FAQs

Most of our hotel team is proficient in English, Cantonese, and Mandarin, ensuring seamless communication and a pleasant experience for guests throughout their stay.

Yes, adapters are available at the front desk—just let us know your device needs. We use a ­­­220V, 50Hz electrical system with a Type A/I plug, so be sure to check your devices and bring a converter if needed.

The hotel opened in 2020.

Yes, we can accept packages before your arrival. Please include your reservation name and date.

Yes, complimentary Wi-Fi is available in all rooms and public areas.

Absolutely, just contact the guest service center via extension “0” to schedule your wake-up time.

Yes, we provide daily housekeeping service, if you need any housekeeping service, please contact our guest service center.

Yes, our concierge team is happy to help with dining, attractions, and transportation.

Yes, laundry and dry-cleaning services are available daily. Please simply fill out the laundry service form in-room.

We do not offer childcare services, but our concierge can suggest reputable local providers.

Yes, our restaurant offers a variety of vegan and gluten-free dishes, please ask our staff for recommendations or menu highlights.

Our dining team offers selections influenced by local and international cuisines —please let us know your preferences, and we'll try to accommodate.

Yes, we welcome outside food deliveries. The designated pick-up location for all takeaway orders is at G floor Food Delivery Storage Cabinet. Please collect your order there. Should you require in-room delivery, please contact the Guest Service Center.

Yes, room service is available daily. 

Yes, additional breakfast can be added to your reservation, please contact our guest service center or bring out to our front deskupon arrival.

Unfortunately, the hotel does not have a club. However, we invite you to experience our beverage and snacks with Happy Hour benefit, free to offer for every inhouse guests at our G Floor Andaz Lounge.

Yes, the hotel offers facilities and services for Muslim guests, including Prayer Rug, Qibla Compass and Holy Quran. If you have any special requirements, please feel free to contact us before or during your stay, and we will do our best to assist with the necessary arrangements.

Yes, we provide cribs and extra beds upon request.

Rollaway beds are unavailable.

Yes, all our rooms are non-smoking rooms. Additionally, the hotel provides a designated outdoor smoking area for the convenience of guests who smoke at hotel outdoor lobby, Bar1919 outdoor and Club House outdoor.

The hotel provides complimentary in-room toiletries, including shampoo, conditioner, body wash, hand wash, body lotion, and soap. In line with our commitment to environmental sustainability, amenities such as toothbrushes, toothpaste, razors, combs, cotton pads, cotton swabs, shower caps, and sanitary bags are available upon request. Please contact our hotel team, and we will be happy to assist you.

Room views vary by type and availability, so while we can't guarantee a specific view, we encourage you to let us know your preference by email or phone call. If you are looking for a particular view, you can choose the corresponding room type when booking.

All hotel rooms are equipped with bathtub.

Certainly! If you’d prefer a quieter room, let us know by email or phone. We will try our best in meeting your inquiry.

The room air-conditioning system allows guests to freely adjust the temperature according to their personal preferences. Heating air-condition will also be provided in winter.

We are located approximately 25 km from Shenzhen Bao Airport, which is about 35-minute drive.

Limousine rental service is available to and from the airport. Advance booking is recommended.

The nearest station is just 25 minutes away by car.

Buses, subways, and taxis are easily accessible just steps from our entrance.

The nearest metro/subway station to the hotel is Houhai Station, which is approximately 13 minutes away on foot.

Downtown can be reached by subway, bus, or taxi—ask our team for the fastest route at the time of day.

Yes, we can assist with car rentals or limousine bookings through trusted partners.

Yes, our hotel team can assist with arranging transportation services or provide local travel recommendations, but specific arrangements are subject to availability.

We offer local area’s digital maps and insider tips at the front desk.

Many of the city’s top attractions—like MixC Shenzhen Bay and Shenzhen Bay Cultural Square—are within a short walking or driving distance. The hotel is conveniently located near key shopping and business districts including the Shenzhen Bay area. Should you require additional travel information or recommendations, please feel free to contact our hotel team.

Our hotel offers stunning views of city view, Shenzhen Bay view and view of Shenzhen Bay Cultural Square from the lobby and selected guest rooms. Guests looking for an enhanced stay experience are welcome to book one of our view rooms to enjoy these spectacular sights.

Yes, we are within walking distance of MixC Shenzhen Bay, which features a wide range of retail stores, restaurants, and lifestyle brands. Guests can enjoy a convenient and comfortable shopping and dining experience just steps away from the hotel.

Yes, we offer on-site parking. For the rates, please visit the Parking & Transportation page.

We currently do not offer valet parking, but self-parking is available at MixC Shenzhen Bay Parking Lot B4.

EV charging stations are available in our parking area at MixC Shenzhen Bay Parking Lot B4, subject to availability.

Due to mapping restrictions in China, Google Maps may show inaccurate or shifted locations. We recommend using Baidu Maps or Amap (Gaode Maps) for accurate directions. You can also contact us for precise navigation instructions.

Some international platforms may list us under translated or alternate names. Please refer to our official Chinese name and address to ensure accuracy.

Yes, guests are welcome to enjoy our indoor pool of Wellness Club, located on Level 3. For the latest details on opening hours and seasonal availability, please visit our homepage.

Yes, our on-site fitness center is located on the 3rd floor of the hotel and is open daily, features Life fitness equipment. For the latest details on opening hours, please visit our homepage.

We do not offer a formal business center, but complimentary printing and Wi-Fi are available.

Spa services are not offered at the hotel, but we recommend nearby wellness centers in MixC Shenzhen Bay.

Yes, our fully equipped meeting rooms accommodate any kind of gathering.

The hotel features a selection of restaurants and bars, offering a variety of cuisines, including Western cuisine, Cantonese cuisine, afternoon tea and so on to cater to diverse dining preferences. For more information, please refer to our Dining page. 

We do not offer connecting rooms, but adjoining rooms may be requested by email or phone.

Yes, we provide kid-friendly meal options and child portions on request.

Our hotel can provide complimentary baby cribs, high chairs, and other child-friendly amenities upon request. Our restaurants also offer kid-friendly options to cater to young guests.

We’d be honored to host your celebration—our event spaces and experienced planning team are at your service. Please visit our wedding page for further details.

Our team provides full event coordination, from layout setup to F&B arrangements.

Yes, we offer audiovisual equipment, including projectors, microphones, and screens. Please let us know your requirements or visit our meeting page.

On-site catering is available with customizable menus for all occasions—just contact our event team or visit our meeting page.

Unfortunately, pets are not allowed, except for service animals.

Some areas may be difficult to access for guests with mobility needs. Please contact us to plan your visit.

Accessible rooms are limited, so we recommend confirming availability in advance.

Yes, we have rooms with roll-in showers and mobility-friendly layouts. Please contact us for advance booking.

These devices are not available on-site, but we can suggest rental services that supply them locally.

Accessible parking is not available on-site.

Yes, service animals are welcome at no additional charge. Please contact us for advance booking with related service certification.

To check in, please present a valid photo ID.

Yes, guests must be at least 18 years old. Minors must be accompanied by an adult.

We accept major international credit cards, including Visa, Mastercard, American Express, and other commonly used cards, as well as cash and electronic payment methods (including Alipay and WeChat Pay) .

Yes, we offer luggage storage.

Our front desk operates 24/7, so you’ll still be able to check-in.

Our check-in begins after 3PM, and check-out is by 12PM.

We are unable to guarantee early check-in, but please contact us in advance and we will assist you subject to daily availability. 

Late check-out is not available during peak dates. However, you may contact front desk and we will assist you subject to daily room availability.

Yes, express check-out is available by contacting our guest service center.

Yes, we offer long-term stay options for guests. For detailed information regarding policies, rates, and availability, please contact the hotel directly.

In accordance with the regulations of Shenzhen, the hotel is a 100% non-smoking property. Smoking is not permitted in guest rooms or indoor areas of the hotel.

Lost items are recorded and stored securely—contact our front desk with a description and date of loss.

There is no formal dress code, but we kindly ask guests to wear appropriate clothing in public spaces.