*Also posted on TA*
Redeemed my certificate here for a long weekend holiday in China. This new hotel has good hardware and is somewhat beautifully designed. Service generally seem well intentioned however glitchy.
Upon arrival, doormen was proactive in getting the taxi door and my luggage and escorted me to the lobby. Check-in was smooth
Assigned a corner room which had separate shower/tub and WC space, very odd but common in newer hotels and some grand hyatts (Park Hyatt bangkok has it too). Love the view from the shower room! Water pressure was adequate and steady water temperature.
However the room’s AC was weak and unable to cool the room adequately during day time and it took a while to reach 22 degrees at night. There is no vent in the bedroom corner of the room (a L-shape) which meant that air flow at the bed was weak and took even longer to reach a comfortable temperature at night.
Turn down service was offered unfortunately way too late, as it came after i was done with dinner in the hotel and toured all public spaces in the hotel. Other luxury hotels and other Park Hyatts, as Park Hyatt SZX claims to be, would notice when a guest is out of the room and try to refresh/turndown the room during that time. Having dined at the hotel’s restaurant, I was surprised they couldnt communicate between departments to achieve it.
Dinner at Glasshouse restaurant was decent and well priced for a hotel restaurant. The outlet manager and his team provided the only hint of 5-star service during my stay. Breakfast at the same restaurant had a wholesome buffet spread and a menu to order off, it did get busy but the staff handled it well.
Room service delivery was promised within 30 mins however in actual fact took 3 calls of which various illogical excuses (waiting for the lift etc) were offered, it eventually arrived an hour after ordering and lukewarm. The requested chilli sauce did not arrive either and took another call. Manager condescendingly offered to waive the charge, even before trying to provide a decent apology and explanation. Told her to check the quality of the food and obvious she did not.
At check out, was offered the same excuse by a supervisor of why room service was late - waiter forgot the pepper shaker (really? That caused the extra 30 mins delay and having to eat almost room temperature wonton noodles?).
For a new Park Hyatt opening, there is strangely few managers to be seen around public spaces managing customer experience, especially so given how visible the GM here was when he was GM of W HK and how well run that hotel was.
Maybe it just requires a bit more time however, it is undeserving of the Park Hyatt name for now, and generally not worth the price premium it charges compared to other 5-star brands in the area. It has a long way to achieving the Park Hyatt service standards