Twelve at Hengshan, a Luxury Collection Hotel, Shanghai — Hotel in Shanghai

Putting two strars for the facilities they have - the room itself and the pool. At first everything seemed to be great and 5-star worthy. But now and then over three days they've managed to ruin the impression. 1. Loud bustling in the corridor when huokeepers operate, their phones ring, they speak loudly - unacceptable, ruins your morning sleep-in. 2. Concierge service - a bit too much fuss and too little action, getting a taxi was always a fairly long wait, some questions asked in English got absolutely inadequate responses, like we asked how to get to the hotel's retaurant and were sent to the toilets. 3. The thing that ruined everything - the BLOODY NIGHTCLUB!!!! It operates just next to the hotel. We very staying Fri, Sat and Sun - so all three nights of our stay were ruined! I mean, come on, this is absolutely out of line! Loud music that rocks beneath your window, even high floor didn't help. This is not a five-star hotel anymore with such a neighbour. The reception just put us in that room! No asking, no warning, no apologies, no discount, NOTHING! I mean we were there for a wedding, we did party ourselves, but I'm pregnant, ffs! I need rest, peace and quiet!!!! This was the most off-putting thing, if there was an option of no stars, I'd give them none... 4. Idiotic behaviour of housekeeping. I was sick, recovering from a severe cold, I had to ask three times and write an note in English and Chinese for the people to stop engaging with the a/c in our room and making it ice-cold! Also, due to the abovementioned nightclub had to use earplugs. While doing the bed those "cleaners" managed to lose (drop/throw away) one piece of each pair of earplugs I had with me. Other reviews mentioned used condition of the interiors - I didn't notice that, they may have refurbished. But overall - no return! Despicably not up to...

We really enjoyed our time at the hotel - the facilities are really nice with the added bonus that there's a metro entrance/exit right around the outside of the building. It is within decent walking distance of some restaurants but you'll likely be using the metro more than anything to get around to some better restaurants. It's a short distance away via metro to People's Square and the French Concession area. And getting to the Bund/WanTai couldn't be much easier. There are plenty of DiDis around and we even had a MeiTuan delivery there (drivers are not allowed to enter the building so you need to pickup outside). No outside food in the downstairs areas which I generally understand but as a guest it would be nice even if they had a separate eating/lunch room area with tables to provision for this - especially for guests who are either waiting for check-in or have checked-out and are waiting around before their flight to the airport.

Customer service here is excellent and room service is good too. Rooms are generally clean and technologically advanced with the light-switches :) We were upgraded and our reward level status recognized which is always nice. I will say that the shower stall could have used a more thorough cleaning and we did notice some spots on the carpet as well so perhaps the rooms could occasionally use a deeper cleaning between guests? It didn't bother us much in comparison to some of the other hotels we stayed at in other cities in China prior to this hotel.

The breakfast buffet was impressive with a spread of options. There wasn't anything that stood out but everything was decent to good quality.

The only disappointment was our kids not being able to use the swimming pool :)

All in all, we really enjoyed our stay and will definitely stay again...

I’ll start by saying I’m a Bonvoy Ambassador member and have been so for 5 straight years. ||||This used to be my favorite SPG property in Shanghai, but at $300+ rates and what I’ll share below, not sure I’ll be back anytime soon. ||||Sadly the standards at Twelve at Hengshan have cratered. ||||- room cleaning standards are poor. I found a cockroach in the room. Carpets are stained. The toilet seat seams are dirty. The room smells like smoke||||- Room is poorly maintained. Wireless phone doesn’t work, toilet cleaning function barely sprays water, shower provides a weak stream of water, bose audio system is outdated and impossible to get to work.||||- Service at restaurants is awful. My table wasn’t cleaned up, no one set it up for 10 minutes and I did it myself. Waited 15 minutes for a cappuccino. Items on buffet sit empty for a while.||||- Breakfast is poor: the quality of the breakfast foods went down precipitously. Poor assortments... no cheeses, salmon, cured meats. No chopped fruits and the variety is limited. Very limited choices on the buffet and some of the items looks like food from a China Eastern lounge (nasty and greasy).||||- Pool standards are low: the water was murky, all facilities were off (ie. No whirpool)||||- Health club also poorly run: at 7:15 am steam room, sauna and everything was non-operational||||I could keep going on more smaller things. But just avoid this place if you are expecting the high quality standards that other asian...