Hi,

I am new to this forum and have been reading the valuable comments by all flyertalk members for years. I had such a horrible stay in this hotel that i have decided to pen this review and ask for opinion or help from other more experience members.

Stayed In St Regis Shenzhen, China for 3 days 2 nights. It was THE WORST hotel service I have ever encountered so far. Being a frequent traveller and regular in St. Regis, FS and Pen around the world, not to mention the usual other 5 star hotels or even 4 stars. This hotel service level is way below par than a 2 or 3 stars or none at all. Majority of the staff are rude and have a “I don’t care attitude” or everything you ask “I don’t know”. All they do is argue with you on everything. There is no excuse of language barrier as i speak English, Mandarin and Cantonese. Several incidents lead to my horrible experience:-

i) My sis accidentally burn her hand from an extremely hot pot of tea they served at the drawing room bar at around 9pm. We quickly walk over and seek help at the reception counter with 4 managers looking staff. One lady immediately ask which bar was it, which waiter/waitress in order to “confirm” that such incident happen?! The hand was badly burn with fingers swollen and turning red, my sis was suffering in pain and holding her tears and all they care was to confirm the incident and busy calling/looking who caused it. We told them that the top priority is to seek treatment and ask them whether they have any medication to apply or anything to help. After much argument, they reluctantly found a first aid kit with some plain bandage and one ice bag holder in it. Then they went on to answering their phone calls and pretend nothing happen. The duty manager Jacky was there but he claimed he only came here 2 weeks ago and don’t know much. I have to again ask the front desk, where is the nearest pharmacy or any place I can buy medication and they said they don’t know. In the end, I have to ask the bell boy downstairs which was helpful then anyone up there on 96 floors to walk me over to a 10 mins away pharmacy and bought some medication myself and walk back. It was 40 mins delay in treating this problem and we were so pissed off and just went back to the room where I applied the medication myself to her badly burn hand and fingers.

ii) Next day, no one called, no sign of manager apology or no one even bother to ask whether my sister hand is recovering or anything. We checked out immediately after breakfast and didn’t even bother to talk to anyone and swear in our heart that we are not coming back to this hotel again.

iii) Unfortunately, upon checking out, the HK MPV driver who was supposed to transport us back to HK Airport to catch a flight run into problem and couldn’t send us. I have to again called the manager and this time the experience was even worst. A lady called Hazel Lu was very rude and keep arguing with me that we need to book a car 4 hours before hand as the hotel has outsource all transportation to another company. I said I need to catch a flight and I am sure there are other options then waiting 4 hours for a car to come. All she did was to argue with me for 15 mins with very rude attitude then to provide any solution while my poor sis standing there with her half swallon hand. In the mean time, I saw there is a concierge with Les Clefs d’Or batch on him and he just stand there and pretend he don’t know anything. You mean in the whole of Shenzhen city they can’t find me any car to HK airport but to only wait 4 hours? In the end, Chris Lim the assistant chief butler came down and he was the most helpful one and found us a car in another 45 mins time and luckily we managed to catch the flight since we were on business class.

I don’t know what is wrong with this hotel, or does the general manager Mr Duke Nam actually exist. I am extremely unhappy with my experience, i think they are ruining the brand of St Regis, not to mention the starwood group. I wish to write in officially to alert the starwood group management for the benefit of other further customers and for the need of improvement. Where and who can i write to.

Thank you very much.