Rated 2 out of 5 by DorjieW Management by Absence
My 6 days stay can be characterized by one word, "absence"
The door man was absent upon arrival to help with the luggage.
Daily newspaper delivery was promised but its actual delivery was absent.
A pair of trousers was sent out to repair a loose button and almost went absent. It was only found after a several hours of search that completed at about 10:30PM
Basic courtesy by front desk staff was absent. When asked to make a restaurant booking which apparently was not her 'core' role. She was so overwhelmed by this apparent indignation that she failed to redirect the enquiry to the right person.
The final price on the invoice was inflated by 13% versus the confirmed price on the spg confirmation. There is an absence of notification to the customer.
When I over trustingly paid for this inflated invoice and then discovered the discrepancy, the hotel admitted the error but failed to make an immediate refund tp me.
Repeated consultation to their more senior supervisors by phone produced an absence of resolution.
My offer to speak directly on the phone to any of their supervisors was met with a total absence of takers.
This absence of willingness on the management to engage the customer and the absence of a problem-solving mentality by them permeates the general staff. One of the front desk staff proclaimed his resignation from his job in the middle of discussion to find ways to make the refund instead of working towards a resolution.
More than a few items on a very limited menu in the coffee shop were absent (due to out-of-stock?)
The only promise that was not broken was the hot coffee made available @6:30am before the restaurant opens.
All in all, the hotel does not warrant the Category 6 awarded. The general service level bordered on amateurish. One can only extrapolate that it has a lot to do with the management style on the senior level. When SPG must be spending mega dollars trying to collect customer feedback, I offered a chance to provide to the local management free of charge and on the spot response but the offer was not taken. This says something about their mentality on engaging the customer and solving their problems.
As a result of this last stay in a spg hotel, my usual trust in the spg system has been severely compromised. If I ever choose a spg hotel again, I shall have to scrutinize a lot of things, big or small which I don't have to before. And this will be a drag instead of a joy in choosing spg.
July 27, 2014
Rated 2 out of 5 by travellerMMM Terrible service and lazy staffs
My sister and I stayed at the St Regis Lhasa on 17th-20th December 2013.
On the day of arrival we wanted to book for the local cuisine at the hotel restaurant, we were told by the hotel staffs (our butler) that he is not sure coz' the chief is not around, then the next day I asked, he said, no the chef is sick. Then the next day I asked, we were told by the receptionist that the restaurant was closed for winter...
EVERYONE at the hotel was constantly playing with their iphones, from the receptionist to the restaurant staffs and the breakfast chef , asked my sister to collect her own noodles for breakfast(pointing to her with his finger, extremely rude) even though there were 2 staffs standing next to him. Chatting to each other.
Hotel Ventilation is bad, no windows can be opened in our deluxe room and was bad for a place with high altitude. Will not recommend anyone to stay until service is improved.
Good hardware, poor software. definitely not St Regis Standard.
The GM of the hotel was no where to be found during my stay.
The list goes on but I will email the GM direct.
January 26, 2014
Rated 5 out of 5 by Vincos Out of a Fairytale
Few properties deliver the WOW like this place. From the warm and friendly greeting at the door (I was personally met and greeted by the directer and the rooms division manager) to the exquisitely genteel check-in procedure (seated at a desk) to the over-the-top glamorous suite (I actually took pictures of the room). SPG recognition was extraordinary - the rooms manager took me on a private tour of the hotel including the unbelievable Presidential Suite. The Spa is one of the most beautiful I have ever seen with its GOLD swimming pool. The grounds are spectacular. The restaurants - while working out some growing pains - were exceptional. I cannot praise enough the St. Regis Lhasa and the gorgeous view of the illuminated Potala Palace framed in my window will be a life-long memory
March 6, 2012
Rated 5 out of 5 by Franky The Best Address in Lhasa
The St Regis Lhasa is definitely the best hotel in Tibet at the moment. Visited here in 2010 when the hotel has just opened one month. The rooms were upgraded to a Lhasa Suite with Potala Palace view, since I was a SPG Platinum member. The hand-written welcoming letter by GM along with fruit and chocolate were well prepared before my arrival. The butler was attentive and extremely nice during my stay. I would recommend this hotel to everyone who is going to Lhasa.
November 11, 2011
Rated 5 out of 5 by Franky A sanctuary in Tibet
I have been to St Regis Lhasa several times and it is not ONE of the best hotel in Lhasa, as it is THE BEST hotel.
The overall service was fantastic, includes but not limited to front office, restaurants and concierge. I was met by several management staffs and had great conversations.
The suite was also fabulous features tibetan decorations and style. The only thing that I was not happy about is the noise. This might because the Social restaurant is right above my room. Other than that, the stay was simply perfect.
I would strongly recommend anyone who visit the same place try the St Regis.
May 21, 2013
Rated 5 out of 5 by Metro77 The most incredible hotel experience - EVER.
Luxury and service at the St. Regis Lhasa is beyond any expectation I had. The entire staff is focused on making your visit unforgettable. Butler Service is outstanding! Spa is amazing! Truly an experience that I won't forget!
April 30, 2012
Rated 5 out of 5 by Tess1143 Lovely property
We loved our suite very much. Two small points for improvement: It would be helpful if the light switches were labeled, and the social restaurant was nit cosy fir lunch or dinner given the tour groups. Also, we missed the second breakfast room offerings until our last morning.
June 16, 2014
Rated 5 out of 5 by Pan12 nice room and view
The St Regis lhasa was very quiet and beatiful,i love the room,it is very big,also i like the potala view,
January 19, 2014