Fairfield By Marriott Shenzhen Bao'An

The hotel itself is new and clean, but our Saturday dinner booking turned into a problem. Our reservation included a buffet at the shopping mall next door, and the front desk had booked us in when we checked in. Yet when we arrived 10 minutes early, the restaurant, which isn't run by the hotel, wouldn't honor it because they said it was a busy evening. Their supervisor spoke to the hotel supervisor and stuck to that decision, with an estimated wait of about 90 minutes. The staff were rude and acted as if they didn't care, as though we were begging for a meal. It seemed they preferred guests who booked directly, who would bring them more revenue. We had to wait outside another restaurant with a shorter line and messaged Kelly on WeChat. She helped with the reservation and got the restaurant to honor it. Without Kelly, we would have had to skip the buffet and eat somewhere else. The restaurant's greedy, dishonest behavior reflected badly on the hotel, which was unfortunate.