Nov 11, 2014, 1:11 am
Twelve at Hengshan, Shanghai, Luxury Collection [Master Thread]
Mar 5, 2013, 9:20 pm
#31
Join Date: Dec 2011
Location: Melbourne, Australia
Programs: SPG Platinum, Hilton Gold, RA, QF Gold, UA 1K
Posts: 308
I thought this hotel is going down to a cat 5? I just checked the SPG website today and it is still a 6, 20K points...
Are they going down or are they staying at cat 6?
Are they going down or are they staying at cat 6?
Mar 6, 2013, 8:27 am
#32
Join Date: Oct 2010
Posts: 1,922
Mar 6, 2013, 11:24 am
#34
Company Representative - Starwood
Join Date: Nov 2000
Location: Austin, Texas
Programs: Marriott Employee Level
Posts: 31,593
See also. 
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Best regards,
William R. Sanders
Social Media Specialist
Starwood Hotels & Resorts Worldwide
[email protected]
Mar 12, 2013, 1:57 am
#35
Join Date: Dec 2011
Location: Melbourne, Australia
Programs: SPG Platinum, Hilton Gold, RA, QF Gold, UA 1K
Posts: 308
Twelve at Hengshan (a Luxury Collection Hotel), Shanghai, China, opened 29 Nov 2012
How does hotel compare with LRM and Westin and hongta? I have one night I can book with SPG so was thinking which one I should do...
Mar 23, 2013, 2:12 pm
#36
Join Date: May 2005
Location: Los Angeles, CA
Programs: AA EXP(.96MM), AMEX Platinum, United Premier Silver, Delta Gold, SPG Platinum 50, Hilton Gold VIP
Posts: 1,744
I stayed at the Le Meridien, Westin, Hongta, and now have a stay at the Twelve at Hengshan today. I will do a full detailed report on my blog next week about these hotels
Mar 30, 2013, 7:40 am
#37
Join Date: Feb 2011
Location: Beijing
Programs: SQ PPS SPG Life Time Gold CX Gold
Posts: 5
Stayed here last week for 4 nights
Comfortable courtyard view room in a convenient location in French Concession
Price point based on product not worth it compared to LRM
No concept of Do not Disturb
Breakfast a total avoid, have had better breakfast at Chinese 3 star hotels
Service non existent, every morning left hotel no assistance with getting cab
If there is an event set up or maintenance happening in the courtyard its very noisy.
One night room service most food arrived tepid no offer to remedy the situation
Don't know if i'll stay here again
Comfortable courtyard view room in a convenient location in French Concession
Price point based on product not worth it compared to LRM
No concept of Do not Disturb
Breakfast a total avoid, have had better breakfast at Chinese 3 star hotels
Service non existent, every morning left hotel no assistance with getting cab
If there is an event set up or maintenance happening in the courtyard its very noisy.
One night room service most food arrived tepid no offer to remedy the situation
Don't know if i'll stay here again
May 3, 2013, 11:39 am
#38
FlyerTalk Evangelist
Join Date: Jan 2005
Location: VCE
Posts: 14,165
Stayed here last week for 4 nights
Comfortable courtyard view room in a convenient location in French Concession
Price point based on product not worth it compared to LRM
No concept of Do not Disturb
Breakfast a total avoid, have had better breakfast at Chinese 3 star hotels
Service non existent, every morning left hotel no assistance with getting cab
If there is an event set up or maintenance happening in the courtyard its very noisy.
One night room service most food arrived tepid no offer to remedy the situation
Don't know if i'll stay here again
Comfortable courtyard view room in a convenient location in French Concession
Price point based on product not worth it compared to LRM
No concept of Do not Disturb
Breakfast a total avoid, have had better breakfast at Chinese 3 star hotels
Service non existent, every morning left hotel no assistance with getting cab
If there is an event set up or maintenance happening in the courtyard its very noisy.
One night room service most food arrived tepid no offer to remedy the situation
Don't know if i'll stay here again
I have two stays booked here in May.
Should I move to the Andaz?
May 3, 2013, 11:41 am
#39
FlyerTalk Evangelist
Join Date: Jan 2005
Location: VCE
Posts: 14,165
I went to visit your blog however could not find anything about the Twelve at Hengshan? Would you recommend to stay here?
May 3, 2013, 6:18 pm
#40
Original Poster
Join Date: Jun 2003
Posts: 1,953
Just checked out of this hotel yesterday after a one-night stay. Got a super-cheap rate of CNY 1,050.- I would say I overpaid, since the service issues continue to be hit and miss (usually a miss) for this supposed Luxury Collection hotel.
The room is nice, but all of the "software" (people and service) are seriously lacking. I've posted a review on SPG's Twelve at Hengshan webpage, but I see that the (poor) review has not been uploaded yet. Let's wait a few days and see if they post it. I did not post all of the issues I had at the hotel, but suffice it to say that I had enough of them to make me want to avoid this hotel until I hear evidence that things have improved.
The room is nice, but all of the "software" (people and service) are seriously lacking. I've posted a review on SPG's Twelve at Hengshan webpage, but I see that the (poor) review has not been uploaded yet. Let's wait a few days and see if they post it. I did not post all of the issues I had at the hotel, but suffice it to say that I had enough of them to make me want to avoid this hotel until I hear evidence that things have improved.
May 4, 2013, 11:40 am
#42
FlyerTalk Evangelist
Join Date: Jan 2005
Location: VCE
Posts: 14,165
Just checked out of this hotel yesterday after a one-night stay. Got a super-cheap rate of CNY 1,050.- I would say I overpaid, since the service issues continue to be hit and miss (usually a miss) for this supposed Luxury Collection hotel.
The room is nice, but all of the "software" (people and service) are seriously lacking. I've posted a review on SPG's Twelve at Hengshan webpage, but I see that the (poor) review has not been uploaded yet. Let's wait a few days and see if they post it. I did not post all of the issues I had at the hotel, but suffice it to say that I had enough of them to make me want to avoid this hotel until I hear evidence that things have improved.
The room is nice, but all of the "software" (people and service) are seriously lacking. I've posted a review on SPG's Twelve at Hengshan webpage, but I see that the (poor) review has not been uploaded yet. Let's wait a few days and see if they post it. I did not post all of the issues I had at the hotel, but suffice it to say that I had enough of them to make me want to avoid this hotel until I hear evidence that things have improved.
May 17, 2013, 4:06 pm
#43
FlyerTalk Evangelist
Join Date: Jan 2005
Location: VCE
Posts: 14,165
I have stayed here twice this month and have mixed opinions regarding the hotel.
As noted previously the location is very good and right in the middle of the French concession. I would say for a leisure visitor this is one of the best locations in Shanghai. The rooms are also very nice although the quality of some of the furnishings is questionable (particularly the desk and the armoire which is next to the desk) and I doubt they will hold up very well as already they are marked up.
Good Points:
1) The concierge desk is very good and a great help.
2) All of the staff with the exception of the door staff are very friendly.
3) The rooms are of a good size and pleasant overlooking the courtyard.
4) The breakfast is excellent.
5) The wifi is free (although more in the bad points later).
6) The bed is very comfortable and a good size.
Bad Points:
1) The door staff need a lot of work. On every occasion they have not greeted me, not helped me with a taxi, and even when I ask them to take my bag they have simply taken it to the front desk and then walked away. Really some of the worst experiences I have had with door staff in Shanghai. What is going on here?
2) The internet speeds are highly variable- from very fast to dial up speeds. This needs to be fixed- the connection goes up and down and this inconsistency can cause problems.
3) My first checkin I had no help with directions even though the hotel is slightly confusing in layout (for example not all elevators go to rooms). It was also a very late arrival due to weather delays at Pudong and even though I was picked up by the hotel driver when I got to the front desk (this is a very small hotel and it was 2:30 in the morning due to Air Traffic Delays) they did not even recognize me- and started by asking for my name and if I had a reservation. This is not acceptable at all.
4) I had two pairs of shoes shined and the quality of the job was quite poor. Very unusual for Shanghai.
5) For the price points being charged this hotel is not very competitive at all with other luxury properties in Shanghai.
Overall- I want to like this property- they have significant issues however with staff training in my opinion and also in the competitive pricing set they are in they have a lot of competition which is performing at a far higher level. This is a shame as I think some of the staff are really great, the physical hard product is overall quite good, and the location is excellent for Shanghai.
I have seen extremely little presence of management at the hotel and this concerns me- usually at a luxury property management is very active, present, and visible. I don't think this property should keep a "luxury collection" label if they are going to continue to operate as they are now- and really with a few changes this could be a wonderful hotel. The use of names by the staff to guests is also absent with the exception of the excellent concierge. The door staff are outrageously poor. With pricing over 2000 RMB there are a lot of competitors in Shanghai and this hotel can make it if it changes quickly- otherwise it will need to use discounting to keep busy which is really a shame as Shanghai needs a hotel like this.
As noted previously the location is very good and right in the middle of the French concession. I would say for a leisure visitor this is one of the best locations in Shanghai. The rooms are also very nice although the quality of some of the furnishings is questionable (particularly the desk and the armoire which is next to the desk) and I doubt they will hold up very well as already they are marked up.
Good Points:
1) The concierge desk is very good and a great help.
2) All of the staff with the exception of the door staff are very friendly.
3) The rooms are of a good size and pleasant overlooking the courtyard.
4) The breakfast is excellent.
5) The wifi is free (although more in the bad points later).
6) The bed is very comfortable and a good size.
Bad Points:
1) The door staff need a lot of work. On every occasion they have not greeted me, not helped me with a taxi, and even when I ask them to take my bag they have simply taken it to the front desk and then walked away. Really some of the worst experiences I have had with door staff in Shanghai. What is going on here?
2) The internet speeds are highly variable- from very fast to dial up speeds. This needs to be fixed- the connection goes up and down and this inconsistency can cause problems.
3) My first checkin I had no help with directions even though the hotel is slightly confusing in layout (for example not all elevators go to rooms). It was also a very late arrival due to weather delays at Pudong and even though I was picked up by the hotel driver when I got to the front desk (this is a very small hotel and it was 2:30 in the morning due to Air Traffic Delays) they did not even recognize me- and started by asking for my name and if I had a reservation. This is not acceptable at all.
4) I had two pairs of shoes shined and the quality of the job was quite poor. Very unusual for Shanghai.
5) For the price points being charged this hotel is not very competitive at all with other luxury properties in Shanghai.
Overall- I want to like this property- they have significant issues however with staff training in my opinion and also in the competitive pricing set they are in they have a lot of competition which is performing at a far higher level. This is a shame as I think some of the staff are really great, the physical hard product is overall quite good, and the location is excellent for Shanghai.
I have seen extremely little presence of management at the hotel and this concerns me- usually at a luxury property management is very active, present, and visible. I don't think this property should keep a "luxury collection" label if they are going to continue to operate as they are now- and really with a few changes this could be a wonderful hotel. The use of names by the staff to guests is also absent with the exception of the excellent concierge. The door staff are outrageously poor. With pricing over 2000 RMB there are a lot of competitors in Shanghai and this hotel can make it if it changes quickly- otherwise it will need to use discounting to keep busy which is really a shame as Shanghai needs a hotel like this.
May 19, 2013, 1:04 am
#44
Join Date: Jul 2004
Posts: 2,548
I just had a 3 night stay last week. The hotel is quite beautiful, if a bit on the bland side. I had a Grand Suite on the 3rd floor. It looks like there are many layout variations of Grand Suite and when I called to ask the difference between Courtyard and Grand Suite, reservation agent couldn't answer.
Service, like travelsig mentioned, is a mixed bag. The door staff has always been friendly to me, though, but housekeeping is uneven. Toiletries not restocked and when I called to ask, only Remede branded ones were delivered and agent on the phone said they could (would) not send the Hermes ones, even though that's the one supplied in the suites.
Breakfast selection is pretty mediocre in both quantity and quality, especially for Shanghai. LRM and Westin, which are priced a tad lower, have better offerings.
Mattress is comfortable, sheet not as soft (maybe too new?), bathroom fantastic. Light control is complicated and annoying. INAX washlet toilet is fun in the beginning, but annoying with the beeping noise it makes everytime it closes its lid.
Hotel has no vibe. It is practically empty all the time. Maybe it's a good thing for some?
Management needs to be more proactive, I think. The smallest little thing counts if they want this hotel to be regarded as a luxury hotel. Just take a look at the clock in the elevators. There are a number of elevators in the building and none of them has the correct time.
Service, like travelsig mentioned, is a mixed bag. The door staff has always been friendly to me, though, but housekeeping is uneven. Toiletries not restocked and when I called to ask, only Remede branded ones were delivered and agent on the phone said they could (would) not send the Hermes ones, even though that's the one supplied in the suites.
Breakfast selection is pretty mediocre in both quantity and quality, especially for Shanghai. LRM and Westin, which are priced a tad lower, have better offerings.
Mattress is comfortable, sheet not as soft (maybe too new?), bathroom fantastic. Light control is complicated and annoying. INAX washlet toilet is fun in the beginning, but annoying with the beeping noise it makes everytime it closes its lid.
Hotel has no vibe. It is practically empty all the time. Maybe it's a good thing for some?
Management needs to be more proactive, I think. The smallest little thing counts if they want this hotel to be regarded as a luxury hotel. Just take a look at the clock in the elevators. There are a number of elevators in the building and none of them has the correct time.
May 20, 2013, 3:48 am
#45
FlyerTalk Evangelist
Join Date: Jan 2005
Location: VCE
Posts: 14,165
Hotel has no vibe. It is practically empty all the time. Maybe it's a good thing for some?
Management needs to be more proactive, I think. The smallest little thing counts if they want this hotel to be regarded as a luxury hotel. Just take a look at the clock in the elevators. There are a number of elevators in the building and none of them has the correct time.
I agree about Management and the clocks- funny you should mention this as I noticed the clock in the steam room/relax area of the fitness centre was off by an hour- and I thought "this is the type of detail that separates the luxury hotel from the 4 star hotel". One other point I do agree with you about- the Remede toiletries are not very nice at all.
I re-iterate I had very good experiences with the concierge desk and also found the majority of the staff to be very friendly. I really want this hotel to work out as the location is ideal and the concept is something new and interesting in Shanghai. The metro being directly across the street is also wonderful given how difficult traffic can be in the French Concession.