珠海瑞吉酒店 — Hotel in Zhuhai

Travelled as a family (3 people) for 24 hour break from HK. First the positive , excellent decoration throughout hotel. First class room, really one of the best I’ve experienced in China. New, spotlessly clean , great in room amenities. Charming staff , who despite often lack of English really made an effort to help. Good breakfast buffet, not as extensive choice as other St Regis in China we’ve used, but good quality and service. And we were advised it may get busy and to come early, we arrived before 8am and no problems at all. So far so good.|Now the little things that took the edge off.|The outdoor pool was closed , and will remain so until end of year, this was only advertised on Bonvoy website if actually clicked in the “fitness” section. The indoor pool was very nice but far too small for all those who wished to use it. So I would not advise this as a family holiday destination until both pools are usable. |The reception set up was completely overwhelmed when we checked in at 1pm staff we very helpful and we were happy to wait until 3pm for our room to be ready , but when we asked to be directed to lobby cafe or the lobby bar so we could wait with a coffee and a beer, we were advised nothing opened until 2pm. I checked this again the next day when I was hoping to grab a coffee whilst working out of the room, and was again advised there was no lobby or bar service until 2pm. At a St Regis???? Wow, in New York or London St R I would be able to have a Bloody Mary at 10am if I wanted, let alone a black coffee at 1pm! The delightful reception staff actually arranged a coffee for me, but still, no lobby or bar service at that time? |Similarly the bar in the afternoon 3pm had very polite service and nice drinks, but still all very underwhelming, we had to leave seats and go to bar to get attention for ordering drinks and getting bill. Tables were not laid, drinks came at different times so I had nearly finished mine by time my wife’s arrived. These might be minor things at another hotel, but a ST Regis bar should be a special experience whatever the time of day. And when we sat in bar for a nightcap at 9pm, staff starting vacuuming lift lobby not 15 ft from our seats. At a St Regis? I suggest management visit the St Regis Shenzhen Lowu to see how a simple beer in the bar can be a great experience. |We ordered a glass of milk to the room at 10pm for our daughter, 40 minutes we called to ask when would arrive and room service had no record of original call.|The male locker room by the pool had towels and sandals strewn all over benches and floor, for the 45 minutes I used it, no member of staff visited ( golden week staff problems?)|Oh and no swim hats available for those who forgotten the China laws, we were prepared but spoke to a couple who claim they were charged 200 rmb to buy them. At a St Regis?|WiFi in and out, room keys not working, so many small bits. |Again , little things, not important to all maybe, but this is a St Regis. 5 star means nothing nowadays, but a certain level of difference has always been a hallmark of this brand, and despite staff that really wanted to help, it just falls short of standards of even JW Ms nearby. Great value, nice staff, but It’s the little...

I am writing to express my utmost gratitude and admiration for the exceptional service provided by Stella, the Manager at The St. Regis Bar. Her remarkable adaptability, quick thinking, and calm demeanor in handling a missing booking order on 20th December have left a lasting impression on us and transformed our day into a truly joyful and unforgettable experience.||||On 20th December, my party contacted the hotel to make a reservation for a tea set, and the staff member we spoke to confirmed the booking immediately. However, upon our arrival at the hotel on 27th December, we were informed that our order was not found in the system. This unexpected turn of events could have easily dampened our spirits, but fortunately, we had the pleasure of encountering Stella that afternoon.||||Stella's response to our situation was nothing short of remarkable. She swiftly took charge of the matter, ensuring that everything was promptly arranged for us. Her friendly demeanor, coupled with her attentiveness to our needs, created an atmosphere of comfort and reassurance. Stella's ability to seamlessly rectify the situation and transform our disappointment into genuine delight truly exceeded our expectations.||||It is clear that Stella possesses exceptional customer service skills, demonstrating her dedication to ensuring the utmost satisfaction of guests. Her professionalism, coupled with her warm and welcoming personality, made us feel valued and appreciated throughout our time at The St. Regis Bar.||||Stella's outstanding performance reflects the high standards set by your establishment and serves as a testament to the quality of service provided by The St. Regis Bar. Her ability to adapt swiftly to unforeseen circumstances showcases her exceptional problem-solving skills and her commitment to maintaining a positive experience for guests.||||I would like to commend Stella for her remarkable efforts and express my heartfelt appreciation for her invaluable contribution to our experience at The St. Regis Bar. Her exceptional service has left a lasting impression on us, and we are grateful for her dedication and commitment to ensuring our satisfaction.||||It is truly a privilege to have Stella as part of your team, and her presence undoubtedly enhances the reputation of The St. Regis Bar. I am proud to be a patron of your establishment and look forward to future visits, knowing that exceptional service and memorable experiences are consistently delivered under Stella's capable leadership.||||Once again, I extend my deepest appreciation to Stella and the entire team at The St. Regis Bar for making our visit an unforgettable one. Your commitment to excellence is evident, and I am grateful for the exceptional service...

I’ve stayed at the St. Regis Zhuhai a few times, the first times during the pandemic. From the start, the hospitality was impressive, and the staff is extremely friendly. On our first stay, we met Terry Lei and Jim Huang and reencountered Ben Cheng who used to work in Macau before the pandemic. On our most recent stay we also met Sam at the bar. We have the feeling of reuniting with old friends when we go back to the St. Regis.|Upon arrival, we were greeted by Terry, then at check-in everything was really smooth, the room was spacious, comfortable with a big bed, and had a really amazing view (we stayed at 65th floor!), The toilet was big with all the amenities, a shower, and a bathtub with a view, really nice to relax.|When we went to the St. Regis bar for their afternoon tea, which was included in our package, we met Sam, who was extremely nice. Ben also went there to greet us as well as Jim.|Dinner was at the Italian restaurant, La Brezza, food is delicious with a favorite of my daughter and mine being their sourdough bread with seeds and the lemon pannacota (and usually I don’t even like pannacota). We also love the gnocchi but last time we were there it was not in the menu anymore.|Last year we were there celebrating my daughter’s birthday and they decorated the table at the Italian restaurant. Ben presented her with a sparkling wine and the staff offered a pannacota and a small gift. This time we were celebrating my birthday preemptively (because my daughter was going back to Canada) and we were also gifted a pannacota at the restaurant. The breakfast buffet has a lot of choices and some foods are made to order. Jim was really attentive, suggesting some foods for us to taste and bringing it to our table. Then Terry came to our table and offered a late check out that we really appreciated a lot. After lunch, Terry and Jim brought a cake and cocktails to our room singing happy birthday. When we departed Terry, Jim, and Taylor gave me a gift. I really appreciate it all a lot more than words can express.|The room and all the installations as well as the food are great but it’s the people that make a difference, in our case especially Terry, Jim, and Ben. Thank you.|As always, I can’t...