As a well known Hotel name you would expect a grea...

As a well known Hotel name you would expect a great level of service based on many good reviews but in reality it's not so.

The staff at this branch has very basic to poor command of English. Tried to order a cup of water and the staff just stared and smiled nervously. Asking for directions is another as the staff had trouble replying with the proper words. Felt like playing a guessing game with them.

Upon check out , I'm shocked at the level of incompetence as the staff at the counter double charged my card, and had trouble explaining to me what went wrong after clumsily fumbling around behind the counter. This was later followed by calls from my bank to clarify this issue.

The Spa's signature treatments despite what's mentioned on the brochure and online is not what you will received but still pay the extravagantly premium price. Had a follow up on this by the management and all I received was a poor excuse that the spa is undergoing "changes". No compensation, just mainly absolving their responsibility about the issue and a general "We look forward to seeing in Shenzhen again"

I expected the 'Four Seasons' name of Hotels to at least provide above average service and able to address basic concerns of its guest but no..it clearly falls short of the reputation it's name carries.