The St. Regis Zhuhai — Hotel in Zhuhai

Booked 2 king rooms for a short stay with my family. Upon arrival at the hotel I was informed that one of the rooms wasn’t ready, not a problem since we did arrive a little early. Staff graciously asked us to wait as they’d push housekeeping to clean the other room and make sure we could have 2 rooms next to eachother. The rooms themselves look fantastic, the decor is looking a bit worse for wear in places (lots of scuff marks and paint peeling of doors) but the views of Macau are to die for. However I do have serious concerns about the hygiene and cleanliness of the property. Upon entering into my room I smelled a strong tobacco smell, even though it was a non smoking room. The windows both in the living room and bathroom were all smudged and greasy with fingerprints and where people had been leaning against them. I thought maybe this was an oversight from housekeeping but upon checking the other room my family was staying in, I saw that the windows there were just as dirty on the inside. Next were the dead cockroaches in the vase next to the door. These had obviously been there for a while since there was dust on them. How housekeeping could have missed them is beyond me since it’s so obvious and the (empty) vase is located right in the middle of the hallway. The absolute worst however was the wooden box that held the amenities in the bathroom. The box was absolutely disgusting, it was full of dust and had hairs in it from previous guests. When I removed a toothbrush I actually saw little bugs crawling all around the box (see red circle). In my opinion this is not befitting a hotel of this standard and price range. Upon checking out the next day I mentioned these hygiene issues to the lady at the desk who spoke perfect English but didn’t seem to care that much. She gave a very “standard” response saying “I’ll tell housekeeping, I hope you’ll try us again next time”. Zero acknowledgment that this complaint would be taken seriously at all. Unfortunately this is not the kind of response one would expect from a hotel of this caliber. A real shame since other than the obvious lack of proper cleaning of the rooms, the hotel itself is wonderful. The staff is very accommodating and generally speak good English. For a St Regis, the pricing is also...

Pros1. Luxury treatment (Good services after check-in)2. Professional arrangement (after Check-in & Check-out)3. Front desk quick response & availability to deliver request (Room call)4. Well mannered staff with warm welcomeCons1. Unacceptable delayed check-in (3 hours waiting)2. Afternoon tea boring menu. Nothing special at high price. Mediocre food that not match the price.3. No courtesy. Tea time bills should be treated by hotel (we are waiting for the room at the table as we have no where to go.)4. Morning Breakfast variety need improvement especially the Asian corner, taste bad in China is unacceptable specifically the noodles soup taste terribly bland.5. Morning Breakfast consumption not enough to cater with the numbers of customers. Session end at 11:00am but at 10:00am many variety left empty.6. Windows glass need cleaning due to dirt blurry view (Hotel Room Suite with a view of the harbor).7. Serious improvement needed for the hi-tea sets, lost my appetite looking at the cookies and cakes decorated with a tray of fake grass, look gross. Majority of the items on the plate taste cold and bland being left over unfinished. Overpriced ridiculous portion of truffle fries with little to no truffle at all, rely on tomatoes sauces and sour cream from other plates. TWG tea should be served FREE because taste like tap water, the tea bag is dated and tasteless maybe expired. Coffee beans need to upgrade for its price my expectation it should be better than Luckin coffee. 8. Certain area of the hotel suite is a little dated and need replacement especially the bathroom mirrors that looked oxidized as if fungus is living in it.9. Please replace the rain shower hose, it’s dated and not function properly.ConclusionsThere is nothing really wrong with the hotel, it’s the food menu need to change and the hotel room take note on the small details as we paid hefty price a night. Workforce management needs to pay attention, why would you need 3 hours to prepare a room? You kill tourist day and time that you can’t undo. Customer is paying for the luxury, we don’t pay to hear how sorry from St.Regis staff that failed to deliver. We are not here to listen to...

I am writing this letter of commendation with a heart full of gratitude and admiration to express my sincere thanks to several outstanding employees of your hotel.Jenna and Angela provided me with round-the-clock butler services, and their professionalism and dedication deeply impressed me. Whether it was carefully preparing a wake-up call and a nutritious breakfast for me in the early morning or promptly responding to my needs and solving various problems late at night, they always maintained enthusiasm, patience, and professionalism without the slightest slack. During my stay, they took meticulous care of my itinerary arrangements, daily life, etc., making me feel as comfortable as if I were at home.Manager Willow Lin also demonstrated extraordinary leadership and a high degree of responsibility towards guests. He took the initiative to inquire about my stay experience several times, listened attentively to my feedback, and adjusted service details in a timely manner according to my needs to ensure that I could enjoy the highest quality service every moment during my stay at the hotel. His care and attention made me deeply feel the respect and care of your hotel for guests.Their excellent performance not only brought me an unforgettable stay experience but also gave me a deeper understanding and higher evaluation of the brand image of St.Regis Hotel Zhuhai. I believe that it is precisely because of outstanding employees like Jenna, Angela, and Manager Willow Lin that your hotel can stand out in the fierce market competition and win the trust and praise of numerous guests.Here, I sincerely hope that your hotel can fully recognize and commend the excellent performance of these employees and let their efforts be duly rewarded. At the same time, I also wish St.Regis Hotel Zhuhai can continue to maintain its excellent service quality in the future development and bring wonderful stay experiences to more guests.Once again, thank Jenna, Angela, Manager Willow Lin, and all the staff of your hotel for...