Rated 4 out of 5 by SPGfan29 Dedicated Management
While junior level staff, including Reception, were found wanting, the hotel's management, including Amy (Director of Rooms) and Grace(Asst Chief Butler), acted swiftly to address concerns, and did so in a thorough and impressively cohesive manner.
Our butler, Leo, also demonstrated considerable acumen in responding to guest concerns and went above and beyond in remedying any dissatisfaction.
- The non-smoking Allure suite smelt distinctly smokey, but a room change and upgrade was completed in under 10 mins.
- Sadly both suites entered had substantial sofa and carpet stains, but the bed and bath were pristine.
- The bedroom curtain and shade controls are surprisingly far away from the bed (and worse still, hidden behind a tall plant) - a trivial but grating inconvenience.
The hotel is ideally located next to a major mall with a dedicated metro station.
All in all, while the hotel does fall prey to typical issues plaguing most hotels in the country (e.g., English competency, junior staff's manners, smoking in rooms) there is a sincere dedication to guest satisfaction among management. As the butlers appear the most competent, stick to them for all requests, and any hiccups should eventually be resolved.
[Suggestion: Please consider helping guests log out of their personal accounts signed into on the iPad. Our iPad displayed a previous guest's entire personal email account under the Mail app.]
October 13, 2014
Rated 3 out of 5 by EricHK Below my expectation
I stayed in this hotel between 26-28 Feb.
Building is good and nice. View in room can't complaint.
For Staff, front desk staff better check booking info clearly before reply to guest. My room rate was included breakfast and they told me not when I check-in. Honestly, I check in at night and I really forgot that my rate was included breakfast or not. As a Platinum member, I asked them do they offer free breakfast for me. Their reply was they didn’t have club floor, so they couldn’t offer to me. This is the first time I heard this kind of explanation.
Anyway, after I checked-in sometime, someone call to my room and told me that they made mistake and my rate was included breakfast. I spent around 10min. in front desk and they should have enough time to check. I don't think this kind of mistake can be happened in St. Regis.
Room looks good but still when you check clearly, you will find some facilities need to fix. I'm quite surprise such a brand new and 5 stars hotel, facilities checking and maintenance really need to improve.
As Platinum member, I think I only got internet free. I’m not sure that I got upgraded or not. For other SPG hotels I stayed, I always got upgrade to suite.
Concierge staffs and service was very good. I called taxi at night and heavy rain outside. When I arrive ground floor, taxi was already there. This is really St. Regis service.
One more thing I need to remind you all, please check your points record and they may use wrong exchange rate. I experience this and need to ask back from SPG.
Honestly, I don’t want to write this review as I don't want to stay in this hotel again. But I finally booked this hotel again this weekend as my girl friend want to try. I hope that they can improve their service.
April 11, 2012
Rated 5 out of 5 by SPGmember668 Nice hotel
Smooth check-in process, nice room with Welcome Gift in the room--fresh fruits.
October 2, 2014
Rated 5 out of 5 by Lammmm Excellent hotel
I had a wonderful one night stay at the St.Regis Shenzhen. Wonderful location and the staff provides excellent service during my short stay. The only critic is the cleanliness of the room, quite a lot of dust gathered on the desk and bedside console, they were using dark glossy finish on the furniture and doors, probably a bit more difficult to maintain. As I understand , this is a fairly new hotel and really hope St.Regis can keep up with higher standard of maintenance. Will definitely stay here again.
September 20, 2014
Rated 5 out of 5 by vincentg88 The Best hotel in Shenzhen!
This is definitely the best hotel in shenzhen in term of design and elite status of it location and area.
I have stayed many time at this hotel and it is always very good. Security is very intensive too, thus ensuring safety of guests.
Happy hour is really nice at the 100 floor. The extended time to 8:30pm is really great as it fit many whom will finish our day at 7pm.
Lastly, thanks again to all the reception staffs who have always providing great smile and recognizing my name when i step in on the 96th floor.
Really cool to be at your hotel and please keep up the outstanding work.
July 20, 2014
Rated 3 out of 5 by davidmal Duplex Disaster
if your going to get an upgrade avoid the duplex disaster.
every time they come to bring you something you have to go down the steps and then all the way back up
the lights are confusing
the shades are worse - 1 set you can only control from upstairs and 1 from downstairs
the butler service is supposed to feel personal
when we came we were greeted by jessica hello i will be your butler and we never saw her again!! she was replace by someone else who in turn was replaced by another no name and in turn replaced with DANIEL who was by far the best butler we had.
May 1, 2014
Rated 5 out of 5 by Beef a great hotel and convenient location
i have stayed in this hotel many times and really enjoyed my stays. it's a landmark luxury, with great facilities and very attentive/helpful staff (although I still don't know how to use the butler services). the location is convenient - and i also like the small local restaurants nearby (oh only for those who speak Chinese). nice room UG for platinum members. it does not have an exec lounge but the top floor happy hour and the great breakfast should be enough to compensate. i recommend this hotel.
June 16, 2014
Rated 4 out of 5 by Rich2809 Beautiful Building, fantastic views
I am staying here for two nights.
The hotel is beautifully designed and looks fantastic.
The view from the 100th floor is stunning.
Rooms are very comfortable and there is no road noise.
ipad remote control is a little complicated, especially with the tv as you are using the ipad and the tv remote at the same time.
This is a new hotel and the staff are still a little unpolished. Service is good but feels a little strained, I am sure this will improve as the hotel matures.
It is the best hotel I have stayed in in this part of China.
February 15, 2012