Grand Mercure Oriental Ginza Shenzhen

"No idea on how to handle customer who reach early in the morning. Accor card is not worth joining."

17th May 2012, LeeStAt, Kuala Lumpur, Malaysia

I reach the hotel at 8:00am due to midnight flight. I know standard check in time is noon but there are many rooms available just waiting for cleaning.It is a matter of adjustment of cleanning the room to allocate early check in like me.However I still waited for almost two hours even though the receptionist told me the room will be ready in 20 min. I now know I could not ask for more with this hotel anymore,I was Accor member since many year ago, now this membership can only get 10%discount on the publish rate. This is much higher than other client like corporate client. In addition, there is no free breakfast under this membership room. I do not see the goodness of continue this membership anymore! One night free stay under this member does not mean anything to me as I stay in hotel at one third of every month.

Management responseDear Guest, Thank you for choosing Grand Mercure Oriental Ginza Shenzhen Hotel and conveying your comment to us. And please accept our sincere apologies for that your experience did not meet your expectation.What happened to you is not the typical level of our service, while we always strive for a superior service to our customers. The relevant department has taken the immediate action to rectify the problem that was mentioned in your feedback. Regarding the Accor card benefit, we will also forward your comment to the relevant department of Accor. Once again, please accept our sincere apologies and we are delighted to welcome you back again in the near future.Yours sincerely,Grand Mercure Oriental Ginza Shenzhen
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"Conveniently located"

27th April 2012, Kusmawan, Jakarta, Indonesia

It's is nearby the Shenzhen Metro most definitely as it is right outside the exit of Zhuzilin Metro stops. While food centre and shopping centre is not as near. You've got to take MTR to window of the world or else cab. The non smoking floor sometimes smell like a smoking floor so when you have child perhaps you have to talk this out to confirm with the reception desk.

"Good Value & Good Location"

26th April 2012, donniehongkong, Hong Kong

Easy booking even at the weekends.Very near to city centre and just side by side with the Metro.Good Service and clean. Fully equiped and with good facilities.Front desk is most efficiency and short time to check out.

Management responseDear guest,Thank you for telling us about your experience at the Grand Mercure Oriental Ginza Shenzhen. It is always a pleasure to receive positive feedback.Your kind words will be passed on to our staff. I am sure that this feedback will serve as an encouragement to all of our staff as we strive to continuously improve the quality of our services.Thank you again for sharing your experience, and we hope your next visit will be as pleasant as the previous one.Yours Sincerely,Grand Mercure Oriental Ginza Shenzhen
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"Ng Shau Ki's revew"

12th April 2012, Shenzhen, China

The comment is average. The carpet on the floor of my room, had little dirt, dark color. I don't know why this review need at least 100 charcters. Do you think it is customers first? They may not have much time to give you comment. Other people will just abort the this reveiw and you will lost their valuable comments.

Management responseDear guest,Thank you for choosing Grand Mercure Oriental Ginza Shenzhen Hotel and conveying your comment to us. And please accept our sincere apologies for the carpet in your room. We have taken actions to make the inspection and improvement.Once again, thank you for taking the time to write a review on our hotel and we hope that you give us the chance to show you a better face in a soon future. Yours sincerely,Grand Mercure Oriental Ginza Shenzhen
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"Chinese Service The French Way"

5th April 2012, JACerv4, Downers Grove, IL

The breakfast buffett was good, however do not bother staying on the executive floor as you can only get complimentary beverages during the "happy hour". Otherwise you pay full price which is outrageous.Internet was slow, and if on the executive floor, only 2 of the 4 elevators would take you there. The local taxis do not know the hotel as the Mercure Ginza, so make sure you get a return taxi card from the bellmen.Since they are trying to be an international hotel, they should at least hire someone in the executive lounge on days that actually UNDERSTANDS English, not just speaks it a little bit. I tried to use the simplest of words and phrases to convey my displeasure with my billing, but the young lady was over anxiously waiting for my Chinese partner to come to translate and finally went and got a supervisor out of a meeting to come and so graciously (Ha) remove the exhorbanent charge I received for an extra can of soda 10 minutes after "happy" hour ended.

Management responseDear guest,Thank you for choosing Grand Mercure Oriental Ginza Shenzhen, P.R. China as your accommodation choice during your recent visit to Shenzhen and we would like to express our gratitude to you for your comments about our hotel.Regarding the happy hour in executive lounge, for your information during the “Happy Hour” (from 18:00-20:00), complimentary snack together with soft drink, beer, coffee and tea will be offered. However, we do apologize for any inconvenience you experienced in regards to being able to communicate fluently in English with one of our staff. Despite our best effort to be selective in our hiring and offering English lessons to our staff, this is an area in which we certainly can improve in. Once again, thank you for taking the time to write a review on our hotel and we hope that you give us the chance to show you a better face in a soon future. Yours sincerely,Grand Mercure Oriental Ginza Shenzhen
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"the most friendly hotel"

27th March 2012, hong kong

everything went very well until the time I checked out as I asked for the way to go Shunde the lady( I suppose a senior staff ) whom I asked ,didn`t response me but turned her head to a male staff who stood some metres away to answer me. I thought it was a bit impolite but it was only a minor mistake which could have been taken away so that my stay would have been perfect.

Management responseDear guest,We are so glad that you enjoyed your time in Grand Mercure Oriental Ginza Shenzhen hotel during your recent visit to Shenzhen. Many thanks to you for your good comments about our hotel and we are very pleased. And please accept our sincere apologies for the impolite respond you experienced. Obviously, we take great effort in training our staff not only in their respective job skills but also service skills. Your feedback has been channeled to the team and we have taken steps to ensure that every guest is welcomed with a smile and polite. Thank you again for your time and look forward to see you soon.Yours faithfully,Grand Mercure Oriental Ginza Shenzhen
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"A solitude for a rest"

2nd February 2012, Hong Kong

Basic facility is quite okay. Indeed there is indoor heated swimming pool and fitness facility. Restaurants : the Chinese restaurant is quite good in food; the Teppanyaki disappeared Monsoon Western Restaurant has the try to diversify its food for differentdays - a good direction but need to improve the quality of food as some found not freshenough others such as BBQ is not easily found. The attitude of the personnel found helpful and nice. The hotel provides a serene surrounding for a relax in general.

Management responseDear Guest,We would like to thank you for choosing to stay with Grand Mercure Oriental Ginza during your recent visit to Shenzhen and we would like to express our gratitude to you for your comments about our hotel. We are very pleased to read that you appreciate our facility. It was certainly a pleasure for us to be at your service. Regards the restaurants, your comment was already transferred to our Food & Beverage team and they will follow up the problem you mentioned. Once again, thank you for taking the time to write a review on our hotel and I do hope to show you our improvement in the future.Yours faithfully,Grand Mercure Oriental Ginza Shenzhen
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"Good location, spacious room"

29th January 2012, Hong Kong, China

Easy access to the subway station. The room is much bigger than I had expected. I booked the hotel via accor's website and they offered complimentary breakfast to 0-15 years old children. However, the staff seemed didn't know about it and told me that free breakfast was for children under 1.4m. I showed the reservation slip to them, which was clearly stated about the offer. Then an a-club staff came up and helped us solve the problem. I really appreciated for her help. Anyway, the breakfast was not worth the price.

Management responseDear Guest,Thank you for choosing Grand Mercure Oriental Ginza Shenzhen, P.R. China as your accommodation choice during your recent visit to Shenzhen and we would like to express our gratitude to you for your comments about our hotel.We are delighted to know that you found our location to be convenient and appreciate our staff’s help and we deeply apologize for the misunderstanding about the breakfast. Your feedback has been channeled to the team and further training will be processed accordingly.Once again, thank you for taking the time to write a review on our hotel and I do hope that we have the opportunity to show you our improvement in the future.Yours faithfully,Grand Mercure Oriental Ginza Shenzhen
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"my experience"

11th January 2012, Malang, Indonesia

the receptionist can't speak English well so we can communicate well..the room is look like old but the bed is so big..the location of hotel is near with train station..about the rate is quite cheap,i recommend this hotel but you need to find out the receptionist that can speak english well..

Management responseDear guest,Thank you to have post a comment on TripAdvisor. Guest’s feedbacks are very important to us in order to keep updated our operational standards for the highest satisfaction of our guests.We are delighted to know that you found our beds to be comfortable, location to be convenient and the hotel to offer value and would recommend us to your friends. We do, however, apologize for the inconvenience you experienced in regards to being able to communicate fluently in English with one of our Receptionists. Despite our best effort to be selective in our hiring and offering English lessons to our staff, this is an area in which we certainly can improve in. We hope that you give us the chance to show you a better face in a soon future. Please receive our best regards.Yours faithfully,Grand Mercure Oriental Ginza Shenzhen
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"excellent"

14th September 2011, Semarang

excellent and recommended to stay next timeservices good and nice sleeping qualityEnjoy the food and quality goodRoom so clean and comfortablehope can visit here next time and would recommend to our friend or relative to choose this hotel

Management response"Dear Semarang,We would like to thank you for choosing to stay with Grand Mercure Oriental Ginza during your recent visit to Shenzhen and for sharing your appreciation with us. We are very pleased to read that you had a good experenice here. Your kind words have been passed on to our staff and this will certainly motivate them to keep up the good work. Just as you known, Grand Mercure Oriental Ginza Shenzhen stands in the heart of the Futian Central Business District, right next to the Zhuzilin Metro Station and 20 minutes’ drive from the Lowu Railway Station and the Shenzhen International Airport. Its strategic location in the city centre affords guests easy access to the city’s numerous shopping facilities and entertainment places. With 481 guestrooms and suites, Grand Mercure provides guests with choices of room categories to suit their preferences including an executive floor for a higher level of service for business travelers. Each is equipped with modern conveniences including broadband Internet access, in-room safe and an oversized working desk while Suites and Deluxe rooms have full kitchen facilities. Once again, thank you for taking the time to write a review on our hotel and we all look forward to welcoming you again soon to the Grand Mercure Oriental Ginza Hotel. Yours faithfully,Grand Mercure Oriental Ginza Shenzhen "
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"Poor service attitude but can help solve problem"

9th August 2011, Hong Kong

The front desk staff did not enjoy their work and reflected in their attitude. Few times I was given command instead of service tips. However, when I had asked for electrical tape and they gave me a new one which was outstanding. Better training is recommended to improve service quality.

Management responseDear guest,Thank you to have post a comment on Trip Advisor. Guest’s feedbacks are very important to us in order to keep updated our operational standards for the highest satisfaction of our guests. We deeply regret that some of our front office employees did not give you a good feeling about our hotel. Indeed, we welcome on board these past days some new front office employees, please be assured that we are striving to train them to a standard and brand culture. Looking forward to show you a much better face of our hotel. Please receive our best regards.Yours faithfully,Grand Mercure Oriental Ginza Shenzhen
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"very good"

18th July 2011, hong kong

Do Describe the service you experiencedTell us how you liked the roomTalk about the location & amenitiesSay what you liked best & leastThe swimming pool is too small. The buffet dinner is quite good. The room size is suitable for us.

Management responseDear guest,We would like to thank you for choosing to stay with Grand Mercure Oriental Ginza during your recent visit to Shenzhen and for sharing your appreciation with us.We are delighted to learn that you had an good stay with us and particularly value our dinner buffet. And we have been transferred your praise to the Food & Beverage department. To make every guest satisfy is our principle. It was certainly a pleasure for us to be at your service and we all look forward to welcoming you again soon to the Grand Mercure Oriental Ginza Shenzhen Hotel. Yours sincerely,Greand Mercure Oriental Ginza Shenzhen
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"good experience"

11th July 2011, Hong Kong

I have been there for a night in July. The room is very clean and well decorated.Just a little cons is that the television is out of order sometime.In addition, I have enjoyed the buffet there. The service is excellent. But the food choice is limited.Overall, I will give 85 marks to the hotel.

Management responseDear guest,Thank you for choosing Grand Mercure Oriental Ginza Shenzhen, P.R. China as your accommodation choice during your recent visit to Shenzhen and we would like to express our gratitude to you for your comments about our hotel. We are very pleased to read that you had a good time at our hotel. Just as you mentioned, Our rooms are spacious and bright, rational layout.In addition, we are glad to get the satisfaction for our buffet from you. Tell you a piece of good news. Currently, our coffee shop offer Italian Night on every Tuesday and French modern night on every Friday. And if you purchase the coupons in advice, you will enjoy “buy 5 get 2 free” for it. It was certainly a pleasure for us to be at your service and we all look forward to welcoming you again soon to the Grand Mercure Oriental Ginza Shenzhen Hotel. Yours sincerely,Grand Mercure Oriental Ginza Shenzhen
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"Clean and Friendly"

4th July 2011, Jakarta

We were traveling to Shenzhen for two nights. I got room view to open sea with big room and good interior. Location good access for Metro and near windows of the world. There had Indoor swimming pool and SPA. We hope next time will stay here again.

Management responseDear guest,Thank you for choosing Grand Mercure Oriental Ginza Shenzhen, P.R.China as your accommodation choice during your recent visit to Shenzhen and we would like to express our gratitude to you for your comments about our hotel. We are very pleased to read that you have got a good experience in our hotel. As you mentioned, Grand Mercure Oriental Ginza Shenzhen stands in a convenient transportation location, right next to the Zhuzilin Metro Station. Its strategic location in the city centre affords guests easy access to the city’s numerous shopping facilities and entertainment places. Your kind words have been passed on to our staff and this will certainly motivate them to keep up the good work. Here, we would like to wish you all the best and look forward to see you again soon.Yours sincerely,Grand Mercure Oriental Ginza Shenzhen
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