UrCove by Hyatt Shenzhen Bay Nanyou

I'm going to describe 2 experiences. First my arrival experience. Booked through Hyatt's website, supposed to be the 38 sqm audiovisual room. 100 inch TV, as per the reservation details/booking description. When I arrive the front desk informed me that while they had the reservation it was only for a 28 sqm room with no windows. The communication was a struggle, don't expect good English at this level. Remember also that Google services are not typically available in China, I had to borrow internet from someone roaming in order to access the email from Hyatt to even log in thier website. Only after using the evidence in the reservation details the escalated to this young manager nearby (who was so casual and carefree about servicing. I honestly did not have the impression they wanted to solve my problems) they eventually upgraded me to a deluxe room, but felt more like an act to keep me from complaining. The 2nd experience is in the deluxe room. Great room, service staff were nice, the only problem was that likely a previous guest was smoking in the toilet. Being a non smoker it was an uncomfortable experience. The rest of the room was great. I think there's some potential for the site. If the communication between Hyatt could be fixed and also the elevator is a pain (office elevator, but floor requests can either be ignored or canceled. Experienced this ourselves and with the staff.) Frontline staff manager could use a refresher course in hospitality.

我将描述2个经历。首先是我的抵达经历。 通过凯悦网站预订的，应该是38平米的视听室。 100 英寸电视，根据预订详情/预订说明。 当我到达时，前台告诉我，虽然他们预订了一间 28 平方米的房间，没有窗户。沟通很困难，不要指望在这个水平上有很好的英语。 还要记住，谷歌服务通常在中国不可用，我不得不向漫游者借用互联网才能访问凯悦酒店的电子邮件，甚至登录他们的网站。只有在使用了预订详细信息中的证据后，才升级到附近的一位年轻经理（他对服务非常随意和无忧无虑。说实话，我没有觉得他们想要解决我的问题），他们最终将我升级到了豪华房，但是感觉更像是一种阻止我抱怨的行为。 第二次体验是在豪华房。房间很棒，服务人员也很好，唯一的问题是之前的客人可能在厕所里抽烟。作为一个不吸烟者，这是一次不舒服的经历。房间的其余部分都很棒。 我认为该网站有一定的潜力。如果凯悦之间的沟通可以解决，而且电梯很麻烦（办公室电梯，但楼层请求可以被忽略或取消。我们自己和工作人员都经历过这一点。） 一线员工经理可以参加酒店管理进修课程。

2 个月前