Oriental Ginza Hotel Shenzhen in Shenzhen

I am only posting this review because I was helped so well by Ben Lu and the other staff, but the hotel itself is a major disappointment. When I first checked into my room, the shower head didn't work, though I must say the staff repaired it very quickly after I reported it. I then wanted to wash my clothes because the hotel advertised a laundry service, but it turned out that service didn't actually exist. Ben Lu, who is a top-notch employee, tried to fix the situation by offering me a free "upgrade" to a larger room that included a washing machine.
However, when I checked into this second room, I found dirty stains and streaks everywhere, and there was even a used toothbrush left in the bathroom. I soon discovered that the washing machine could only wash on a cold cycle and had no drying function, so I couldn't end up using it anyway. To make matters worse, the air conditioning in that room didn't work properly either. All in all, a renovation is definitely needed. I don't understand how this hotel has 5 diamonds on Ctrip, because it really only deserves 2 or 3. As far as I’m concerned, the property doesn’t deserve a review, but the excellent service from the team is the only reason I am sharing this.