UrCove by HYATT Shenzhen Bay Nanyou

Eli at the front desk was so friendly and helpful, even taking our luggage down to the pickup point for us. The location is good, and our room was clean and comfy. Very pleased with the hotel.

The deluxe room itself was great, and the service staff there were nice. I did notice a smell of cigarette smoke in the toilet, probably left by a previous guest, which was uncomfortable for me as a non-smoker. At check-in, though, there was a problem with my booking. I had reserved through Hyatt's website a 38 sqm audiovisual room with a 100 inch TV, but the front desk said they only had a 28 sqm room without windows. Communication was difficult, and the English at that level wasn't good. Google services aren't typically available in China, so I had to borrow internet from someone roaming just to access the Hyatt email and log in to their website. After I showed the reservation details as evidence, they escalated it to a young manager nearby. The manager seemed very casual and carefree about helping, and I didn't feel they really wanted to solve the problem. They eventually upgraded me to a deluxe room, but it felt more like a way to keep me from complaining. The elevators were a pain too. They're office elevators, and floor requests seemed to get ignored or canceled, both for us and for staff. I think the place has potential, but communication with Hyatt needs fixing. The frontline staff manager could use a hospitality refresher.

Breakfast was the letdown, at RMB 99 it wasn't worth the price and the choices were limited. The room was clean, and there are two shopping malls nearby. Shenzhen Bay is close too.

The bedding was excellent, and the mattress had just the right firmness. The room was well-equipped too.