. The counter staff looked like a robot void of emotions.

Hilton Garden inn was a very good hotel. Breakfast was very good (USA HGI’s you can learn a lot from how it should be. ). Standard is so much higher here than in US. Rooms are spacious and we got complementary upgrade as diamond for life. Much appreciated by us. Just one remark. Google Maps doesn’t work in China so we used amap. The app is good but when ordering a didi taxi the didi app translated Home 2 suited to Hilton garden in. (I guess because it’s Hilton). We ended up 10 km at home 2 suites so had to order another taxi to get us to right Hilton garden inn. Be aware that translation is challenging for Chinese apps.

There are two shopping malls nearby and the subway station is only 10 minutes walk. 7-11 is just next to the main entrance of the hotel. The front desk staffs are friendly and helpful. The room is bigger than my expectation. The room is clean and the house keeping staffs are doing a good job.

The hotel is relatively new. The room is nice and clean. The A/C, however, is not very cool even though I adjusted it to the lowest temperature and maxed out the fan.