Beautifully appointed, very high levels of service. The perfect place to refresh in the middle of the city. Large rooms with elegant muted decor. Sophisticated cuisine. Problems with the internet were addressed in minutes. Room service arrived ahead of what had been promised. Well trained staff.
Dear guest,
Thank you for taking the time to share your recent experience at the Twelve at Hengshan, A Luxury Collection Hotel, Shanghai with us. We will keep provide better service for you during you next stay. Please let me know when your travel plans bring you back to Shanghai.
Best Regards,
Marketing & Communication
Hotel by itself is ok and even if furniture are a bit outdated, I do not have complain about
I would like anyway to complain about the attitude about the hotel staff (duty manger and its superior) concerning the checkout procedure.
It took them more than one hour to justify the contents of the bill !! They had an attitude extremely condescending and suggesting I should pay without requiring details (which were not able to provide me)
It was often said that I should trust them and not necessary to ask what I have to pay
Not unable to clarify what was corresponding for amount, making mistake in the dates was the main reproach… and it took 1 hour for them to understand what they were asking me to pay !!!!!
Finally, they never sorry (or I had to push them to say sorry but they did not even believe in it). Close to me, I had at least 2 colleagues which were also questioning their own bill
With such attitude, next time I would suggest to think twice before advising to send someone in this hotel.
Dear valued guest,
Thank you for taking the time to share your recent experience at the Twelve at Hengshan, A Luxury Collection Hotel, Shanghai with us.
We would like to express our sincere apologies for the problems you have encountered during your stay at our hotel.
We really also hope to provide a satisfied stay experience to every guest, so we will enhance staff training for you next stay. Thank you for the comprehension. Please let me know when your travel plans bring you back to Shanghai.
Best Regards,
Director of Marketing & Communication
This hotel has well done and well maintained decor and there has been careful attention to the detail in both the room and the public areas. For example, at the desk in the room a staking box containing the computer wires.
However, there are a number of other quality hotels within the Marriott/SPG/Ritz brand alliance I could recommend which are far superior in terms of both the service and the decor for the same price or less in Shanghai. The staff try very hard, but considering the price and the level of luxury they are trying to showcase, it just is not good enough.
Here are a few examples:
- At check in the details regarding high member status benefits were not mentioned and I had to ask
- At both breakfast and evening cocktail hour there were food areas that went empty for a while before being refilled. When questioned at the evening cocktail hour by me the staff said “later” as an answer for when it would be refilled
- The breakfast buffet selection is nothing special
- At the gym, the staff checking in merely greeted me. I was not offered headphones unless asked. I was not shown where to go for any purpose of my visit there.
- In the gym, the equipment was not maintained often. I saw empty water bottles and used towels on other cardio machines and there were not enough attending staff
- A so-called life guard was present for a short period of time at the pool. He wore street clothes and had shoes on. Read a book or his smart device when sitting in the life guard seat and left after several minutes
- Details regarding the decor as it relates to service was not well thought through. For example, at the evening cocktail hour, the covers for the food were huge and then there was no room to put your plate down when serving yourself
- Another surprising feature is that there is no business center; however, the staff direct you to the one computer that guests can use; however, the printer is incredibly inefficient because it prints one page and then had to do its cleaning before printing another page, so if you have several pages to print be sure to allow ample time.
Dear valued guest，
Thank you for taking the time to share your recent experience at the Twelve at Hengshan, A Luxury Collection Hotel, Shanghai with us.
On behalf of the hotel management, I would like to express our sincere apologies to you for your experience during this stay. It also shows that there is still a lot of room for improvement in our work, and we will take corrective and supervisory measures to improve our service.
Hope to have the opportunity to serve you next time.
Best Regards
Thats my experience， to get room service order ice or a buggy takes at least 2 telephone calls and a wait of almost an hour and even then it still sometimes never happens. Once your food arrives you wonder why you bothered.
Don't ask for your duvet to be replaced by a blanket - surely a not unreasonable or unheard of request in the tropics- you will be left with only a bottom sheet and a scratchy acrylic blanket that is too small for the bed and no other sheets! It will then only take 3 telephone calls and about an hour and a half to get the bed made properly.
Even if you eat in the restaurants the service is hit and miss. You can order things which are never served but they still end up on your bill.
Maybe you could forgive all this - after all it is the tropics and they are charging over RMB1600+ a night. I have stayed in a number of luxury properties all around the world. While they are always expensive they still offer value for money because the service you receive and the exp
Dear valued guest，
Thank you for taking the time to share your recent experience at the Twelve at Hengshan, A Luxury Collection Hotel, Shanghai with us. On behalf of the hotel management, I would like to express our sincere apologies to you for your service during this stay. It also shows that there is still a lot of room for improvement in our work, and we will take immediate corrective and supervisory measures to prevent the recurrence of such problems. Hope to have the opportunity to serve you next time.
Best Regards
The hotel should be a modern luxury hotel, the outside is stunning, the rooms are well appointed, but something is missing. Sitting in the breakfast restaurant on the top floor, the final luxury touch is missing. The sofa is made from not so expensive man made leather. The floors and walls have the same marble, the ceiling is boring white. One would expect some cool design and play with colors and luxurious, modern furniture. The breakfast table could be in a courtyard. Let’s see my next review we are changing for the rest of our stay to the St. Regis.
Dear valued guest，
Thank you for taking the time to share your recent experience at the Twelve at Hengshan, A Luxury Collection Hotel, Shanghai with us.
Hotel is a creation of Italian architect Mario Botta, whose iconic structures include the San Francisco Museum of Modern Art and Seoul’s Samsung Museum of Art. Carefully incorporated within the low-rise heritage district, the hotel comprises a five-storey contemporary courtyard building surrounding an elliptical internal garden. The façade is dressed in more than 20,000 natural terracotta tiles imported from Italy, a popular trimming on many of the historic buildings in the area. The distinctive interiors are by New York-based cult hospitality design duo Yabu Pushelberg, who also designed St. Regis, San Francisco and W Hotel, Times Square New York. The romantic design mixes cultures and timelines in an “East meets West, Past meets Present” style. A soft, natural colour palette is offset by bespoke Chinese and contemporary furnishings, hand-painted Oriental screens, and soothing garden motifs in the guestrooms.
On behalf of the hotel management,we hope to have the opportunity to serve you next time.
Best Regards,
