UrCove By Hyatt Shenzhen Bay Mixc

The staff was very helpful. One of them by the name of Eve was really friendly and helpful. She was also friendly to my kids. There was also one more staff that help us buy ferry tickets to macau. They we very patient and helpful. Great place to stay.

Good business hotel - wonderful staff who were very helpful and courteous. Love this new brand.

It’s very close to the clinic that we have to go so we book it. It is expensive but new.

(second night booking) We travel to Shenzhen quite frequently and have tried many hotels in similar price range, and while we trusted the Hyatt brand, it was a very dissappointing stay, and we do not plan to return. Positives: The rooms were new-ish and the lobby was nice, and the free washing machines were clean and easy to use. Negatives: - The staff were clearly not trained well enough and could not handle check-in process efficiently, took very long to locate my booking because they were unfamiliar with agoda bookings (which does not include Chinese characters). -Staff displayed no customer eccentricity: I had two seperate bookings as I had to extend my stay. While I acknoweldge the two rooms were of different type, the staff did not proactively look at ways to assist the customer to proactively find a way to make the stay a more smooth one (e.g. by offering me some options) and forced me to re-check-in on the second day. - When I was forced to re-check-in to change my room on the second day, the new room was not ready, causing further frustration. - Similar to above, the staff displayed nil flexibility at accomodating customers' needs. Because of there were two bookings (all under my name), there were different breakfast entitlements. The staff refused to do anything regarding this and I later realised that a free breakfast could be provided if a QR code was scanned to join a membership programme - that was not communicated at all during the check-in process. - Above demonstrates that the staff had no customer focus in mind and were merely doing the job according perceived rules. I trust this was not a standalone case as I also overheard other guests campliaining to reception when I was waiting for my new room. - Furthermore, out of the three lifts to guest rooms, two were shared with other offices in the same building. We had a very unpleasant experience when we were going to our second room, the lift stopped at an intermediate non-hotel floor and many students after exercises (summer camp?) squeezed into the lifts even though the lift were en-route to guest room floors, because they were worried that they may not be able to fit into a lift going down (!). There were also other hotel guests in the room and everyone was visibly displeased. All in all, while the hotel could have so much potential with relatively good rooms, the management and staff were a serious let down. I seldomly leave lengthy reviews unless the experience was really good, or really bad. Unforunately this is the latter.